The Multifunctioning DBA

Mar 17 2009   2:36PM GMT

Customer Service Rant

Colin Smith Colin Smith Profile: Colin Smith

So this is not really going to be a technical entry in the Blog but I do feel that this is a good place to rant a bit about something that has been on-going for a couple weeks. Over two weeks ago the bulb went out in my 65″ DLP TV. This is to be expected and this is a relatively easy and inexpensive thing to repair. I, however, bought the extended Warranty and service plan for my TV at the time of purchase. I do not usually buy these but on the Big Screen TV I thought it might be wise as repairs for these sometimes exceed the cost of the unit. With this plan I am entitled to two free bulb replacements during the life of the contract.

When the light went out I made the call to the warranty company, who for now will remain nameless, and I was informed that my light would be ordered and shipped that day and that I should get it in 7 – 10 business days. That I think is not acceptable, I think that this should be sent overnight since my TV is useless without the bulb. I could have got on-line and for less than $150.00 bought a new bulb and had it overnighted. Well never mind that, I thought OK I will wait, Just about a week or two not the end of the world and I do have other TV’s that I can watch. I wait the 10 business days and no replacement bulb is at my mailbox. I am a bit upset but I think that mistakes happen I will just call and see what happened. I call on Saturday and I talk to a young lady that was certainly not helpful at all. She tells me that the bulb is on backorder from the supplier for at least 2 months and that they are looking for an alternative supplier. This upsets me as I am not willing to wait two months to get my TV back. I do not think that is reasonable at all. I tell her that and she tells me that I have no recourse on the matter. It is what it is. I ask to speak to a manager and she tells me that they do not work on Saturday. I tell her that I would like her to send me a check for $150.00 and I will order the bulb myself. I feel that since the contract states that I am entitled to two replacements that they should reimburse me for the cost. She refuses to allow me to think that reimbursement is an option at all. So I finally tell her that I would like to hear from a manager on Monday morning first thing. She then tells me that she can put a request in but management is probably not going to call back since they are so busy. Now I am just about the most upset customer I have ever been. She has essentially told me that I have to wait two months and that her company does not care about the customer enough to even call back. And in my mind they had proven that by not calling me to tell me that the bulb would not be arriving and that it was on backorder.

Well Monday came and I did not get a call so I called them back. Another woman picked up the phone and I told her that she could not help me and that I would like to speak to her manager. She apologized for my trouble and transferred me. I put my phone on speaker and starting doing some work while I waited. After a while my phone beeps at me and tells me the battery is dying. I look at the clock and realize that I have been on hold for over two hours. Now I am even more upset then I was on Saturday. Now they are just ignoring me. How does a call wait in a hold que for that long and not get picked up?? I hang up and call again.

This time I get a person that does not want to transfer me but just wants to help me. I appreciate this very much as I do not feel as though anyone has helped me up to this point. She tells me that she is not sure why the bulb did not get ordered and she says she will overnight it for me. I ask how can you do that when the reason it is not already at my house is because the bulb is on back order for two months and you can not get them? She tells me that they are not on back order. Now I know that someone is lying to me and I am not sure who it is. Is it the young lady from Saturday or this woman that I am speaking with now? I explain my frustration to her and explain that I just do not trust her because I know someone is not telling me the truth and that I would like to speak to her manager. She understands and actually gets me her manager on the line with a live transfer.

I talk to the manager and she assures me that she has verified that they can get the bulb and it will be overnighted to me and I should have it no later then Wednesday. I inform her that if I do not have it by then I will call her back as well as log a formal complaint with the better business bureau. So we will see if I get the bulb today or tomorrow. I hope that I do as I just want my TV back. If not though I will let you know and I will let you know the names of the companies that I am dealing with here. If they make it right I do not have an issue.

I really think that this portrays part of the reason our economy is in the state that it is in. Customer service does not exist any more. No one should have to go through all this to get a part that is readily available and under warranty. Customers should not be lied to. Tell me the truth. I might not like it but I will deal with it. I understand that mistakes happen, I make them everyday, and I am a pretty easy going guy. I just can not stand it when the people that are supposed to be looking out for the customer are not doing just that.

Well that ran longer than I thought it would but it is what it is. I hope that none of you have to deal with anything like this in the future.

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