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I have been trying to help one of my customers get warranty service on an item, and I am so mad at the company I am dealing with.
They're making me look bad.
I always go out of my way to help my customers. Some of the people at work joke and call me "The Pit Bull", because, if the product is genuinely defective, I will not stop until I get some type of answer. If I think my calls are being avoided, or my emails and faxes ignored, I will not let up. I usually get them some help.
I called this company on my customer's behalf the other day. The tech guy asked for the customer's information, and he said he would call them, because it was easier to deal direct than have me as the go-between, since the item is not mine, and I am not familiar with the problem. I left a message with the customer to expect a call.
Yesterday, the customer called back and said they had not called her.
I called again, and the guy was really snotty, telling me he was very busy, and didn't have time to pick up the phone and call the customer the minute he was finished with my call. He tried to pull the "We're in different time zones, so give me a break," crap, until he discovered we are in the same time zone. I said, "Yes, we both have the same time, and I spoke to you yesterday."
He suddenly remembered that he did make the call, but he only got voicemail.
I asked, "Did you leave a message with a number for them to call?"
He said, "No, I didn't bother."
So, I asked if he could give me an extension number for them to call so they could speak directly with him.
I left the message on the customer's voicemail.
They called me again today. The guy was so rude to them. She asked him why he didn't just leave a message, and he said, "Madam, I am much too busy to waste time leaving messages on voicemail. I don't have time for that, and I don't have time to keep calling until I get an answer. I make one call, and if nobody's there, then that's it."
He tried to say that there was no defect with the product, but it was the material they were buying at our store to use in the item, that was the problem.
That's complete BS.
She said, "Well, we bought it at this store. This is what they sold me."
He said, "I don't work for that company, Madam."
He finally, very reluctantly agreed to send her new parts, but did not offer to send anyone to put on the new parts, so now, I have to find out if that will void their warranty if they install the parts themselves.
I have to fax the parts request along with all the relevant paperwork before he will send them out, though.
I already did that, so now we wait and see how long it takes them to help the customer.
I plan to call HO tomorrow and speak with the buyer about this, because this company sold an inferior and defective product, and are trying to put the blame on us for our product.
They're making me look bad.
I always go out of my way to help my customers. Some of the people at work joke and call me "The Pit Bull", because, if the product is genuinely defective, I will not stop until I get some type of answer. If I think my calls are being avoided, or my emails and faxes ignored, I will not let up. I usually get them some help.
I called this company on my customer's behalf the other day. The tech guy asked for the customer's information, and he said he would call them, because it was easier to deal direct than have me as the go-between, since the item is not mine, and I am not familiar with the problem. I left a message with the customer to expect a call.
Yesterday, the customer called back and said they had not called her.
I called again, and the guy was really snotty, telling me he was very busy, and didn't have time to pick up the phone and call the customer the minute he was finished with my call. He tried to pull the "We're in different time zones, so give me a break," crap, until he discovered we are in the same time zone. I said, "Yes, we both have the same time, and I spoke to you yesterday."
He suddenly remembered that he did make the call, but he only got voicemail.
I asked, "Did you leave a message with a number for them to call?"
He said, "No, I didn't bother."
So, I asked if he could give me an extension number for them to call so they could speak directly with him.
I left the message on the customer's voicemail.
They called me again today. The guy was so rude to them. She asked him why he didn't just leave a message, and he said, "Madam, I am much too busy to waste time leaving messages on voicemail. I don't have time for that, and I don't have time to keep calling until I get an answer. I make one call, and if nobody's there, then that's it."
He tried to say that there was no defect with the product, but it was the material they were buying at our store to use in the item, that was the problem.
That's complete BS.
She said, "Well, we bought it at this store. This is what they sold me."
He said, "I don't work for that company, Madam."
He finally, very reluctantly agreed to send her new parts, but did not offer to send anyone to put on the new parts, so now, I have to find out if that will void their warranty if they install the parts themselves.
I have to fax the parts request along with all the relevant paperwork before he will send them out, though.
I already did that, so now we wait and see how long it takes them to help the customer.
I plan to call HO tomorrow and speak with the buyer about this, because this company sold an inferior and defective product, and are trying to put the blame on us for our product.
We have had to implement a strict 'two hours and escalate' policy with the local telco. Every time we open a ticket, we call and escalate unless we get a respnse. I once spent an entire weekend escalating to get a circuit fixed!
By the end I kept expecting to hear 'Alexander Graham Bell the fifth, how can I help you? ' 
"Too BUSY to leave a voicemail?" That's a new one. 
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