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Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts

Wednesday, February 12, 2014

Pebble E-paper Watch Update

Here's an update about my Pebble watch.

I did eventually receive a reply requesting photos for the RMA. I submitted them and a short time later received an email advising me that the replacement had shipped.

This surprised me because the RMA email advised me that I would receive an email with a shipping label to send the old one back. I never received such a label.

It wasn't long before the tracking advised me that it had been shipped overseas. It sat at customs for a couple of weeks and this week it arrived in my city and at my house at the same day.

I'm pretty happy that I didn't have to spend anything to send the old one back. I wonder if that was because it's a "Kickstarter Edition"? Maybe they thought I'd like to keep it as a souvenir? I don't know.

Regardless, I now have a functional watch and I hope it lasts longer. :)

Tuesday, January 7, 2014

Pebble E-paper Watch Display Problems

Last year, on April 27, I wrote a review of the Pebble E-paper Watch that I got through their Kickstarter project. You can read that posting here.

Since that time, there have been a few firmware updates, all providing additional features and functionality. I love this watch, up to now.

In December, I clicked a button to get into the settings and the settings menu had a little bit of display corruption. It cleared up quickly simply by backing out of the menu and going back in.

Sadly, it was not the last time it happened.

Since then, it has also occurred for various notifications, as well as the default watch faces.

Option, Settings, Display menu.
Settings menu.


Options menu.

A default watch face?

Another default watch face.

Notifications.

Default watch face immediately after turning
the watch on, I think.

A Google search brings up quite a few hits from others experiencing the same problem. Oddly enough, most of them appear to have occurred after the last firmware update. I concur.

From what I've read, the only solution is to contact their support, provide requested photos indicating the corruption to get an RMA, and get the watch replaced.

I contacted their support, via the iPhone app as someone suggestion, on January 1, 2014. To date, I am still waiting for a reply. I did get an automated reply the same day, telling me that someone would be contacting me "soon".  I guess their idea of "soon" is a little different.

I should note that the display corrupt does clear up after a few button presses, and the watch face remains clean for the most part, so it's not entirely useless — it's just very annoying.

Coincidentally, Pebble has recently announce their "Pebble Steel" for $249. The firmware update that will accompany it looks pretty sweet, but until these display issues are resolved I'm not interested.

This last photo is kinda funny... they tout the original Pebble as having a "scratch resistant lens". Click the photo and you'll see exactly how scratch resistant it is. :)

The scratch resistant lens after normal
daily wear.
An update can be found here.

Sunday, March 3, 2013

Otter Box update

I received an email from Otter Box on the weekend, informing me that I didn't send correct photos. Apparently, my name and address had to be HAND written on the piece of paper. I'm not entirely sure why that makes a difference. My best guess is so that I'm not using someone else's photos, where it would be easier to put a digital name and date on them?

I dunno.

I sent off new photos and within the day got another email informing me that it's no being processed.

Wednesday, February 27, 2013

Otterbox, take 2

Back in July, I received a warranty replacement Otterbox case for my iPhone after the one I purchased about 8 months earlier cracked.

Today, I noticed that the replacement case is now cracked. :(

They claim it can withstand bumps and drops. I've dropped my phone a few times on carpet at work, or the laminate floor at home. I guess that's how it happened.

I'm not sure if they'll replace this one, so I went to their web site and filled out the form, also asking if the replacement comes with the same warranty (which I believe is 1 year)

I received the familiar automated reply asking for a photo. This time it asked for 3 photos: one of the front, the back, and one indicating the damage.


For all of the photos, they ask that you take the photo with a piece of paper showing your name and date.

I really like their cases, so I hope they'll send another replacement.

Friday, July 13, 2012

Otterbox Rox

On Monday I noticed that the Otterbox case for my iPhone was cracked. I knew these things had a warranty, so I paid a visit to their web site and found where to submit a warranty claim.

This was at around 11:30pm. I filled out the online form with the required info. After submitting it, I received an email asking for a photo of the case, showing the damage, along with a piece of paper in the photo with my name and date written on it. I replied with the photo.

The next day, I received a confirmation that they were sending me a new case. The day after that, I recieved an email invoice (for $0.00) for the new case.

Today, I recieved the new case.

4 days to send me a new case is amazing customer service. It's probably more like 3 days, when you consider that I submitted the claim after business hours on Monday.

Thank you Otterbox!

Thursday, December 29, 2011

iCaved for an iPhone

My cell phone contract was due for renewal in January. My wife's has been expired for a year or two, but she had been waiting for mine to expire in case we could get some kind of deal.

She had been wanting a smart phone for a while. I had one for 3 years, and HTC Touch Diamond, that I've been cursing at for 2 years. I swore I'd never get another touch-screen phone. They're fun for anything but using as a phone. As a phone, they're slow and awkward. Or at least mine was. Probably because it was using an older Windows Mobile as the operating system.

I looked around at some Android options. The touch-screen/keypad combos. I was leaning heavily to those that were free with a contract. Nothing really stood out with my carrier, Telus.

