Customer Service quandry

Glengoyne · 10-30-2006, 05:00 PM

This is kind of funny. I've always been very happy with our PC supplier's technical support. They have always addressed our issues, even when it required them going well out of their way.

For the past month, I've had a tech trying to replace a defective MB. The manufacturer shipped the thing to us(MB, CPU, Heat Sink) without thermal compound. There was a notice in the box that we should use this thermal compound along with the instructions to do so. We called..They said "we don't ship thermal compound"....."Our computers do not use thermal compound" Along with several other statements. Each week for the past three weeks, they have shipped us a MB, CPU, HS, instructions for thermal compound, and no thermal compound.

Do I keep requiring them to ship the stuff to us, until they get it right?

I'll note My service tech is NOT voting this way, as he has spent at least two hours on the phone explaining what will happen if he uses the CPU as shipped.

or

Do I make a trip to PC club, and spend the four dollars?

DaddyTorgo · 10-30-2006, 05:08 PM

i vote other and my reasoning is thus: you need to escalate the issue until you get to someone where you can explain to that person that their documentation is telling you to use an item that they are not providing and that you are happy this time to spend $4 on the item but you want to let them know out of courtesy so that they can fix it

Draft Dodger · 10-30-2006, 06:21 PM

correct answer - spend the $4, and find a new vendor

JonInMiddleGA · 10-30-2006, 06:37 PM

I think what DD said covers the way to go.

Gross stupidity like this isn't usually isolated to one area, you're likely to encounter further aggravations like this with them & eventually they're going to have to be replaced anyway.

Raiders Army · 10-30-2006, 07:18 PM

Don't use the trout in the computer.

Grammaticus · 10-30-2006, 11:50 PM

Agree with Draft Dodger. I would add that you should call the general manager at your vendor and tell that person that you are switching vendors and why.

Izulde · 10-31-2006, 01:20 AM

I'll disagree with a vendor switch because he's been happy with the vendor in the past and they've gone out of their way for him before apparently.

I would contact the general manager though and let them know the problmem.

Grammaticus · 10-31-2006, 07:43 AM

Then I guess you deal with it until the pain becomes greater than the loyalty.

wishbone · 10-31-2006, 11:10 AM

If you switch vendors due to one-time stupidity, you will run out of vendors very quickly. If you switch vendors due to 100-time stupidity, you will run out of vendors quickly. Escalate the issue until you get something free.

Mustang · 10-31-2006, 11:35 AM

In the past, have they always sent the thermal compound and now they just stopped? I wouldn't switch vendors over this and I don't think I would keep sending them back. I'd want the question answered first on why they are giving you instructions to tell you to use thermal compound and then saying you shouldn't use thermal compound.

Coffee Warlord · 10-31-2006, 11:39 AM

Move up the ladder to someone in charge. Keep moving up till you are satisfied.

Glengoyne · 11-01-2006, 06:55 PM

Quote:

Originally Posted by Mustang

In the past, have they always sent the thermal compound and now they just stopped? I wouldn't switch vendors over this and I don't think I would keep sending them back. I'd want the question answered first on why they are giving you instructions to tell you to use thermal compound and then saying you shouldn't use thermal compound.

I'd gotten distracted, and didn't get back to this.

They have always in the past provided the thermal compound. When new PCs are purchased, they always come with compound. In fact, I've offered that they can simply ship us a new computer, if it would be easier for them to get this done.

On the escalation side, I've had my tech go to our sales exec, and he has picked up the ball and is running with this issue now. Reportedly, they have identified a part number for the thermal goo, and it is en route.

I'm not moving vendors, but we've registered a pretty health complaint. This company has taken care of us in the past. For example we ordered 10 laptops, with port replicators and all of the accessories. Deployed them over the course of a few days, only to discover that they didn't auto detect the fact that they were plugged into a port replicator. The result is that the resolution on the desktop monitor matched the laptop's native resolution. It also defaulted to only displaying on the laptop. The result was that upon docking your laptop, you had to open the lid function key over to use the external monitor, close the lid, causing the machine to hibernate(there is an option to stop this, but I prefer this behavior), then power on the laptop again. Once that was done, you had to change the resolution to match that used on the desktop monitor.

