No Fucking Clue?
Jun. 1st, 2004 05:31 pm![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png){kind=small}
growler_southI have called NFC Technology 5 times in the last 2 days, trying to
a) find a new network card for my laptop
b) find out how much it will cost
c) find out when it will be available.
Each time, the agent at NFC has promised to call me back with the information. No-one has ever called me back.
20 minutes ago, in frustration, I emailed Ascent in Wellington to ask about the availability of the card- within minutes Ascent had called, made sure I knew what it was I was ordering, told me it was in stock, and promised to call back in a couple of minutes with a confirmed price. 2 minutes later they call back with a confirmed price, and I order the part.
Call NFC to tell them not to bother continuing with my order, if in fact they had actually done anything.
5 minutes later the world stops turning, hell freezes over, and pigs perform aerobatics over the frozen wasteland as NFC calls me back....
"That part will be here tomorrow"
"Thats a shame, I just ordered it from a company that wants my business"
"We ordered the part in on your instruction, thats like a verbal contract"
"Err, no its not, we never got past the bit where I inquire about the price and availability. You never called back. How much is it anyway?"
"(quotes price double what I have just paid) So you're going to cancel your order?"
"No, I never had an order to cancel. But youve got the idea- Im not buying that part off you."
"Because we didnt call you back."
"because you didnt call me back. 3 times. and the other company did. Immediately. Its called customer service."
*hangs up*
Its definitely time to find a new computer shop.
a) find a new network card for my laptop
b) find out how much it will cost
c) find out when it will be available.
Each time, the agent at NFC has promised to call me back with the information. No-one has ever called me back.
20 minutes ago, in frustration, I emailed Ascent in Wellington to ask about the availability of the card- within minutes Ascent had called, made sure I knew what it was I was ordering, told me it was in stock, and promised to call back in a couple of minutes with a confirmed price. 2 minutes later they call back with a confirmed price, and I order the part.
Call NFC to tell them not to bother continuing with my order, if in fact they had actually done anything.
5 minutes later the world stops turning, hell freezes over, and pigs perform aerobatics over the frozen wasteland as NFC calls me back....
"That part will be here tomorrow"
"Thats a shame, I just ordered it from a company that wants my business"
"We ordered the part in on your instruction, thats like a verbal contract"
"Err, no its not, we never got past the bit where I inquire about the price and availability. You never called back. How much is it anyway?"
"(quotes price double what I have just paid) So you're going to cancel your order?"
"No, I never had an order to cancel. But youve got the idea- Im not buying that part off you."
"Because we didnt call you back."
"because you didnt call me back. 3 times. and the other company did. Immediately. Its called customer service."
*hangs up*
Its definitely time to find a new computer shop.
Mo here
Date: 2004-05-31 11:10 pm (UTC)Maybe we should be looking around for another place that will give us the service that we are going to need. You make sure you use this as well as doing the networking etc at your current place when looking for a new store. Just smile as they have missed out on thousands of dollars worth of business.. and every time you see an advert for them you know that they are spending heaps of money to try and get you back when you were using them in the first place.....silly buggers.
Re: Mo here
Date: 2004-06-01 02:03 am (UTC)Possibly. No bridges have been burnt though- they understand that they screwed up and have lost the sale, but they probably dont expect that I'll be looking to change suppliers.
I had a think about what they, as a supplier, have done for me and how their performance levels might influence any work I might do in future, and it wasnt too inspiring.
For: their component prices are marginally lower than average. Extremely Marginally.
Against: Although an established customer who has spent $50k or more with them in the last 6 months, I still get the levels of service and trust afforded to someone off the street. (I had a power supply explode last month, they demanded payment before I was allowed to take one away- despite knowing me, knowing my work was critical, and knowing the PC was still in its warranty period.)
The level of service I experienced yesterday and today is absolutely typical of them- if I was trying to keep MY customers happy I would end up having to take the blame for their tardy service.
As the sort-of systems admin at Kscope I need a better supplier anyway- NFC screw up far too often, dont appreciate that my business keeps them in business, and charge too much for the privelige.
It's time to move on...