I've always thought that Apple products were overpriced, so the iPhone wasn't even a consideration. At first. But I have an iPod Nano that I won years ago, and I use iTunes to sync my music. If I had an iPhone, I could use it for my music, and as a phone, and to run some apps that I couldn't find on the Android. But it was a touch-screen only phone. And it was by Apple. And it wasn't free.

The upgrade price for a 16GB iPhone 4S was $160, and if I got one, I'd have to get my wife the same. It only made sense to not have to learn two phones to do stuff. I could go for the 4 or the 3GS which were cheaper and also free, but considering the phone would have to last at least 3 years for us, it didn't make sense to get the older technology. I suppose the 4S will be at least two versions old by the end of a 3 year contract.

I Tweeted questions out on the net to see what owners of iPhones had to say about their phone. What they liked and disliked about it. What the battery life was like. Everyone liked their phone and didn't really have anything negative to say about them.

After a little debate with my wife over pros and cons, we decided that we'd get the iPhone 4S. It wasn't free, but it did do everything we wanted it to do and that's imporant when you're "stuck" with it for 3 years. She has always leaned toward a Blackberry because many of her friends have or had one, but I don't think it mattered too much since I was paying for them. :)

I did a little web researching and found that the 3 big carriers, Telus, Rogers, and Bell all offer pretty much the same things at the same prices. Whatever happened to competition?

My wife called up Telus last Friday to see what kind of deal we could get to stay with them, over switching to the competition. We've been with Telus since they were ClearNet (14-15 years?) and we've never really had much trouble with them.

As soon as she explained to the rep why she was calling, she was transferred to someone who could make it happen. Without any trouble at all, she got them to throw in Call Display, Free Evenings and Weekends (after 6pm instead of 9pm), and waive the $25 activation fee. Plus, without any hassle, she got them to add that to my account as well to save me a call. She then called the Telus store at the St. Laurent Shopping Centre to make sure they had a white and a black iPhone 4S in stock. They did, and they put them aside for us.

We stopped by there later that evening and I have to say it was a very pleasant experience.

We were greeted almost immediately when we arrived. My wife explained why we were there and the rep went to find the person my wife spoke with on the phone, Mohamed. Minutes later, he came out from the back with both phones on-hand and escorted us to a quieter area at the back of the store to assist us.

While we were talking with him, my wife asked about the $50 accessory credit that the store offered for new phone purchases. He explained that it was only for new customers, but suggested that we could always call Telus and see if they'd offer us a similar credit. While he processed the paper work, my wife called them on her cell phone. Oddly enough, she spent more time on hold with this particular call than she did when she called from home.

While she was on hold, Mohamed explained the AppleCare Protection Plan. It was around $80, per phone, but gave us coverage for 2 years and a one-time replacement if the screen got broken. That was my biggest fear with the iPhone. I had dropped my old HTC two or three times in the past, and it survived, but the iPhone is glass. We agreed to buy the two plans and after the fact, Mohamed said he'd knock 20% off each one of those as well. Who discounts something after you agree to buy it? :)

My wife finally got through to someone on the phone and Telus said they couldn't give us an additional credit for the "accessories" since we already got credited for some things. Not a huge deal because Mohamed had already said he'd discount accessories 20% for us which was better than nothing.

In the end, we got the two phones, two AppleCare plans and two Otterbox cases. And he also put two additional reusable Telus shopping bags into our bag for fun. All in all, a very enjoyable experience. Mohamed wasn't pushy. It never once felt like he was trying to sell us something we didn't want. He was friendly and joked with our daughter while we waited. Above all, he was patient with us, answering every question we had, and didn't seem to mind waiting while my wife was on the phone with Telus to try and get us the accessory credit. He even spent time showing us the basics of using our new phones.

Yeh, we spent way more than we had originally planned, and it is touch-screen only, which I swore I'd never buy, but after a few days of playing with this phone and the 57 apps I've installed on it :) I'd have to say that it is worth it. The touch-screen does take a little getting used to, but it works way better than my old HTC Touch Diamond.

Kudos to Telus and their store reps, in particular Mohamed.

Wednesday, December 21, 2011

Tech Support, the Ubisoft way

As you can see in my previous postings, I love Rocksmith.

However, Ubisoft's technical support leaves a lot to be desired.

I posted a problem in a message thread in their support forum. They have a "sticky" thread there titled: "Rocksmith Official Bugs and Issues Thread". The "forum manager" made the first post, saying:

Please post all bugs, repeatable crashes and any major game play issues in this thread. Do not make new threads since this can result in your problem getting lost and the Topic getting closed.

This is not a means of Direct support but a means to collaborate all issues. You should also report any bugs or glitches directly to Ubisoft Support. The direct link is in my Signature.

Thank you for taking the time to report any issues.

Toward the end of the very lengthy thread, they advised users to submit support tickets for their issues.

