As someone who provides customer service for a living, I feel I’ve got a right to occasionally critique poor service. I had thought small town, local service was supposed to be better than national chain, de-humanized service. When my computer went down yesterday I learned that isn’t always true.
Yay, the boring tech details
My computer just shut itself off. When I pushed the power button on the tower, it would light up and fans start for about a second, then power down again. A friend of mine remotely helped me trouble shoot various components. We tested the video card, RAM, etc. We had it narrowed down to the power supply or motherboard.
The tech place down the street
I literally have a computer tech service type place a block away. I walk down there figuring face time is good. The front door is locked. I get a number of the sign, call and ask for someone from that business since it appears two businesses share the space. “We haven’t gone by that name in months.” Well, maybe you should change the sign on the front of the building then. “We always keep the doors locked.” To keep the customers out?
First call – 12:30pm
After repeating my request to speak with a service tech…
“Sir, it looks like the last tech just stepped out for lunch.”
I go on about my issue a second before the guy on the phone realizes he doesn’t want to deal with a technical issue, and low and behold I get transfered to a tech. I tell this guy everything I’ve already done to trouble shoot and basically tell him all I may need is access to his machine that tests wattage on PSUs. I tell him I’m outside his shop, and my PC is a block away. I can bring it over and perhaps be out of his hair in 5 minutes.
“I’m just about to step out for a client call. Try back in an hour.”
Second Call – 1:30pm
After explaining to the lady that answers the phone that no, I don’t need a power strip or battery backup, I get what is becoming the company line.
“It appears all our techs just stepped out. I can take your name and number and have one call you when they get back in.”
Third Call – 2:45pm
I reach the 4th new person.
“Hold on, let me check the back. Oh, the last tech just stepped out.”
I let him know that I’ve been told “try in an hour” now for several hours and I’m really hoping they mean it this time.
For a company who’s techs all “just stepped out” they certainly have a lot of different people answering phones.
Fourth and final call – 3:45pm
Yeah, you guessed it.
“Sorry sir, all of our techs appear to have stepped out. Yes, we still have your name and number here.”
I go on to inform this guy that the business I run is basically offline right now. I remind him I think it can be solved in 5 minutes and I’d buy the part from him.
“Sir, if you’d like to bring your PC in, we can take a look at it…”
Finally!
“…but it may be a couple of days., so just drop it off and we’ll call you when a tech can look at it.”
I explained to him, again, that I was one block away and can literally walk my machine over. He informs me perhaps in about an hour, but by the way they close at 5.
Office Max to the rescue
One call to national chain, Office Max. First person from computers on the phone, one time explaining what I’ve trouble shot and he tells me that they do sell PSUs and that sounds exactly like whats wrong. I ask him what about return policy, since I’m in effect testing the part and most places have a shrink wrap policy. He tells me to not worry about that, if it doesn’t work just bring it back. Oh and he was friendly too. Thanks John.
I’m a half day behind, so back to work.
