Customer Service Rant
03/01/08
I guess I need to turn this one over to Dad after
his latest experience with customer
service...
I guess I need to turn this one over to Dad
after his latest experience with customer
service...
Thanks Mac! I don't know how often the rest of you might run into this, but I sometimes believe that Customer Support organizations put up as many "roadblocks" as possible to get you to just give up and go away...
I called a company about a defective wireless usb mouse (still under warranty) the other day. I had to go through the normal "Listen carefully because our menu options have changed...". Then after figuring out what category my call fell in to I got the next menu choice... "Dial 1 for PC Support, Dial 2 for Mac support...". So far so good...
After a short 5 minute wait I spoke with Bruce. Bruce asked whether I was using Vista or XP =-(. I explained that I was on a Mac and that my mouse kept turning on and off. "Can you wait a minute, I'll be right back..." Five minutes of music... then five minutes of total silence. Time to call in again...
Back through the numbers... 2 for Mac support &-| This time I got Eric... Eric listened to my problem took my contact information and told me to "Hold on while I check on something..." Five minutes later Eric actually came back on. "I'm sorry but that mouse is not compatible with the Mac".
I tried to explain that it has worked just fine for 6 months then started getting flaky on me. Eric said he'd transfer me to the Repair group and that maybe they could help me... Ten minutes later Laura greeted me with "Is this for Windows or Mac?" MAC I responded. Do you have a Reference #? No... I gave Eric all my information but we never got as far as a reference #. "Well, it doesn't look like he entered any information... What's your name? BLAH...BLAH...BLAH
Fortunately, Laura did eventually end up helping me and once I return the defective mouse, I'll be getting a new one in return. Ultimate outcome... 1.25 hours on the phone... Met 3 new Tech Support friends... and I'll be getting a new mouse... If that one doesn't work I'll just go buy a new one. Where's the Staples Easy Button when you really need it ;-(
Thanks Mac! I don't know how often the rest of you might run into this, but I sometimes believe that Customer Support organizations put up as many "roadblocks" as possible to get you to just give up and go away...
I called a company about a defective wireless usb mouse (still under warranty) the other day. I had to go through the normal "Listen carefully because our menu options have changed...". Then after figuring out what category my call fell in to I got the next menu choice... "Dial 1 for PC Support, Dial 2 for Mac support...". So far so good...
After a short 5 minute wait I spoke with Bruce. Bruce asked whether I was using Vista or XP =-(. I explained that I was on a Mac and that my mouse kept turning on and off. "Can you wait a minute, I'll be right back..." Five minutes of music... then five minutes of total silence. Time to call in again...
Back through the numbers... 2 for Mac support &-| This time I got Eric... Eric listened to my problem took my contact information and told me to "Hold on while I check on something..." Five minutes later Eric actually came back on. "I'm sorry but that mouse is not compatible with the Mac".
I tried to explain that it has worked just fine for 6 months then started getting flaky on me. Eric said he'd transfer me to the Repair group and that maybe they could help me... Ten minutes later Laura greeted me with "Is this for Windows or Mac?" MAC I responded. Do you have a Reference #? No... I gave Eric all my information but we never got as far as a reference #. "Well, it doesn't look like he entered any information... What's your name? BLAH...BLAH...BLAH
Fortunately, Laura did eventually end up helping me and once I return the defective mouse, I'll be getting a new one in return. Ultimate outcome... 1.25 hours on the phone... Met 3 new Tech Support friends... and I'll be getting a new mouse... If that one doesn't work I'll just go buy a new one. Where's the Staples Easy Button when you really need it ;-(