I did that, on December 4:

I am unable to pick Tone Slot 2 in the Amp. When I tap the directional pad or left stick on my Xbox controller, it skips Tone Slot 2 and goes straight to Tone Slot 3. So I try to go back and it skips 2 and goes to Tone Slot 1. I thought it was my controller, but if it were the controller, you would think that it would go past Tone Slot 3 to the guitar picker... or it would skip past songs when trying to choose one. I also tried another controller just in case and it does the same.

I posted this same problem in your forum and it appears that others have the same problem. I'd love to see this fixed in an upcoming patch as it makes this feature somewhat useless.

As you can see, it has nothing to do with my guitar or playing the guitar. It has to do with selecting an option in the game's menu.

I first received an auto-response from the support system with various links to commonly asked questions (aka FAQs)

The next day, I recieved what I believe to be a human response from a rep:

Hello Scott,

Please follow the instructions in the following FAQ for assistance with this configuration issue: http://ubisoft.custhelp.com/app/answers/detail/a_id/15549

I'll save you a click and tell you that their suggested solution explains how to adjust my guitar's intonation. This is completely unrelated to my problem. Not to mention it could result in me messing something up with my guitar. The issue was also closed as "resolved".

I reopened it with this response:

Your suggested solution has absolutely nothing to do with the problem I reported. In fact, my problem has nothing to do with actually playing the instrument. The problem is with selecting an option in the game's menu, using the game controller. Please re-read the problem that I reported and perhaps try it yourself. Like I said, it has nothing to do with the guitar.

A couple of days later, they closed the incident as resolved, without explanation.

That's right around the time a new thread started in the Ubisoft forum, titled WTF kind of answer is this Ubisoft support criticizing the response that someone else had received. I replied with my experience. The Ubisoft Forum Manager replied, telling me to re-open my incident if it wasn't resolved, and they explained that the first response may be a simple FAQ. Why there's a need for multiple FAQ responses is still a mystery.

So I did, with a strong suspicion that it would be closed again within days, without a response. I sent:

This problem is not solved.

It was closed a day or two later.

I posted an update. The topic died off after a few people responded to my update.

Yesterday I decided to re-open my incident. It irks me that some companies feel it's ok to treat their customers like this. I used to work in tech support and this was never acceptable. I sent the following message:

I don't know why you keep closing this. Closed means resolved, and as you can see, there is no resolution posted by you in this incident.

Surprisingly, I received a response the same day.

Hello Scott,

Please follow the instructions in the following FAQ for assistance with this configuration issue: http://ubisoft.custhelp.com/app/answers/detail/a_id/15549

Deja vu? It's the exact same thing that they sent me the first time.

I responded with:

Is this a joke? You can't be serious. Did you even read what my problem was? Or read the reply I made when you first suggested this same "solution" which is completely unrelated to my problem?

My problem is NOT a configuration issue. If you feel so strongly that this is a solution to my problem, can you please explain to me how adjusting the intonation of my guitar affects TRYING TO SELECT AN OPTION in the game with a game controller.

Thank you.

I couldn't hold back. I posted a complete summary in their forum with an admittedly sarcastic  ending:

I have a sneaking suspicion that the link they sent me is also the solution to world hunger.

Within a couple of hours, I received a private message from someone whom I assume is directly involved with the development of Rocksmith, apologizing for the lack of response from support and reassuring me that my problem was a rare issue related to DLC and said that it would be fixed in the upcoming patch.

I thanked them for the reply.

Now when I posted my "summary", I admit that I did do a faux pas, and named the rep in my posting. Only their first name, and to be honest, I'd be extremely surprised if it was their real name.

The Forum Manager didn't like that, and edited my message and the replies of a couple of other people. They also posted:

Like I have stated previously, the first reply may be a simple FAQ. If your question has not been solved there may not be a solution to your Ticket. Even if the answer is not to your satisfaction, the details have been logged and if others report the same situation a fix is more likely.

Trying to call out Ubisoft Staff whether it be Forum or Support will only lead to further action.

Can you please PM me your Incident Ticket number?
Thanks

Here is my entire reply to that:

First, I apologize for naming the rep, there was no intent to "call them out". I was simply putting a name to the "bizarre" responses I received.

Secondly, what purpose does sending a completely unrelated FAQ response serve, AFTER the support system has already sent an auto-response with links to FAQs? That's rather pointless, don't you think? The only thing it does is make the company look like they don't care about the customer.

I worked in software technical supprot for 6-7 years and we used the same support system that Ubisoft uses, so I know how the back end works. I know the real reason why they close them off, but I won't get into that.

If there was no answer to my problem, then they should be straight forward and say so and at the very least reassure me that the issue was forwarded to their engineers. The incident should not simply be closed with the hopes that I'll just go away.

Having said that, I did receive a private response from someone at Ubisoft (or from Rocksmith) shortly after I posted my message, apologizing for the trouble and they reassured me that my problem is a rare issue somewhat related to DLC and will be fixed in the upcoming patch. I thanked them for their assistance.

