carlmccut
11-29-2004, 09:33 PM
To those that may find some offense to this rant I apologize in advance. It is not my goal to offend or otherwise disrespect anyone. I just want to vent my total and complete disgust with some costumer service and help centers.
Well on with the issue. Just over a month ago I had built a computer for my brother. We had an encounter that resulted in me having him reformatting his hard drive and reloading his OS (XP home). Being that he is 12 hours away all of this took place over the phone. Well we got everything up, running, and all of the software reinstalled and working fine. Now we were going to install Norton AV 2004. Here is where we begin with the problems. As we tried to install the program we received a message that the key was invalid. After several attempts ensuring that my brother was keying in the right code I decided to call Symantec for some help. I go online (with my PC) and get a priority case #.
The first three way call: I get some one with a very thick accent and
begin to explain the problem. The tech. tells me that the key is good for 5 reinstalls. Yeah right!!!! The tech then resets the key and now we can not even get to the point where you enter the key. The install error message states “unable to install NAV disk error”. Ok what gives?? After doing a few more checks I am told that I am going to be transferred to customer service for a replacement disk. GREAT!! Well all I hear is click and a dial tone.
The second call: I get another tech. and equally difficult to understand. I give him my “priority #. Thinking that notes are made on the case I begin where I was disconnected at. Wrong. I had to go through all of the previous items and then was told to disable all firewalls and pop up blocking then try reinstalling NAV2004. Before I could get out that all of this was already been done CLICK!!!!!!!!!
The third call: I am INFURIATED and SMOKING form under the collar now. We get the third poor dictioned fellow. I begin by saying before we go through a plethora of do’s and try’s I give him all that has been tried and the priority #. I also ask if there are any notes on file? He states “yes”. Thank goodness We (My brother and I) do not have to go through the wringer again. Wrong. This person wanted to begin at the beginning with his failure analysis. OH no we are not going through this again. I tell this guy that we have been on the phone over 2 ½ hours trying to get this stupid program to load. All I wanted is for them to send my brother a replacement CD being that this one will not load. I was willing to send proof of purchase and they even had record that my brother had registered the software online. Hello is any one home?????????????????? Well after considerable rebuttals to his requests to trying things already done (reading from a scripted knowledge base) He transfers to customer service for a replacement. Now it gets fun. The customer service rep wants to get in on the action. He wants to reset his key again and wants him to retry to install. I go completely ballistic. As calmly as possible I tell this rep that we have been through all of this and we were being transferred over to him for a replacement disk. This guy decides that he is not going to send out a disk until he is satisfied with his failure analysis. I immediately ask for his supervisor. He states that he is the supervisor for his shift. I ask for his boss. “He is not here” I ask his name he tells me in his native tongue. Who do you complain to?????????Well after 30 minutes of saying did that, tried that, nope that is not working and then getting belligerent he agrees to send a replacement. I then ask when can we expect the disk. IN 10 TO 15 DAYS. CLICK.
My rant on this is that spending over 3 hours to get a simple solution is ridiculous!! And to be treated so nastily when you get upset for the foolishness they put you through. Also if companies are going to farm out their customer service they should be sure that you can understand them. (regardless to what language they are speaking). It is rare when you need these people they should care about the customer and not some stupid screen in front of them as they click through probables. AND READ THE NOTES FROM THE PREVIOUS CALLS RELATING TO THE PROBLEM IF IT IS A CALL BACK!!!!. I know that several computer and software companies have farmed out their customer service to foreign countries if you can call it that being that components and other items are produced world wide.
The best costumer service that I ever encountered was with one of my first computers and that was Gway. “Customer service should read the customer gets the service” Don’t let customer service rule you they are there to serve you!!!! I apologize if anyone was offended this is my rant and my opinion, not of this web site. I thank this site for having and avenue to vent my frustrations. And share it with others.
:mad:
Well on with the issue. Just over a month ago I had built a computer for my brother. We had an encounter that resulted in me having him reformatting his hard drive and reloading his OS (XP home). Being that he is 12 hours away all of this took place over the phone. Well we got everything up, running, and all of the software reinstalled and working fine. Now we were going to install Norton AV 2004. Here is where we begin with the problems. As we tried to install the program we received a message that the key was invalid. After several attempts ensuring that my brother was keying in the right code I decided to call Symantec for some help. I go online (with my PC) and get a priority case #.
The first three way call: I get some one with a very thick accent and
begin to explain the problem. The tech. tells me that the key is good for 5 reinstalls. Yeah right!!!! The tech then resets the key and now we can not even get to the point where you enter the key. The install error message states “unable to install NAV disk error”. Ok what gives?? After doing a few more checks I am told that I am going to be transferred to customer service for a replacement disk. GREAT!! Well all I hear is click and a dial tone.
The second call: I get another tech. and equally difficult to understand. I give him my “priority #. Thinking that notes are made on the case I begin where I was disconnected at. Wrong. I had to go through all of the previous items and then was told to disable all firewalls and pop up blocking then try reinstalling NAV2004. Before I could get out that all of this was already been done CLICK!!!!!!!!!
The third call: I am INFURIATED and SMOKING form under the collar now. We get the third poor dictioned fellow. I begin by saying before we go through a plethora of do’s and try’s I give him all that has been tried and the priority #. I also ask if there are any notes on file? He states “yes”. Thank goodness We (My brother and I) do not have to go through the wringer again. Wrong. This person wanted to begin at the beginning with his failure analysis. OH no we are not going through this again. I tell this guy that we have been on the phone over 2 ½ hours trying to get this stupid program to load. All I wanted is for them to send my brother a replacement CD being that this one will not load. I was willing to send proof of purchase and they even had record that my brother had registered the software online. Hello is any one home?????????????????? Well after considerable rebuttals to his requests to trying things already done (reading from a scripted knowledge base) He transfers to customer service for a replacement. Now it gets fun. The customer service rep wants to get in on the action. He wants to reset his key again and wants him to retry to install. I go completely ballistic. As calmly as possible I tell this rep that we have been through all of this and we were being transferred over to him for a replacement disk. This guy decides that he is not going to send out a disk until he is satisfied with his failure analysis. I immediately ask for his supervisor. He states that he is the supervisor for his shift. I ask for his boss. “He is not here” I ask his name he tells me in his native tongue. Who do you complain to?????????Well after 30 minutes of saying did that, tried that, nope that is not working and then getting belligerent he agrees to send a replacement. I then ask when can we expect the disk. IN 10 TO 15 DAYS. CLICK.
My rant on this is that spending over 3 hours to get a simple solution is ridiculous!! And to be treated so nastily when you get upset for the foolishness they put you through. Also if companies are going to farm out their customer service they should be sure that you can understand them. (regardless to what language they are speaking). It is rare when you need these people they should care about the customer and not some stupid screen in front of them as they click through probables. AND READ THE NOTES FROM THE PREVIOUS CALLS RELATING TO THE PROBLEM IF IT IS A CALL BACK!!!!. I know that several computer and software companies have farmed out their customer service to foreign countries if you can call it that being that components and other items are produced world wide.
The best costumer service that I ever encountered was with one of my first computers and that was Gway. “Customer service should read the customer gets the service” Don’t let customer service rule you they are there to serve you!!!! I apologize if anyone was offended this is my rant and my opinion, not of this web site. I thank this site for having and avenue to vent my frustrations. And share it with others.
:mad: