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THANK HEAVENS I didn't have to take this phone call. The dubious pleasure of this particular call fell upon the New Guy and the Electronics Lead. I have reconstructed the incident from the bits and pieces I overheard, and what I was told later.
Apparently the woman who called in had purchased a brand new laptop earlier in the day, along with a copy of CA Anti-Virus. The laptop of course came pre-loaded with Windows Vista, and CA AV, like the majority of software, is not Vista-ready out of the box. However, it is stated very clearly on a BIG sticker on the box that you can go to the manufacturer's website to download a free upgrade for Vista.
Anyway, she called us absolutely livid that the new software wouldn't work with her new computer, and demanded that we fix the problem for her. She also insisted that "Steve" had told her that it WOULD work out of the box, therefore we were liars and "Steve" needed to be severely disciplined and what were we going to do to resolve this problem that we had created for her?
First of all, there is no one named Steve here [note: although I do refer to my GM as "Steve" here on the boards, that is of course not his real name. There is in fact no Steve at my store]. The department lead (who had taken over the call because the New Guy was getting a bit flustered (no bad reflection on him. He is in fact VERY good , but didn't know how to handle this woman)) spent a moment trying to determine if she had in fact made the purchase at our store or at the location on the other side of town (where there IS a Steve).
Well it turns out that she DID buy the laptop and software from our store, from an associate who we'll call Brian (not his real name, but suffice is to say, his real name isn't even CLOSE to "Steve"). Brian would NEVER have said that is would work out of the box. So having determined this, the Lead did her best to smooth over this customer's feathers. But her best wasn't enough for this woman.
The SC outright REFUSED to even consider going to the website to download the upgrade. That solution was totally unacceptable to her, since she felt that she should not have to do anything to correct "our" mistake.
Well, this was just about the only real option we had for her, but the Lead made the extraordinary offer of saying that if she would bring the laptop in, we would download and install the update for her.
Nope. Even more unacceptable. She refused to come back into the store.
So, bereft of ideas and patience, the Lead asked her "what is it that you want me to do?"
SC: I demand service!
Lead: Ok, but what is it - specifically - that you want me do?
What follows is the single most unreasonable request I have EVER heard from an SC (not counting stuff I've read here).
SC: I'm going to give you my address. I expect you, I DEMAND that YOU come out to my house and fix this problem yourself! You WILL do this and it WILL be free!
I asked the Lead what she told the customer after that, but she would not tell me. I gather that it was something blunt and to the point, because the MOD had a few words with her about it afterwards.
SO glad I didn't have to talk with this woman.
Apparently the woman who called in had purchased a brand new laptop earlier in the day, along with a copy of CA Anti-Virus. The laptop of course came pre-loaded with Windows Vista, and CA AV, like the majority of software, is not Vista-ready out of the box. However, it is stated very clearly on a BIG sticker on the box that you can go to the manufacturer's website to download a free upgrade for Vista.
Anyway, she called us absolutely livid that the new software wouldn't work with her new computer, and demanded that we fix the problem for her. She also insisted that "Steve" had told her that it WOULD work out of the box, therefore we were liars and "Steve" needed to be severely disciplined and what were we going to do to resolve this problem that we had created for her?
First of all, there is no one named Steve here [note: although I do refer to my GM as "Steve" here on the boards, that is of course not his real name. There is in fact no Steve at my store]. The department lead (who had taken over the call because the New Guy was getting a bit flustered (no bad reflection on him. He is in fact VERY good , but didn't know how to handle this woman)) spent a moment trying to determine if she had in fact made the purchase at our store or at the location on the other side of town (where there IS a Steve).
Well it turns out that she DID buy the laptop and software from our store, from an associate who we'll call Brian (not his real name, but suffice is to say, his real name isn't even CLOSE to "Steve"). Brian would NEVER have said that is would work out of the box. So having determined this, the Lead did her best to smooth over this customer's feathers. But her best wasn't enough for this woman.
The SC outright REFUSED to even consider going to the website to download the upgrade. That solution was totally unacceptable to her, since she felt that she should not have to do anything to correct "our" mistake.
Well, this was just about the only real option we had for her, but the Lead made the extraordinary offer of saying that if she would bring the laptop in, we would download and install the update for her.
Nope. Even more unacceptable. She refused to come back into the store.
So, bereft of ideas and patience, the Lead asked her "what is it that you want me to do?"
SC: I demand service!
Lead: Ok, but what is it - specifically - that you want me do?
What follows is the single most unreasonable request I have EVER heard from an SC (not counting stuff I've read here).
SC: I'm going to give you my address. I expect you, I DEMAND that YOU come out to my house and fix this problem yourself! You WILL do this and it WILL be free!
I asked the Lead what she told the customer after that, but she would not tell me. I gather that it was something blunt and to the point, because the MOD had a few words with her about it afterwards.
SO glad I didn't have to talk with this woman.
You so funny! I.....AHAHAHAHAHAHAHAHA! *click!
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