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Experiences from the Other Side
Seeing as how we are all customers at some point in our regular routine, I've noticed that there are still a lot of us who have to deal with SC's and then turn right around only to be transformed into one once we clock out.
If NSC hasn't been coined yet, I'd like to do so now.
NSC = Non Sucky Customer
I'll explain my reasons for choosing the title of this thread in the following, long-winded rant.
In the beginning...
When I was a kid...
Last month (that's better and you're welcome), the battery on my vehicle rolled over and played dead. At the same time, the starter stopped starting as it was supposed to. Replacing the battery was the first logical step on the path to roadworthiness. One problem.
I've had an alarm system in my vehicle since the day after I bought it. Part of the security is that the starter will not engage when the system is active. The system is automatically activated if power from the battery is removed and reapplied.
I'd lost the remote somewhere within the span of 6 years and the hidden "valet" switch used to bypass security had been damaged. For those reasons, I've been running with the system off for quite some time.
Then, I replaced the battery. The result being that the security system was rearmed and I couldn't start my vehicle.
A call to the place where I had had it installed (my wife did this for me based on my mixture of embarrassment, frustration and anger at inanimate objects at the time) was smile-provoking. Basically, the first few people trying to help us conveyed something along the lines of, "sucks to be you".
Yeah.
We were about to leave for vacation in a different vehicle but we wanted to get the ball rolling for our return. One of the techs we talked to provided us with a a temporary workaround that would get it to the shop so they could see what they were dealing with.
They placed orders for replacement parts, informed me that the parts would arrive while I was out of town and I told them that I would swing by when I got back.
Several days and one new starter after our return, I swung by. Yes, the parts were there but I didn't have an appointment scheduled. That's ok. I'm mobile for the time being so set me up. Done deal, end of visit.
I arrived at my scheduled day and time, waited with my kids for two hours (which was by no means unpleasant given the establishment's accommodations) and was informed that the wrong parts had been sent. Ouch.
Ok, getting angry will have no affect on the outcome. Let's reorder and try again. Deal.
So, the kids and I show up a little ahead of our appointment, wait for a shorter period of time (I almost had to drag them away from the middle of a show on Cartoon Network before we left) when someone calls my name.
When I answered, I could see past the smile on his face that there was no-good news behind his teeth. I still don't know how I do that.
As it turns out, the wrong parts had been sent yet again. After some conversation, we established that it would be yet another 1.5-ish weeks until we give it another go.
Now, here's where the NSC comes in.
Most people in my position would have turned over tables and chairs, demanded refunds, cursed or generally just raised their voices in a combative manner.
The person delivering the news to me had had no dealings with me whatsoever during this month of playing Tag. I very well could have been a Screamer. Fortunately for him, I'm of the Rational sort.
The awkward conversation went something like this:
"When we sent the specifications of your system to them the first time, all we could do is let them put their techs on it to find the proper replacements. I've looked at your ticket and see that it's been almost a month since you first came in."
"A month and four visits but I understand that you can't fix supply problems locally. So, we'll have to reorder and try again in about a week and a half?"
That's when I saw the look. The eyebrows when up as if to say, "whoah! You get it?"
After working out the details and callback instructions, he began easing up quite a bit and making comparisons to different types of customers. He related more than a few examples of reactions.
Guess where my mind went. I'll give you a hint: You're logged on to the forum right now (unless this has been copy/pasted elsewhere when you read it)
I said, "when you get home and get some free time, sign yourself up with an account at CunstomersSuck.com. Blow off some steam."
He actually put his hands to his face in order to stifle laughter. I took him completely off guard.
I came to realize during my exchange with him that something inside me has crystallized within my mind just by signing up here. I've realized that I made a promise to myself long ago that I would do everything within my power NOT to become an SC. Reading your stories here only serves to magnify that determination.
So, if you're the guy I spoke with earlier, I welcome you personally and encourage you to sit back, read and get comfortable before you chime in. I also suggest that you chime in on some other thread. Trust me. I'm doing you a favor.
For everyone else, I'd really like to hear some stories about how you act/react when the shoe's on the other foot. For a while there, I used to be vengeful just because I'd been treated so shitty for 8 hours.
Show me yours. Showed you mine.