That is how support should work and if it did work like that, this entire message thread wouldn't even exist and you wouldn't have to threaten your customers with further action for being rightfully upset.

If you still want the incident number, feel free to PM me, otherwise I no longer need a response as I did get one from someone who cared enough to give me one.

I wasn't sure if I should post that because I thought it might touch a nerve, but thankfully it didn't. I received this response from the Forum Manager within the hour:

We do care and I understand your frustrations. This is why I asked for you Ticket number. I still have to uphold the rules though.

I am glad you were contacted about your issue and given an answer. Please let us know if you are still affected after the patch release.

Seriously, Ubisoft, you have to do something to improve your technical support. Why couldn't I have received an answer the first time I submitted the support ticket? Surely, your first level tech support people must have some kind of escalation route for problems that they can't resolve or at least provide some assistance for?

I suppose it could be worse — I could be a PS3 user. The PS3 version appears to be plagued with problems. There are endless reports of crashes and lost progress.

This is the second Ubisoft game that I've had a poor technical support experience with. My patience is wearing thing, Ubisoft.

 

Wednesday, June 29, 2011

BMO cares

Last Thurday I discovered that my BMO Mastercard had been compromised.

I was buying gas at Esso using my Esso SpeedPass, which is linked to my Mastercard, and it was refused. I then tried to use my Mastercard and it was refused. I ended up paying cash.

When I arrived home there was a message from BMO Mastercard's Fraud department asking me to call them. I did, and was advised that there was a $1600 and an $1800 charge for The Source and Best Buy that triggered the lock on my card. I was advised to visit a local branch where they would take card of the forms I needed to sign, refuting those charges.

I walked up to a local branch that night, about 30 mins before closing time. Without going into too much detail about that experience, I spent about an hour there because the branches don't normally deal with Mastercard issues. Due to the postal strike it seems that they were put in that position without being notified. The staff at the branch were incredible in helping to resolve the issue with BMO over the phone.

The rep I spoke with on the phone, while at the branch, told me that I would receive my new card via courier in 2 business days. I should have received it on Monday. It is now Wednesday.

I called BMO Mastercard's customer service number. After a brief time on hold I was speaking with a rep who asked for my Mastercard number.

I told her the situation and said I could give my old number if that helped.

She immediately apologized and explained that due to a larger volume of requests for couriered cards, there was a backlog and that it may take an extra time to arrive. She offered to check on the status of mine, so I gave her the old card number.

After confirming some information to ensure that I was who I said I was, she advised me that my card had not yet been shipped. She apologized again and asked if I was travelling and in urgent need for the card. I explained that I have a recurring charge that was upcoming, but I could probably make arrangements to pay it another way if necessary. She thanked me and said if I could do that it would help a lot.

Then without even asking, she told me that my yearly $35 fee would be refunded for the inconvenience and I would also receive AirMiles for the charge I would not be able to apply to the card.

She also noted that I have been a customer for 9 years and thanked me for that.

To be honest, my biggest concern about not yet receiving the card was a fear that it had gotten lost, but I came away from this experience feeling like they actually cared.

Yeh, I could have gone off on a rant about how I shouldn't have been told 2 business days if it wasn't going to be 2 business days, but seriously, why bother? What would that accomplish? They made a decent attempt to compensate me for the inconvenience, and treated me like a person and not a number. I've been on the other end of the phone before, and I know that "shit happens". It was nice to see that the reps at BMO have the power to do little things like this without jumping through hoops.

Kudos to BMO.

Thursday, June 23, 2011

This is how you get my business

I decided this week that I need a new bike. My 18 year-old lime green CCM mountain bike has seen better days. While it's still quite functional, there are things that I fear may fail at an inopportune time at some point in the near future. Besides, I really need a bike with front shocks to ride on some of the crappy roads we have here in Ottawa.

I first found a bike that came in a 23" frame: the KHS Alite 150. The reviews were pretty good, it's a good looking bike, and the price wouldn't break the bank.

I discovered that there were at least three retailers in the Ottawa area that carried KHS bikes. One of them was Dinardo's Skis and Wheels. They listed all of their bike models on their web site, along with prices. I liked that.

The other two retailers web sites referred you to the KHS web site for details, and they didn't list prices.

Being a somewhat smart shopper, I sent the other two emails on Tuesday morning asking if they had the bike with a 23" frame in stock, and how much they were selling it for.

On Wednesday, just over 24 hours later, I received one reply. They told me that they didn't have that model in stock, advised me that they had hybrid bikes in stock with a 23" frame and suggested I call the store. I still haden't heard from the other one.

I sent Dinardo's an email Wednesday morning asking if they had the KHS Alite 150 with a 23" frame in stock.

Within a few hours, I received a reply from Frank Dinardo. He told me it wasn't in stock, but if I ordered today I could have it by the weekend. In addition, he told me it was available in black for the 2011 model, or red in 2009 model.

I sent off a reply asking if their 15-30% sale would still apply if I ordered today but didn't pick up until Monday since we were going away for the weekend. I said I could drop by after work.

