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re: Whose Experience is it Anyway?
 a reply to Whose Experience is it Anyway?by Keith Kaminsky  on May 03, 2008 - 01:05 PM read 95 times
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I was recently spending an entire Saturday morning on the phone with technical support for a computer manufacturer. It was the 4th time in 6 months that I had to endure a 2+ hour phone conversation that ends with either parts being shipped to me or a technician coming out to home / office to replace parts. During a lull in the activity (and when reinstalling Windows Vista from disk onto a computer there are lots of lulls in activity - I know, I have done it twice already), I was engaging the tech in conversation. During the conversation, I had suggested that it would probably be as cheap just to send out a whole new laptop rather than replacing the motherboard and (for the 3rd time) the hard disk. In response, the tech told me their company had a policy that they would not replace the entire laptop until they had already replaced the motherboard twice.
Paraphrasing a line from the movie Broken Arrow "I don't know which is scarier - the fact that I will have to have the motherboard fail 2 more times before they will send a replacement machine or the fact that this happens frequently enough that they had to develop a policy for it"
This particular laptop was purchased with 3 years worth of "premium" support. Ironically, the manufacturer would only take effective steps to soothe the customer after the customer had been so angered that the steps, when taken, would no longer be effective.
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re: re: Whose Experience is it Anyway?
a reply to re: Whose Experience is it Anyway?
in a conversation thread started here
by Alan Savoy on May 06, 2008 - 11:09 AM read 124 timesI think you are right, that sounds like a big waste of your time and theirs. It seems the company is unwilling or unable to fix their quality problem. But, the good news is that with so many review sites available to consumers, you have the capability to fix the situation. If they are having this problem so frequently, enough poor reviews will impair their ability to continue bad business practices.
I think it is our responsiblity as consumers to correct the market by reading and writing reviews. I believe it is also a mark of commitment to customer experience for a company to include the ability for customers to post uncensored reviews.
What company and laptop are you referring to here?
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