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Had a woman come into the store today. Accent, with OK English. I didn't have much difficulty understanding her, but this may have played into the overall problem.
Anyway, she said she had purchased an HP photo printer last week and could not get it to work correctly. She could use its built in card reader to transer photos to her computer, but could not get it to print at all. Now, from what she said it was obvious that she had the printer physically set up correctly if she could access the card reader, so that would suggest a driver problem or a defective printer. She *claimed* to have downloaded the latest drivers from HP. Which I doubt.
Here's where it gets interesting.
She asked about our EasyTech service. "Our Geek Squad" she called it.
Me: Yes, we call it EasyTech. What about it?
SC: They wouldn't come to help me!!! I paid for the service and they didn't come!!!!
Me: Ok, hold on a moment, please
*grabs brochure for Technical Support and Protection plan*
Me: Is this the service you bought?
SC: YES!!!
Me: Ok. With this service plan, they don't usually dispatch techs. It's an option that they have, but for most printers, if it can't be fixed over the phone, they'll just have it replaced, since it's not cost-effective to send a tech for anything but the most expensive printers.
SC: But the guy said that if I had a problem they would COME TO MY HOUSE to fix it! And they won't come.
Me: Well whoever sold you the service plan shouldn't have told you that. Like I said, it's easier to just replace the printer than send someone out to fix it.
Apparently she had simply called the number in the TSP brochure and simply demanded a tech be dispatched, and refused to discuss any other options with them. Eventually I was able to tell her that she should go home and try calling either HP or the TSP number again to see if the problem could be resolved, and failing that, she could just bring the printer in and we'd replace it.
Me: You said you only got it last week, right.
SC: Yes, last week. May 18......yeah......May 18. Last week.
Today: June 5.
Hmmm......as far as I know, that's 2.5 weeks ago, and if May 18 was "last week" to her, then she must have come another week and a half into the future. Which is funny, because I dont' remember seeing a DeLorean parked outside, and I would DEFINITELY have noticed that.
Me: Ok, well, since that's outside our 14 day return policy, I can't authorize a return. But since you bought our service plan, if you call them back, they'll take care of it for you.
She left, apparently satisfied with my explanation of everything.
Oh wait, that can't be.....no, of course not.
Fast forward about an hour. A call came in that was directed to the Manager on Duty. It was her. She was arguing with him for a good 15 minutes (I could not believe how long he stayed on the phone with her). It seems that despite the fact that I had explained to her in detail what the TSP woudl give her, she just repeated to them her demand that they send a tech to her house to fix the the printer. He repeated my explanation several times, and she just didn't (or wouldn't) get it. Eventually he gets her off the phone.
Me: Was that a woman calling about an HP printer?
MOD: yep.
Me: What the hell? I already talked to her!
MOD: Yeah well, she didn't listen to me either. And I think she didn't even get the printer form us, I think she got it from North [Location].
Me: Figures.
STILL not done!
An hour later, the MOD was paged to the service desk for "customer assistance." Her again! She proceeded to yell and scream about the lack of service from the TSP, an ultimately left with a new printer that she didnt' deserve. Probably a refund for the TSP as well, though I didn't ask about that. I just steered clear the whole time.
I hate my job sometimes
Anyway, she said she had purchased an HP photo printer last week and could not get it to work correctly. She could use its built in card reader to transer photos to her computer, but could not get it to print at all. Now, from what she said it was obvious that she had the printer physically set up correctly if she could access the card reader, so that would suggest a driver problem or a defective printer. She *claimed* to have downloaded the latest drivers from HP. Which I doubt.
Here's where it gets interesting.
She asked about our EasyTech service. "Our Geek Squad" she called it.
Me: Yes, we call it EasyTech. What about it?
SC: They wouldn't come to help me!!! I paid for the service and they didn't come!!!!
Me: Ok, hold on a moment, please
*grabs brochure for Technical Support and Protection plan*
Me: Is this the service you bought?
SC: YES!!!
Me: Ok. With this service plan, they don't usually dispatch techs. It's an option that they have, but for most printers, if it can't be fixed over the phone, they'll just have it replaced, since it's not cost-effective to send a tech for anything but the most expensive printers.
SC: But the guy said that if I had a problem they would COME TO MY HOUSE to fix it! And they won't come.
Me: Well whoever sold you the service plan shouldn't have told you that. Like I said, it's easier to just replace the printer than send someone out to fix it.
Apparently she had simply called the number in the TSP brochure and simply demanded a tech be dispatched, and refused to discuss any other options with them. Eventually I was able to tell her that she should go home and try calling either HP or the TSP number again to see if the problem could be resolved, and failing that, she could just bring the printer in and we'd replace it.
Me: You said you only got it last week, right.
SC: Yes, last week. May 18......yeah......May 18. Last week.
Today: June 5.
Hmmm......as far as I know, that's 2.5 weeks ago, and if May 18 was "last week" to her, then she must have come another week and a half into the future. Which is funny, because I dont' remember seeing a DeLorean parked outside, and I would DEFINITELY have noticed that.
Me: Ok, well, since that's outside our 14 day return policy, I can't authorize a return. But since you bought our service plan, if you call them back, they'll take care of it for you.
She left, apparently satisfied with my explanation of everything.
Oh wait, that can't be.....no, of course not.
Fast forward about an hour. A call came in that was directed to the Manager on Duty. It was her. She was arguing with him for a good 15 minutes (I could not believe how long he stayed on the phone with her). It seems that despite the fact that I had explained to her in detail what the TSP woudl give her, she just repeated to them her demand that they send a tech to her house to fix the the printer. He repeated my explanation several times, and she just didn't (or wouldn't) get it. Eventually he gets her off the phone.
Me: Was that a woman calling about an HP printer?
MOD: yep.
Me: What the hell? I already talked to her!
MOD: Yeah well, she didn't listen to me either. And I think she didn't even get the printer form us, I think she got it from North [Location].
Me: Figures.
STILL not done!
An hour later, the MOD was paged to the service desk for "customer assistance." Her again! She proceeded to yell and scream about the lack of service from the TSP, an ultimately left with a new printer that she didnt' deserve. Probably a refund for the TSP as well, though I didn't ask about that. I just steered clear the whole time.
I hate my job sometimes
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