Once again, I got a reply within hours. Frank told me that the sale was for in stock merchandise only, but he also included special pricing for the 2009 and the 2011, if I dropped by today to pay and place the order.

That is how you gain a customer.

We drove out to the store in Bell's Corners after work to have a look and chat.

The staff were really helpful. I explained that I had an email exchange with Frank earlier and one of the employees said that Frank had mentioned it. We talked a bit about what my primary use would be. He explained that for the KHS Alite 150, he doesn't like to recommend it for anyone over 160lbs. My wife asked him what the alternatives would be. He showed me a 2010 Jamis Allegro 1X. I guess you would call this a hybrid. Jamis calls this a "Cross-training" bike. For my use, which is mostly street and bike paths, he recommended it over the KHS Alite 150.

I had never really considered a hybrid style bike. The frame, even though it was a 21" was certainly large enough. It's actually a closer match to my 22" CCM frame than the KHS Alite. The tires are narrower than a mountain bike, but wider than a racing bike. I'm not sure what the wheel size is, but they do look pretty large as well.

He asked me if I wanted to take it for a test ride. He pumped up the tires, handed me a helmet and let me take it outside. I liked it. It felt good. It felt a lot like my old bike, size-wise. It felt large.

The regular price of this bike was over $700, but it was on sale for $549. It was a bit more than I had planned on spending on the Alite 150, but all things considered, if I could make this last half as long as my last bike, I'd be happy. Plus, I genuinely felt like I was getting good service.

That was enough for me. I picked out a carrier, a saddle bag, bottle holder, and handlebar extensions. He took the time to explain a few things about the disc brakes, some basic maintenance to keep it in good running condition, and said I should bring it back in 2-8 weeks for a free warranty inspection because cables, etc. will stretch from usage and adjustments might need to be made. After paying, he took the bike to the back room to install the accessories for me and make a few adjustments.

While we were waiting, Frank appeared and introduced himself. We chatted about the bike, and cycling in general. Seems like a nice guy. It was a little after 6:00pm when I got the bike and was on my way.

I have to say that my overall experience was a really good one. I was impressed with the email communication and professionalism in the store. They clearly wanted my business and they got it.

How good is the bike? I can't really say yet since I haven't ridden it for more than the test ride at the store. I won't have much time to ride it before the weekend, but I'm off work all next week so I'm definitely going to take it out often.

Img_8347

Incidentally, I did get a reply from the second store I emailed yesterday. The reply arrived earlier this evening, after I got home. They told me that they didn't have the KHS Alite 150 in stock, but recommended another very similar model, same style, different brand, and it was on sale. The price was a little more than I paid for my Jamis. I guess it didn't really matter in the end since the price compared to KHS at Dinardo's was quite different, but to their credit they did reply with useful information. Unfortunately for them, not as quick as Dinardo's.

Monday, March 7, 2011

CrashPlan needs a better support plan

I'm a believer that a product is only as good as the support that backs it.  Unfortunately for CrashPlan, this is where their product falls short.

CrashPlan is a data backup service. For free, you can back up your data to an external hard drive, or to a friend's PC across the internet. For a subscription fee, you can also back up your data to their servers — CrashPlan Central. The big draw to their service is that they have an unlimited data backup subscription.

Some time at the beginning of February, I decided to try out their 30-day trial of the service. It worked well. So well that I was impressed enough to subscribe for their 4-year unlimited plan within days of trying it.

After activating my subscription and backing up more data to their servers, I noticed that most of my data was no longer appearing under the restore option.

I used the search function to look for files that I knew I had backed up. It found them, so I was confident that they had the data backed up. But that's not very functional if I needed to restore a folder full of files where I may not know the names of every file in that folder.

I logged onto their web site and submitted a support ticket. Within minutes I received an automatic reply informing me that I could expect a response within one business day.

Two business days passed with no response.

Only after expressing my displeasure on Twitter, twice, about not receiving any response I received one — two weeks after the original submission.

They asked for more info and screen shots. They also apologized and credited me 30 days. I provided the requested info immediately.

Another week passed with no follow-up. Again, via Twitter, I got another apology and then a reply to my support request appeared in my email inbox. This time they asked for the log files, and instructed me on how to provide them. I provided them.

As of today, that was two responses in 26 days, and no solution, and I think the only reason I got any response at all was because I commented publicly on Twitter. Or was it a coincidence? Twice? I have serious doubts that I would have received any response if I had remained quiet. I have since seen other people comment, in their support forum and on Twitter, about the response times.

My original intent was to wait a full four weeks before canceling, but the more I thought about it this morning, the more I asked myself "Why?" Why should I bother? They've had almost four weeks to at least provide me with a little hope that my issue would be resolved soon. And what if I needed that backed up data immediately? Could I trust that they would be there to help me when I needed them?

Nope.

I logged onto my account and tried to cancel. It failed, and informed me to contact support@crashplan.com. If there were any doubts in my mind about the decision before this, they were gone now.

