| CSR Blunder Frickin' annoying. This week I was about to write a nice long article on how it takes a Canadian to provide good customer service. My vendour made a boo-boo a couple of weeks ago and sent me Linux software instead of Windows. The vendour buys it from a re-distributer who buys it from a distributer who buys it from the publisher. That's 4 jumps to get to me. Not knowing it was the Linux license key that was causing the problem, I called the publisher tech support because I couldn't install. After being transferred around for a bit, I was finally conferenced in with some sales people and licensing people who finally made a comment, "Ohhhh you didn't WANT Linux." They all realized I had the wrong keys and said, "Call your vendour and see if it goes easily. If it doesn't; call us back and we will get some forms sent to you to change the serials." It didn't go easy as the four jumps makes for some red tape. So I called back. "Nope, cannot do anything." I was given the wrong (helpful) information. They don't care if it is their software; they didn't sell it to me so, "Boo-hoo waa-waa, don't bother us." Managers had seen the ticket information (most CSRs record issues in a management system that logs each support call as a 'ticket') and vetoed the CSRs being helpful. They have the ability to help me and even the process but because I didn't buy it from them, they don't wish to help me. So, back to the vendour. CS sucks, even in Canada. June 26 07 |
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