One day not so long ago and not so long after I bought both my two new computers I had a problem, not a small problem either. Indeed no, it wasn’t a tiny problem that I could simply reboot and solve, were that it I would have done so. This was an ugly and profound problem, a problem none of us wants to see and especially with a brand spanking new and very expensive computer.
What the hell!
I had built this lovely from the ground up. Extra everything, it was turbo charged, built for speed.
What the hell!
I had also paid a pretty penny to have all my software loaded, the latest and greatest from Bill Gates, not just the basics but also all those business applications I need for my work. Things most people don’t need and perhaps hadn’t even heard of, pre-loaded and send me the CD’s just in case.
What the hell!
There I was though on a Friday morning, in a panic. I wasn’t sweating bullets yet; all my work was backed up. I hadn’t lost my work. Nevertheless, there I am on hold, waiting for Customer Service to come on the line to tell me what I need to do to recover my brand spanking new computer.
Did I mention I had dual hard drives? Oh, well I had dual hard drives yet still there I was, with;
What the hell!
Finally, Prem came on the line. He was very helpful he told me I had two hard drives and could I please boot my system so he could remotely log on.
Really? I explained I was unable to do so but would be happy to try if he would explain to me how I could do this.
Prem got very frustrated at my stupidity. Clearly the failed hard drive was my fault.
I asked to speak to his supervisor. Prem hung up on me instead.
I called back, when I finally got another customer service person on the line I explained the problem and asked to speak to a supervisor. This person was reluctant to pass me to a supervisor, but after a five-minute conversation did so.
Fasid, was very polite and explained to me he could not find Prem’s notes thus could not find any record of my previous conversation. I would have to start from the beginning, would I mind very much if he took control of my computer to discover the problem?
“No of course not, except my main Hard Drive has failed and I cannot boot up. The hard drive needs to be replaced. The computer is under warranty and I want you to send out the part with a technician to fix it. That is what I pay for.”
Fasid explained to me that he wasn’t authorized to do that, but he would send the request to another group who would call me back when they were in the office in two hours.
So I waited. What the Hell!
David Chen called me back late that afternoon; he was from the ‘Customer Care’ department. He wanted to know why I had lodged a complaint. Really?
- I have a business account with your company
- I bought two computers from you less than 6 weeks ago for a total of $4,900 including hardware, software and warranty
- One of those computers has failed, it is my primary computer for work
- I spent the better part of 4 hours on the phone this morning with people who would not resolve the problem, who hung up on me, who were not authorized to fix the problem or who did not speak the language well enough to understand the problem
- I have waited more than 6 hours for someone to call me back, meanwhile my computer still does not work
David was very conciliatory. Well I guess he had to be he was in customer care. He confirmed my hard drive had failed and he ordered the part and the service. Initially he tried to tell me this would take at least a week, but I reminded him I had paid the extra warranty. I also reminded him I lived less than 15 miles from one of their plants, I could walk there faster than he was proposing to have the part. He also proposed I could replace the hard drive myself, again I read the warranty to him. Not only would he send the technician to replace the part, they were responsible for making certain my hard drive was operational.
Then we talked about my unhappiness with the customer service experience. I obviously was unhappy with that morning. I was especially unhappy with Prem, who had hung up on me. Prem had another problem though, he could not speak English very well and he spoke very softly. I was continually asking him to repeat himself so I could understand what he was saying. I get it, organizations have outsourced and off-shored their tech support. There is no turning back from this and all the complaints in the world are not going to change this trend, it is here to stay. But can we at least set the standard, please. Can we at least say if you are servicing English speakers you must have conversational English, servicing French speakers you must have conversational French, and so on. Is this too much to ask?
Apparently, this particular computer company has found another source of revenue based on the complaints and feedback on this issue. David suggested I sign up for the added benefit of Native Tongue Customer Service at the low cost of $35 per year.
What the Hell !