It took three or four attempts to cancel before it actually worked. Oddly enough, the one that worked was the one where I didn't bother to add a reason for canceling.

Minutes later, I received an email from CrashPlan informing me that my subscription was canceled and a refund — minus $2.86 for the month used(?)... so much for that 30-day credit — would be issued.

It's too bad that they weren't as quick to keep a customer as they were to let one go.

Wednesday, March 2, 2011

One rant, two rant...

I am so frustrated with the lack of support for a service I pay for right now.

I'm not quite ready to turn up the rant volume yet.  Depending on how this next week goes, I may have a fairly beefy blog posting to put up. I've been keeping notes — a small diary of sorts. Next Wednesday will be the day, if things don't change in the next six or seven days..

Even then, I may still post something about it. I haven't decided. Stay tuned.

As an aside, yes, stuff is still broken and missing here on my Posterous blog. I'm serious considering dumping this and going back to only posting on my Blogspot "mirror". As with the aforementioned service, I can't trust something that loses my data. I'm glad I kept up the cross posting.

Saturday, December 18, 2010

Kudos for Best Buy?

I had some rather unpleasant experiences with Best Buy in the past, and this was no exception. However, when they do something right, it's also worth mentioning.

Earlier this month Best Buy had a promo where you could earn extra Reward Points for purchases totally over certain amounts. One of those was 2000 Reward Points ($20 value) for a purchase totally $100 or more. I ordered a couple of items and the total came to $104.98 before tax.

The first problem I ran into was not knowing where to enter the "2000POINTS" code that entitled me to the 2000 Reward Points. The only field that would accept this code was the Redeem Digital Dollars field. I entered it there and proceeded with the purchase.

A day or so later, I checked my Reward Point balance and there was no record of the purchase, nor was there any "pending" points balance.

I emailed Best Buy inquiring about this. I never got a reply.

I posted the issue on their Facebook page and I did get a reply saying that I should have gotten them and suggesting I check my balance. Not entirely helpful, but it was a response.

I bitched about it on Twitter and a day or two later I got a message from someone who appeared to be a Best Buy rep asking for details. I sent the ma brief summary. They gave me an email address and suggested sending the details to it and I did.

A day or two later I got a reply advising me that my problem was being forwarded to the Reward Zone reps.

This evening a long distance number called my home phone. We don't normally answer them because it's almost always a telemarketer, but my wife answered it anyway. Moments later she handed me the phone and said "Someone from Best Buy headquarters..."

I don't recall the woman's name, but she was apologetic and advised me that I did everything correct in entering the code, and that I did indeed qualify for the points and they had no idea why it didn't automatically add the 2000 points to my Reward Account. She said they were going to look into it, but she also added that she would fix my account so I got the 2000 points that I was entitled to.

I thanked her for the call and that was that.

I think it's pretty cool that a company will actually call someone to resolve a problem rather than let them go through email hoops.

I will add, however, that the call lead me to believe that the points had already been added to my account. I checked an hour or two later and they still did not appear. I'm hoping that it's just a delay and I won't have to update my blog with a rant. :)

I think Best Buy still has a long way to go to improve their customer service (i.e. responding to ALL emails!), but this is a step in the right direction.

Tuesday, June 15, 2010

Big corporations DO care – go figure

I arrived home from work today to a surprise: a plastic-wrapped package sitting on my dining room table, from UPS.

It was my Xbox power supply.

So, it would appear that the manager I spoke with was right, it could arrive today – and it did.

So, yes, I did get all worked up over nothing. However… had a few things been done differently by Xbox support and the repair process, this blog post and the other two wouldn’t exist.

This is where things make a  change for the better.

Just over an hour ago, as I was typing an update saying that I got my power supply, the phone rang. My wife answered it and handed me the phone.

It was another surprise. A surprise that restores my faith in big corporations, like Microsoft and reassures me that there are indeed people out there fixing the wrongs rather than simply ignoring them.

The surprise was a man by the name of Anthony, who was calling from Microsoft. He had received a “heads up” about my problems, and my earlier blog post. I honestly don’t know how he was made aware of it, nor does it really matter. What matters is that he called to make an effort to fix my problem and make me a happy customer. If someone out there took it upon themselves to escalate the issue up the corporate ladder at Microsoft, thank you very much.

I won’t go into the small details of the call, but I will say that we had a great conversation. He apologized for the experience. He explained the hows and whys that lead to the problem.  He didn’t try to deny that there were areas that needed improvement. He didn’t make any excuses. He was well aware of XboxSupport on Twitter. :) He listened to my suggestions on how to improve the service.

He also told me that he was sending me a new power supply for my Xbox, to arrive tomorrow. That was before I had a chance to explain that I did in fact receive the original one today. They actually thought that it got lost in transit, so he took it upon himself to send me a new one. Now I will have a spare.

He also asked me if I had any trouble setting up the replacement Xbox. We talked a little about that, and he asked me for my email address so he could send me his personal contact info so I can let him know how it goes and if I have any problems.

