January 14, 2010 at 8:29 am
Went from local branch admin > local manager > corporate mortgage manager > calls to pull mortgage broker out of a conference > mortgage approved and details sent to my lawyer in under an hour.
Your two examples sound like classic examples of "money talks." The large transaction got action. It probably helped that a lawyer's time was involved.
Unfortunately most companies don't understand that if you lose enough customers due to mishandling small transactions your just as dead as if you blow it on a couple of large ones.
I have this dreaded fear that customer service will continue to go from worse to increadibly horrible as more companies are deemed "too big to let fail."
It's possible to encounter really terrific service still, in isolated pockets, but the instances seem to be fewer and farer between.
January 14, 2010 at 8:46 am
bwillsie-842793 (1/14/2010)
Went from local branch admin > local manager > corporate mortgage manager > calls to pull mortgage broker out of a conference > mortgage approved and details sent to my lawyer in under an hour.
Your two examples sound like classic examples of "money talks." The large transaction got action. It probably helped that a lawyer's time was involved.
Unfortunately most companies don't understand that if you lose enough customers due to mishandling small transactions your just as dead as if you blow it on a couple of large ones.
I have this dreaded fear that customer service will continue to go from worse to increadibly horrible as more companies are deemed "too big to let fail."
It's possible to encounter really terrific service still, in isolated pockets, but the instances seem to be fewer and farer between.
Sorry, no company is too big to let fail. Let them fail, other companies will rise from the dust to replace them. Yes, it may hurt for a while, but that is the nature of the beast.
January 14, 2010 at 8:48 am
randal.schmidt (1/14/2010)
I had an issue with a Toshiba laptop in 2008. It was about 13 months old. I had purchased a three year warranty. I would advise that. That way you are guaranteed a lemon-law for repairs. The problem was keyboard keys did not all work (I could use an external keyboard though so I knew it was hardware). They sent me a shipping box the next day. I sent it out (my expense, of course). I received it back 72 hours later and it worked fine. I was very impressed with Toshiba and their repair process. I think the extended warranty is the key answer here.
The shipping back was easy. both times I called, got a case #, drove to the UPS store and gave them the case# and laptop, filled out a form describing changes (memory upgraded, drive upgraded) signed it, and 10 minutes later was done. I didn't have to box it up.
However both times, and I got the extended warranty, it was much more than than 3 business days, and about 2 weeks in real time. One time was over the holidays, but I'd think on the second time they'd have sent me a new one immediately.
January 14, 2010 at 8:50 am
sjones-143898 (1/14/2010)
As a fellow Steve Jones I share your frustration - mine has been back 3 times - twice to replace the mother board - did not helop that the supposedly new pc came complete with a selection of family snaps and porno movies downloaded by whoever had been using it at the store - at least that persudaed them to do the first repair without argument.
LOL, that's great. Mine has had the system board replaced twice, display replaced, graphics board, CPU, possibly the drive too.
January 14, 2010 at 8:51 am
Valerie Jones-467993 (1/14/2010)
I gave up on all major computer companies years ago and have mine built to spec by a local company. Once when an Intel board died and I was on call, they removed one from one of their computers for me to use while they waited for Intel to send another and I was back up within hours.Plus the money stays local and employees local, who support other local businesses.
I did this for a desktop last year for that reason. It's a quad core monster, 8GB, that runs fantastic. Not a single issue with it.
January 14, 2010 at 8:54 am
Chris-232075 (1/14/2010)
Thanks for the heads up Steve.I'll add another issue that I have with my Toshiba Satellite laptop. It was advertised as having a four hour battery life. In reality, the battery life is no longer fifteen minutes--on the outside. Coincidentally, from the moment I purchased this laptop, Toshiba has been sending me e-mails trying to sell me their eight hour battery (which is likely to be very appealing to somebody with a fifteen minute battery).
Needless to say, I felt taken. So, my experience combined with yours has convinced me to definitely look elsewhere when looking for my next computer.
My battery is definitely low after 2 years. I don't get two hours on it, but I plug it in a lot, so maybe that's me.
I have been considering an ASUS for that reason. The spare Acer I just bought amazes me with it's battery. I've run it for a few days, gotten 5+ hours on it, which is unheard of for me.
January 14, 2010 at 8:55 am
I'm having similar issues with Flexera Software, the company that make the InstallShield installer product. That product has gone to crap and it's on version 15 or something like that. It seems to get worse with every version but the nice thing is you pay through the nose for it. They want $795/year maintenance and their service sucks. Fun and games in the call center. 24 hour guaranteed response is "We just called to tell you we got your ticket but haven't had a chance to look at the issue." Worthless...
I've had a Lenovo laptop for a couple of years and had a fairly good experience with their customer service. I had a display and inverter go bad a few months ago. I was still able to use the second output so I was able to limp by for a day until a service tech arrived with the parts to swap it out. They got the right parts to the technician the first time and it was fixed within 24 hours of me making the call, so it can be done right.
January 14, 2010 at 8:55 am
Lynn Pettis (1/14/2010)
[Sorry, no company is too big to let fail. Let them fail, other companies will rise from the dust to replace them. Yes, it may hurt for a while, but that is the nature of the beast.
Agreed. Any company that is deemed "too big to fail" should be forced to break up into pieces small enough to succeed or fail on their own.
We used to have anti-trust and other laws that were supposed to prevent this sort of thing...
