Customer Service?
Ok I’ve been away again. Not by my own choice this time. Our brand new lap top collapsed. Barely had it three weeks and all this time it hardly started. We called laptop brand when we could and they said under warranty they would fix it – just drop off laptop and voila.
I called a few days later to see whats happening and they replied that it was a software fault and not covered under warranty so we would need to pay to get it fixed. Please take note that they did not even look at computer. My partner was (rightfully) very pissed off.
He called company we bought laptop from….
They told him he should have brought the computer to them the instant something was wrong. He explained that due to his work and due to me having operation we couldn’t do this. As soon as we were able to do something we did.
The guy said : That’s none of my concern.
My partner said : do you realise what you just said?
Guy: Most customers are making excuses anyway!
My partner lost it – well not totally but was absolutely shocked the guy continued with 90% of customers are making excuses. Further to this he said if you don’t stop talking to me now I will not be able to fix your computer.
My partner asked for the manager – and the guy said there was none. He asked who do you report to and was told no one. So my partner asked do you not have a manager or do you not want to give me their name. The reply was – I’m not giving you their name.
So my partner hung up called head office and was helped by them but OH MY GOD!
In my work you would be severely dealt with if you spoke to a customer in that fashion. I’m quite surprised that this occured in what is meant to be a major NZ company. They have ensured that we will never ever be a customer of theirs ever again.
It’s also part of that saying… If a customer has a good experience they will tell a few people – if they have a bad experience they will tell lots lots more. We have told almost all of our friends already.
On another note – hand going slowly. I’m fed up with wearing the splint – but I must keep it on to ensure this all works well – I do not want another operation because of not following instructions.
Hope everyone is well
A bien tot