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This almost makes me happy I'm no longer in the Electronics department.....
There is a customer who bought a computer from us back in May. To avoid any possible problems, I'll call the manufacturer "ABC PC."
This particular unit was THE most expensive computer we sell, at $1800. It's also a turd. This particular model from this company is one we've sold in the past and had to yank off the shelf and send back because it was a piece of crap that just up and died within a month of setting it up. Supposedly it's been fixed, which is why we started carrying it again, but I'm still surprised we gave it a second chance.
Anyway, in the 5 months he's owned the machine, it's gone back to ABC PC THREE TIMES for warranty work. THREE TIMES they've replaced the hard drive (and taken care of other issues) and STILL it's not working correctly. Clearly, we've got a lemon on our hands.
Here's the thing though....the ONLY reason we're dealing with it at all is because we are an ABC PC service provider and therefore can handle warranty issues for customers (though 95% of such issues require shipping the unit out). This guy did NOT - to the best of my knowledge - buy a service plan from us. If not for that, we'd have told him to go piss up a rope, because the return policy is 14 days, unless he wanted to pay us to fix the thing for him.
The current problem is that - while ABC agrees that it's a lemon and says they'll accept back for a refund - they're waffling on issuing an RMA number. We need that number before we can give the guy his money back, because without it, there's no way to be sure we'll be refunded in turn by ABC, and obviously my company doesn't want to eat $1800 due to something that's not our fault.
As of last night, it had been 10 business days since they said they'd issue an RMA in "3-5" business days. We're getting frustrated, and so is the customer. I can understand that.
However, the customer is taking the position that this is somehow OUR problem, and that WE need to take care of it. He came in last night and engaged both our electronics lead and Focker (sales manager) in a protracted argument on the issue, saying the WE need to stand behind OUR products and - I quote - "I didn't buy this from ABC; I bought it from YOU."
Look, pal, I can understand that this is a frustrating problem, but we are doing everything we possibly can. More, actually. See, we are under no obligation to help you at all. We could just leave you to deal with ABC by yourself. We are making NO money from all the time and effort we've put into resolving this problem. And WE did NOT make the computer, so stop acting like it's OUR fault!
Seriously, I REALLY hate it when people think we're responsible for the products we sell. If it's not under our house brand, and we aren't doing anything illegal, then NO WE ARE NOT! Get this through your heads!
There is a customer who bought a computer from us back in May. To avoid any possible problems, I'll call the manufacturer "ABC PC."
This particular unit was THE most expensive computer we sell, at $1800. It's also a turd. This particular model from this company is one we've sold in the past and had to yank off the shelf and send back because it was a piece of crap that just up and died within a month of setting it up. Supposedly it's been fixed, which is why we started carrying it again, but I'm still surprised we gave it a second chance.
Anyway, in the 5 months he's owned the machine, it's gone back to ABC PC THREE TIMES for warranty work. THREE TIMES they've replaced the hard drive (and taken care of other issues) and STILL it's not working correctly. Clearly, we've got a lemon on our hands.
Here's the thing though....the ONLY reason we're dealing with it at all is because we are an ABC PC service provider and therefore can handle warranty issues for customers (though 95% of such issues require shipping the unit out). This guy did NOT - to the best of my knowledge - buy a service plan from us. If not for that, we'd have told him to go piss up a rope, because the return policy is 14 days, unless he wanted to pay us to fix the thing for him.
The current problem is that - while ABC agrees that it's a lemon and says they'll accept back for a refund - they're waffling on issuing an RMA number. We need that number before we can give the guy his money back, because without it, there's no way to be sure we'll be refunded in turn by ABC, and obviously my company doesn't want to eat $1800 due to something that's not our fault.
As of last night, it had been 10 business days since they said they'd issue an RMA in "3-5" business days. We're getting frustrated, and so is the customer. I can understand that.
However, the customer is taking the position that this is somehow OUR problem, and that WE need to take care of it. He came in last night and engaged both our electronics lead and Focker (sales manager) in a protracted argument on the issue, saying the WE need to stand behind OUR products and - I quote - "I didn't buy this from ABC; I bought it from YOU."
Look, pal, I can understand that this is a frustrating problem, but we are doing everything we possibly can. More, actually. See, we are under no obligation to help you at all. We could just leave you to deal with ABC by yourself. We are making NO money from all the time and effort we've put into resolving this problem. And WE did NOT make the computer, so stop acting like it's OUR fault!
Seriously, I REALLY hate it when people think we're responsible for the products we sell. If it's not under our house brand, and we aren't doing anything illegal, then NO WE ARE NOT! Get this through your heads!
.
(unless it's Clam, you do NOT install two AVs on the same system. Ever!)
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