I kid you not, that was they way they worked. Upon finding this out, only to be told that they were actually designed to work that way...I freaking threw a fit. The sales exec shipped us ten laptops that performed the way I expected them to, let us swap out the old ones to ship back to them. It did cost us about $40 a laptop, as the replacements were an upgrade. All in all, I consider that to be pretty great customer service. Albeit to make up for some poor engineering choices.

sterlingice · 11-01-2006, 09:31 PM

Quote:

Originally Posted by wishbone

If you switch vendors due to one-time stupidity, you will run out of vendors very quickly.

I love all the "change vendor" kneejerk reactions to a $5 mistake on a thousands of dollars business.

If you try to change every time there's someone small wrong- you're going to run out of vendors really quick. To change over something this small with a good vendor is just foolhardy unless you have someone you *know* has a better track record. Nothing like blindly going into a relationship that could cost you thousands because you're ticked about $5.

SI

View Poll Results: How should I handle this?
Make them ship us Mother Boards until they get it right?	11	45.83%
Take a drive and spring for the four dollars?	5	20.83%
Make them ship motherboards, until we receive a trout?	8	33.33%
Voters: 24. You may not vote on this poll

10-30-2006, 06:21 PM	#3
Draft Dodger Coordinator Join Date: Jan 2001 Location: Keene, NH	correct answer - spend the $4, and find a new vendor __________________ Mile High Hockey

10-30-2006, 06:37 PM	#4
JonInMiddleGA Hall Of Famer Join Date: Nov 2000 Location: Behind Enemy Lines in Athens, GA	I think what DD said covers the way to go. Gross stupidity like this isn't usually isolated to one area, you're likely to encounter further aggravations like this with them & eventually they're going to have to be replaced anyway. __________________ "I lit another cigarette. Unless I specifically inform you to the contrary, I am always lighting another cigarette." - from a novel by Martin Amis

10-31-2006, 01:20 AM	#7
Izulde Head Coach Join Date: Sep 2004	I'll disagree with a vendor switch because he's been happy with the vendor in the past and they've gone out of their way for him before apparently. I would contact the general manager though and let them know the problmem. __________________ 2006 Golden Scribe Nominee 2006 Golden Scribe Winner Best Non-Sport Dynasty: May Our Reign Be Green and Golden (CK Dynasty) Rookie Writer of the Year Dynasty of the Year: May Our Reign Be Green and Golden (CK Dynasty)

10-31-2006, 11:35 AM	#10
Mustang Grizzled Veteran Join Date: Oct 2000 Location: Wisconsin	In the past, have they always sent the thermal compound and now they just stopped? I wouldn't switch vendors over this and I don't think I would keep sending them back. I'd want the question answered first on why they are giving you instructions to tell you to use thermal compound and then saying you shouldn't use thermal compound. __________________ You, you will regret what you have done this day. I will make you regret ever being born. Your going to wish you never left your mothers womb, where it was warm and safe... and wet. i am going to show you pain you never knew existed, you are going to see a whole new spectrum of pain, like a Rainboooow. But! This rainbow is not just like any other rainbow, its...

10-30-2006, 05:08 PM	#2
DaddyTorgo Hall Of Famer Join Date: Oct 2002 Location: Massachusetts	i vote other and my reasoning is thus: you need to escalate the issue until you get to someone where you can explain to that person that their documentation is telling you to use an item that they are not providing and that you are happy this time to spend $4 on the item but you want to let them know out of courtesy so that they can fix it

10-30-2006, 07:18 PM	#5
Raiders Army Coordinator Join Date: Oct 2000 Location: The Black Hole	Don't use the trout in the computer.

10-30-2006, 11:50 PM	#6
Grammaticus Pro Rookie Join Date: Nov 2005 Location: Tennessee	Agree with Draft Dodger. I would add that you should call the general manager at your vendor and tell that person that you are switching vendors and why.

10-31-2006, 07:43 AM	#8
Grammaticus Pro Rookie Join Date: Nov 2005 Location: Tennessee	Then I guess you deal with it until the pain becomes greater than the loyalty.

10-31-2006, 11:10 AM	#9
wishbone High School JV Join Date: Jan 2002 Location: Hillsboro OR	If you switch vendors due to one-time stupidity, you will run out of vendors very quickly. If you switch vendors due to 100-time stupidity, you will run out of vendors quickly. Escalate the issue until you get something free.

10-31-2006, 11:39 AM	#11
Coffee Warlord Head Coach Join Date: Oct 2002 Location: Colorado Springs	Move up the ladder to someone in charge. Keep moving up till you are satisfied. Last edited by Coffee Warlord : 10-31-2006 at 11:40 AM.

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