Is there any customer service anymore? (prompted from compaq post on Larkware)
After reading Mike Gunderloy's post about his experience with Compaq, I was
inclined to post up here too. His post talks about a horrible experience
he had when trying to receive out of warrantee (read : paid) support for a
handheld. After reading this, I reflected back on some past customer
non-service experiences I had. The point of all of this being, who the
hell CAN we buy from?
< These are some short excerpts. For example, my issue list with Dell in
the past is MUCH longer>
About 2 years ago I had an IBM hard drive die. Those who know me know
I'm a big fan of IBM, especially my ThinkPad. Dealing with them about my
in warrantee harddrive had to have been the worst experience I ever had with a
tech support company. In the end, I was out of a drive for 3 months before
I got a replacement drive, that died a couple weeks later. I never RMA'd
the last drive out of frustration, even though I was the loser. Customer
service didn't give two ***** about my issue, had no advanced replacement, and
never even replied to most of my inquiries.
About a year ago I was working on a mail server for a client. It was a
Dell Poweredge. I contacted Dell on a Thursday looking for pre-sales
support on extending the raid array, and to order the parts for overnight
delivery (for upgrading over the weekend). After 3 weeks, and 3 errors on
Dell's part, we finally got the drives. Again, "paid" service, incompetent
support staff, horrible service, and in the end all the client saw was it took 3
weeks.
I can say I've had no issues personally with HP/Compaq, but know plenty of
people that have. Hearing this just
re-iterates the fact that no one really cares.
So my and co-workers experiences tell me not to deal with IBM, HP/Compaq, or
Dell for hardware. Hmm.. the 3 biggest players..
And the story goes on. I have horror stories with Sprint (mobile),
Verizon (Dedicated Circuit's), SBC (this is a long list), Comcast, etc,
etc. So as well as tangible items, even the companies selling services
don't seem to listen or care.
Well, in either case, I contest that customer service, for the most part,
should be considered a luxury now. As unfortunate as it is, its not
required to be successful anymore. Can we as consumers do anything?
Not that I can think of. What are you going to do, not use SBC? You
will end up just using someone that uses their lines anyway. Not buy an
HP/IBM server? Well, poor support for good hardware is still better then
good support for bad hardware. So we are pigeon holed into decisions to
use companies that don't care. I would even go so far as to contest that
in some industries, you have no options for choosing a well supported product
(think of phone service, or even mobile phone service (although I have heard
good things about Nextel)).
Now, I do have one shining star in my limited experience. Geico.
After switching to Geico last year (you all expected the rate joke didn't you?),
I was so amazingly surprised when someone answered their customer service
line. ANSWERED IT. No recordings, no menus, a real person. And
to my shock and awe, a competent person. They were able to help, without
yelling, without escalation, and best of all within a few minutes.
Excellent service, and this year I did not even shop for insurance even though
my rates went up a little. It was well worth the extra
cost.
So maybe this thread will spark the opposite. How about we try to make
a list of companies that DO serve the customer. It will be a MUCH shorter
list, and I would be very interested to see other companies that may have half
of the interest geico has in its customers.
Larkware
Compaq Story
Last installment of
Cory Smith's sprintPCS horror story that I am watching
closey.
By the way.
Being a .net developer I of course have to voice in on MS. Besides my
licensing for professional's gripe, which I contest would be customer service,
MS's service has been very good to me. I have used support on many issues
both on the admin, and the coding side. They have ALWAYS been responsive
and competent. No geico, but much better then most I have dealt
with.