🚀 go-pugleaf

Hans Huang wrote:
> [snip]
> As for customer service, as soon as I bought my computer and it was
> shipped to me, I broke off the monitor stand (because I didn't read the
> directions) and then I called Micron and they sent me a new one in two
> business days!!! My roommate and I also got money back because they
> dropped their prices within 30 days of our purchase-I got $200 back and
> my roommate got more-and he was the one bitchin' about Gateway's
> customer service!!!!!!

All of the things you mention are things that any big company is
prepared to handle.  If you break a monitor stand, then they send
a new one out.  If the price drops, they give you a refund (if
they offer this as practice).  I almost don't consider this customer
service, but rather following policy.  They are set up to handle 
these situations, and _usually_ they handle them well (or the 
computers do it for them anyway).  And, for all the people who 
have never had a problem with their computer, why shouldn't you 
be happy with it?  Don't say the company is great - say the 
computers are great.  Which they are...

Customer service comes into play when something doesn't fit into
the computer model.  Or the model fails...

How about if you talk to a tech support person, they tell you they
are sending out a part, and you never get it.  You call customer
service and it isn't on the computer.  Then they tell you to call
tech support again.  THAT ISN'T SERVICE!  They should take a name
and find the tech support person (first name, last initial) and
fix the situation with you, not throw you back in the tech support
queue to start over and re-explain.  - at least get a tech on the 
line for you.  I went through this 'transfer to tech support' loop
twice, and for some reason the computer still wasn't sending me 
the part.

When you call saying you didn't receive a package, "CUSTOMER SERVICE"
would call UPS and find out where it was, not give you a 20+ digit
tracking number and a phone number.

Another example, an address change.  After 6 different people 
including my Sales rep, Cust. Service, and e-mail (I count it 
separate because there is no room for confusion - it is 
spelled out on the screen), the address is almost correct.  My
sales rep scrambled information he pulled up from my business with
my personal computer order.  The business name is still on there,
but at least the address contains a street and number now.  Why is
my address a big deal?  Because all of the replacement parts go to
it!  And without an address UPS can't find me (since the ph. was
also wrong)  Everyone tells you it is changed, but nobody follows
through to see if it actually changed or whether their command
was ignored.

This is getting too long.  I think I've expressed MY opinion.
-Bill Spens
(spens@uoknor.edu)