There’s not much else to say, except that I am still somewhat shocked that I received a call, and so quickly. A lot of people, including myself, often bash Microsoft. My earlier blog posts are proof of that. All it took was one call to change my view of the company.  They are listening and doing something.

Kudos to Microsoft and kudos to Anthony.

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Canned responses

I sent the Xbox email support a message last night using their support submission form. I chose the “Other” option from the drop down list, thereby eliminating all of the more common issues they help with the hope that I’d get a human to read my message.

Because the form is limited to 1000 character, I suggested that they visit my blog where all of the details are posted, or forward my message to a manager or someone higher up as I had already dealt with support.

Seemed simple enough. Or so I thought.

This was in my email this morning:

Hello Scott,

Thank you for contacting Microsoft online support for XBOX. I am Kody and I will be assisting you today with this issue.

I understand that you are encountering problems with your Xbox 360 console.

As our dear customer we are committed on giving the best possible service. We know how unsatisfactory your situation is when your console is not performing correctly.

In order to check what is causing the problem and give you the correct steps to resolve the issue, please provide us further with more specific details such as:

  • Exact error message or error code as seen on the screen (if there are any).
  • Games (Original Xbox games or Xbox 360 games) that are affected.
  • The number of red lights flashing on the Ring of Light (surrounds the power button light), if any.
  • The color of the indicator light on the power supply unit while the console is turned on.
  • Please include other details that can help identify the issue.

You may also include other details that can help identify the issue.  I look forward to hearing from you again and helping you resolve your problem.

If you need to reply to this e-mail, please reply 'with history' (include any previous e-mail) or reference to Service Request Number 1133432296 so we can expedite our service to you.

Thank you for visiting Xbox.com. We hope that we were able to assist you, and that your experience with our customer service was positive - something we constantly strive to improve. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.

Best Regards, 

Kody
Microsoft XBOX Support Services
http://support.microsoft.com

That’s a canned response if I ever saw one. And based on the time I received it (6:19am) in comparison to when I sent it late last night, it’s not an automated canned message. A human, whether it really was a “Kody” or someone else, had to click a button to send it to me. Do I assume they simply didn’t read my message and just blasted through a bunch of “Other” flagged messages with the same canned response, or did someone actually read it, not give a damn, and then send the canned message in hopes that I’ll go away?

Is it any wonder why Tech Support gets a bad rap, often being compare to monkeys, when all they’re told to do is act like monkeys?

I was originally going to reply with a simple one-liner pointing to my original request, but the more I read this canned response, the more it bothered me. The temptation was too great, so this is what I sent:

Hello Kody,

Thank you for replying to my online support request for XBOX. I am Scott and I will be replying to you today with more details on this issue.

I understand that you are encountering problems with reading my original support request pertaining to my Xbox 360 console.

As the the dear customer you say I am, I am committed to giving you the best possible reply. I know how unsatisfying your job must be when upset customers, like myself, send long-winded support requests with very little detail.

In order be as clear as possible about what my problem is, I will again provide you with a link containing all of the information necessary so that you can provide me with the best possible service. I know, that you know, how unsatisfactory my situatuon is when my console is not functional.

Here, once again, is the link containing the information about my issue:

http://blog.scottpaterson.org/2010/06/it-must-really-suck-to-work-for-xbox.html

Thank you for visiting my blog containing all of the details you need. I hope that you are able to assist me, and that my experience with your customer service will be positive - something I'm sure you constantly strive to improve. If you should have future questions on my problem, please don't hesitate to contact me.

Best Regards, 

Scott
Microsoft XBOX Customer
http://blog.scottpaterson.org

Hey, if they can do it, so can I. :)

I’m still chuckling.

Monday, June 14, 2010

It must really suck to work for Xbox support

I don’t even know where to begin.

This might come out all jumbled because it was one of the most frustrating experiences with customer service I have ever experienced; and I have experienced them from both the customer side and the support provider side many times in my life (more so on the provider side)

As mentioned in previous blog entries, my Xbox Elite died and I sent it off to be repaired or replaced. It wasn’t a warranty repair, so I paid about $123 Cdn for the “service”.

Much to my surprise, once I finally sent it off, I received it back today. Amazing four business day turn-around. I was happy.

Until I opened the box.

There sat a nice, plastic-wrapped, refurbished Xbox Elite with a 30-day Xbox Live Gold card taped to it to add onto my existing account (for my troubles, I assume)… and no power supply brick.

Now, before anyone says “WTF? You sent the power supply too? You’re not supposed to send accessories!”, let me explain something.

In a brief chat with @XboxSupport on Twitter, I specifically asked if I should send the power supply with the Xbox console.

XboxQuestion

To which they replied…

XboxReply

I am well aware of the “no accessories” rule, but the reason I asked was because my Xbox did absolutely nothing when turned on. No power at all. By sending the power supply, I was hoping to ward off any bad experiences with a refurb Xbox and a faulty power supply.

So much for that idea.