January 14, 2010 at 8:59 am
My guess is the difference is time. Mine was early in 2008. That was before the economic crisis got really bad. Toshiba has obviously cut back work force or outsourced to less capable people. I can tell you that my experience with Acer has not been good though. I told my wife just last week (after more frustration with Acer) I will never buy another Acer.
The best solution is to have laptops built like PC's used to be. You could easily swap out parts yourself and with competition for replacements parts, they were cheaper. Nowadays, laptops are a commodity made with quick and often shoddy workmanship. Look at the retail prices now. We are getting what we are paying for.
But the bottom line is, a vendor still has to stand behind the product. Whether its Microsoft (did I say that?), Dell, IBM, HP, or etc. If they have to sell it cheaper, that's their problem. Service is service.
But remember when people used to pump your gas for you at the pump? And they gave you glasses or a towel? Now you do it yourself in the freezing cold and then get a display that says "Problem with the printer. Please get receipt inside". Argh! And no windshield wash available (you don't expect them to keep it filled do you?. And you have to pay 25 cents to put air in your tires. What is this country coming to?
January 14, 2010 at 8:59 am
Steve Jones - Editor (1/14/2010)
Valerie Jones-467993 (1/14/2010)
I gave up on all major computer companies years ago and have mine built to spec by a local company. Once when an Intel board died and I was on call, they removed one from one of their computers for me to use while they waited for Intel to send another and I was back up within hours.Plus the money stays local and employees local, who support other local businesses.
I did this for a desktop last year for that reason. It's a quad core monster, 8GB, that runs fantastic. Not a single issue with it.
Next desktop system I buy I'll get from the same place I got my last, BCI up in Denver. Nadar has always done me good. I met him while working for a previous employer when BCI handled the companies computer systems (servers and desktop).
January 14, 2010 at 9:00 am
I think that we need a few more anti-trust laws as well. I think some of these companies are too big for their own good.
January 14, 2010 at 9:02 am
randal.schmidt (1/14/2010)
My guess is the difference is time. ... Toshiba has obviously cut back work force or outsourced to less capable people. I can tell you that my experience with Acer has not been good though. I told my wife just last week (after more frustration with Acer) I will never buy another Acer....
But the bottom line is, a vendor still has to stand behind the product. Whether its Microsoft (did I say that?), Dell, IBM, HP, or etc. If they have to sell it cheaper, that's their problem. Service is service.
I have to say that I think the build quality has been pretty good on this. I had a DELL before this and that was well built as well. At least from what I could see.
My son has an Acer, and I just got one of the PDC Acer's. Seem Ok to me, and the tablet works great. We'll see.
In terms of service, I think Microsoft support does a great job. They have issues in the software for sure, but when I've called customer service, whether for Windows, SQL Server, or my son's XBOX, they've worked hard, and fixed things. Or tried to.
January 14, 2010 at 9:11 am
Steve Jones - Editor (1/14/2010)
sjones-143898 (1/14/2010)
As a fellow Steve Jones I share your frustration - mine has been back 3 times - twice to replace the mother board - did not helop that the supposedly new pc came complete with a selection of family snaps and porno movies downloaded by whoever had been using it at the store - at least that persudaed them to do the first repair without argument.LOL, that's great. Mine has had the system board replaced twice, display replaced, graphics board, CPU, possibly the drive too.
Maybe Toshiba is confusing the two of you, considering the Order By problem 😀
Jason...AKA CirqueDeSQLeil
_______________________________________________
I have given a name to my pain...MCM SQL Server, MVP
SQL RNNR
Posting Performance Based Questions - Gail Shaw[/url]
Learn Extended Events
January 14, 2010 at 9:11 am
Steve Jones - Editor (1/14/2010)
I think that we need a few more anti-trust laws as well. I think some of these companies are too big for their own good.
It's not just that, they have actually become detrimental to soceity in their present form.
I'm not sure where the breakpoint should be, but it looks to me like once a company exceeds 1 or 2 billion in assets it becomes a monopolistic predator. (Not that it doesn't happen at lower size also...)
The corporate focus becomes more on growth through the purchase/elimination of competitors than on growth through added value to consumers.
JMNSHO...
January 14, 2010 at 9:14 am
Lynn Pettis (1/14/2010)
Steve Jones - Editor (1/14/2010)
Valerie Jones-467993 (1/14/2010)
I gave up on all major computer companies years ago and have mine built to spec by a local company. Once when an Intel board died and I was on call, they removed one from one of their computers for me to use while they waited for Intel to send another and I was back up within hours.Plus the money stays local and employees local, who support other local businesses.
I did this for a desktop last year for that reason. It's a quad core monster, 8GB, that runs fantastic. Not a single issue with it.
Next desktop system I buy I'll get from the same place I got my last, BCI up in Denver. Nadar has always done me good. I met him while working for a previous employer when BCI handled the companies computer systems (servers and desktop).
My next will also be a custom built desktop - but not due to a lack of service. My last one was bought in 2003 and died at the end of 2009 (power supply). It was a dell. I am not sure about even getting another desktop at this point - thinking of going the laptop path since I can get one with 8GB RAM and disk space is no longer an issue.
Jason...AKA CirqueDeSQLeil
_______________________________________________
I have given a name to my pain...MCM SQL Server, MVP
SQL RNNR
Posting Performance Based Questions - Gail Shaw[/url]
Learn Extended Events
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