A client orders an item on December 14th and it ships on the 15th of December. The client is located on the east coast and we are shipping from the west coast. We upgraded their shipping from standard shipping to priority shipping for free. The client calls me on the 23rd of December and says they didn’t receive it yet so I check the tracking on it. The tracking says it is on route from the sorting facility which is located on the west coast. There have been no updates to the tracking since the 15th. It would be nice if USPS would update a little more often. This would help them to have fewer phone calls and complaints. I called USPS and went through their phone system. I tried to get a live person and hit 00, but the recorded message basically said they don’t take customer service calls this time of year. 1-800-ASK-USPS is their number if anyone needs it. The client is upset because they needed it by Christmas and they want to know what I will do about it. I was extremely nice about it, but I don’t have any control over the shipping process. Sometimes shipping takes longer than expected this time of year. This happens almost every year. I requested that the customer be patient and I haven’t hard from him again. So we will see what happens. I will check tracking over the next few days and hopefully he will receive it. Has this ever happened to you?
A customer drops off their computer to be diagnosed. They say that it is running really slow and it is impossible to use this way. So we check it in and diagnose the computer. We call the customer and explain that they have viruses and malware on the system. The question they ask is “How did that get on the computer?”. I feel like saying, ‘how do I know what you did to infect your computer, I wasn’t there at the time!”.
We tell them that they should be careful of what websites that they go to and that they should be careful of opening email attachments also because they can re-infect the computer. We also tell them that they should remove Limewire from the system or we can do that for them because you can get viruses from the files that you download from that p2p software.
We clean all of the viruses and malware off the system and tell them it is as good as it can be without a full reload of the operating system. We tell them that Windows updates need to be done to protect the computer and we took care of that for them, but in the future you should make sure that they are done. We also install a free anti-virus like AVG Free anti-virus.
Sometimes the customer takes the system home and they re-infect the system again within a few days. They call us in a huff and tell us that we didn’t do out job right. We explain that they went to where they were supposed to go on the internet or that they opened an email attachment with a virus attached. The funny thing is that they go home and check their email and click on the same attachments or go to the same websites and re-infect their computer all over again doing the exact same thing that caused the problem the last time. It is a viscous circle. The customer doesn’t understand or doesn’t want to understand. Have you been on either end of this?
A customer actually came in the store and tried to claim their equipment that they left with us 9 months ago for service. We looked back at the notes and we had called them every month for 3 months straight. They never called us back. We left numerous messages. Our policy which is on the wall and is also on our service tickets states that equipment left with us gets donated or recycled after 30 days. We didn’t discard the equipment until the 4th month just to be sure. The laptop which the customer left was 7 years old and it would have cost more to repair than it was worth. We were very nice about it and told them that the equipment had been discarded according to our policies. The customer then became extremely angry and used a few choice words. We just kept repeating what the policy states and that we tried to contact them. We finally had to ask them to leave because they were becoming verbally abusive. I personally wouldn’t even consider getting my equipment back after that period of time. What do you think?