If NSC hasn't been coined yet, I'd like to do so now.
NSC = Non Sucky Customer
I'll explain my reasons for choosing the title of this thread in the following, long-winded rant.
Last month (that's better and you're welcome), the battery on my vehicle rolled over and played dead. At the same time, the starter stopped starting as it was supposed to. Replacing the battery was the first logical step on the path to roadworthiness. One problem.
I've had an alarm system in my vehicle since the day after I bought it. Part of the security is that the starter will not engage when the system is active. The system is automatically activated if power from the battery is removed and reapplied.
I'd lost the remote somewhere within the span of 6 years and the hidden "valet" switch used to bypass security had been damaged. For those reasons, I've been running with the system off for quite some time.
Then, I replaced the battery. The result being that the security system was rearmed and I couldn't start my vehicle.
A call to the place where I had had it installed (my wife did this for me based on my mixture of embarrassment, frustration and anger at inanimate objects at the time) was smile-provoking. Basically, the first few people trying to help us conveyed something along the lines of, "sucks to be you".
Yeah.
We were about to leave for vacation in a different vehicle but we wanted to get the ball rolling for our return. One of the techs we talked to provided us with a a temporary workaround that would get it to the shop so they could see what they were dealing with.
They placed orders for replacement parts, informed me that the parts would arrive while I was out of town and I told them that I would swing by when I got back.
Several days and one new starter after our return, I swung by. Yes, the parts were there but I didn't have an appointment scheduled. That's ok. I'm mobile for the time being so set me up. Done deal, end of visit.
I arrived at my scheduled day and time, waited with my kids for two hours (which was by no means unpleasant given the establishment's accommodations) and was informed that the wrong parts had been sent. Ouch.
Ok, getting angry will have no affect on the outcome. Let's reorder and try again. Deal.
So, the kids and I show up a little ahead of our appointment, wait for a shorter period of time (I almost had to drag them away from the middle of a show on Cartoon Network before we left) when someone calls my name.
When I answered, I could see past the smile on his face that there was no-good news behind his teeth. I still don't know how I do that.
As it turns out, the wrong parts had been sent yet again. After some conversation, we established that it would be yet another 1.5-ish weeks until we give it another go.
Now, here's where the NSC comes in.
Most people in my position would have turned over tables and chairs, demanded refunds, cursed or generally just raised their voices in a combative manner.
The person delivering the news to me had had no dealings with me whatsoever during this month of playing Tag. I very well could have been a Screamer. Fortunately for him, I'm of the Rational sort.
The awkward conversation went something like this:
"When we sent the specifications of your system to them the first time, all we could do is let them put their techs on it to find the proper replacements. I've looked at your ticket and see that it's been almost a month since you first came in."
"A month and four visits but I understand that you can't fix supply problems locally. So, we'll have to reorder and try again in about a week and a half?"
That's when I saw the look. The eyebrows when up as if to say, "whoah! You get it?"
After working out the details and callback instructions, he began easing up quite a bit and making comparisons to different types of customers. He related more than a few examples of reactions.
Guess where my mind went. I'll give you a hint: You're logged on to the forum right now (unless this has been copy/pasted elsewhere when you read it)
I said, "when you get home and get some free time, sign yourself up with an account at CunstomersSuck.com. Blow off some steam."
He actually put his hands to his face in order to stifle laughter. I took him completely off guard.
I came to realize during my exchange with him that something inside me has crystallized within my mind just by signing up here. I've realized that I made a promise to myself long ago that I would do everything within my power NOT to become an SC. Reading your stories here only serves to magnify that determination.
So, if you're the guy I spoke with earlier, I welcome you personally and encourage you to sit back, read and get comfortable before you chime in. I also suggest that you chime in on some other thread. Trust me. I'm doing you a favor.
For everyone else, I'd really like to hear some stories about how you act/react when the shoe's on the other foot. For a while there, I used to be vengeful just because I'd been treated so shitty for 8 hours.
Show me yours. Showed you mine.
I made a point of looking at the light again, made eye contact with the cashier and said "I'm sorry - I completely missed that your sign was off." She smiled back rather genuinely (Like your customer service guy's eyebrows going up - OMG, a customer who GETS IT!!!) said no problem, and popped open her till to count down. Reprieved 
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