So, I decided I would call up Xbox support and have a chat. Surely this can be resolved quickly, and to my satisfaction.

First off, their support line seemed to throw me into a loop. I guess it detected my phone number, saw I had a repair incident and decided I should need to know the status.

Ok, thanks, but I want to talk to someone.

For some reason, it kept telling me that for repairs, visit support.xbox.com online and submit the repair request and then just left me hanging to go back to the main menu. It may very well have been my own mistake, but I couldn’t seem to find an option to speak with a real human being.

I hung up and swore a few times.

I called back. I decided I would try Tech Support. If anything, I’m sure they could tell me who I should speak with.

I lucked out and got through to an option to speak with a person.

I really don’t recall his name, but the guy was polite and had a slight accent. It’s nothing personal, but I rarely listen to names. Bad habit. My mind is so preoccupied with what I want to say, that it goes in one ear and out the other.

So I explained what the problem was. After a few misunderstandings, he asked if he could place me on hold to look for my power supply. Yep, look for my power supply.

He came back, thanked me for holding, and proceeded to explain that it would be 9-12 days for it to be returned to me.

Umm… wait a minute… 9-12 days???

I asked him how this was possible. It took 4-5 days for my dead console to be shipped to them, be replaced, and shipped back to me… yet it’s going to take 9-12 days for them to return a power supply to me?

He actually interrupted me and began to explain that for “accidentally returned” accessories, this was the norm.

I then proceeded to clarify that this was not an “accidentally returned” accessory. (Never mind the fact that I don’t consider a crucial part for the operation of an Xbox, like a power supply, to be an accessory) I told him that had asked @XboxSupport if I should send the power supply with the console and I was told yes (or “yeah” as the case may be)

This is where we got stuck in a loop. The support rep stuck with the corporate policy of 9-12 … me explaining that this was not my mistake… him giving more apologies… me poking and prodding for some kind of compensation… more apologies… more corporate policy… and then me thanking him for his help, assuring him that I appreciated his help, and then asking to speak with a manager.

When I worked in support, I hated that. But it happens, and you comply with the customer’s request.

I got some resistance, as expected. It was explained to me that the manager would tell me the same thing. I thanked him and insisted. He asked if he could put me on hold while he found a manager. I thanked him.

{Insert annoying hold music here}

I don’t know how long I waited… 2 or 3 minutes perhaps?

He came back and explained that he was still looking for a manager. I thanked him. He thanked me again for holding.

{Insert same annoying hold song here}

More waiting.

He came back again and explained that he was still looking for a manager. I thanked him again. He thanked me again for holding.

Repeat that once or twice more. I actually thought that maybe they were hoping I’d just hang up.

Supper was ready. I was getting hungry.

Finally, he returned to say that a manager was found and told me his name. Again… bad with names. See above. He let me go and left me with the “manager” who asked me how he could help me.

He seemed a little uncertain of what to expect from me. Nervous perhaps. I know that feeling well. I asked him if he was aware of what the problem was, and so it began.

More of the same corporate policy, and apologies (a little more apologetic actually), and now it seems that it was going to be 5-10 days. In fact, my power supply might arrived tomorrow since it has already been 4-5 days since I sent it to them(???)

I explained that 5-10 days was unacceptable, especially considering that it only took 4-5 days for the entire exchange of dead Xbox for a refurbished Xbox. How could it possibly take 5-10 days to send me a simple power supply?

From what I gather, I’m lucky that it was an exchange, because that’s fast. Had it required a repair, I could be waiting 2-3 weeks and my power supply would arrive before my Xbox.

Again, it was implied that I made the error in sending them the “accessory”. Again, I corrected him.

And then something shocking happened. He asked me for more information about @XboxSupport on Twitter. He paused. He then began to explain that corporate policy forbids employees from using Twitter in any official capacity.

I told him that it is indeed official support. He repeated the policy. This went on back and forth for a few minutes. I said “So you’re telling me that there is no official Xbox support on Twitter?” He said he stood by his comments.

I had to laugh. And I did. Sorry, but it was funny.

I went on to explain that Xbox Live’s own “Major Nelson” recommends @XboxSupport on Twitter and that the Twitter account is even listed the Xbox.com support page. He asked me where. I frantically searched for the page. I had seen it earlier, but now I couldn’t find it.

In the meantime he assured me that he was well aware of the support available in their department. I told him that I believed him, but that he was obviously unaware of the support available outside of his department.

I then found the link. I read it out to him and he went there. There was silence. I asked him if he could see it.

He then tried to tell me that they don’t do hardware support. (I was later assured by @XboxSupport, during a rather humerous exchange when I told them they don’t exist, that they do indeed do hardware support) I also explained to him that I never went looking for help from @XboxSupport in the first place. They asked ME how they could help after I made a comment about waiting for a box. I then asked them about the power supply.

I told him that he should be upset that they are not made aware of their support offerings. I sure as hell would be. I’d be pissed if I just finished debating with a customer, and betting the farm that I was right, only to have them prove me wrong.

When then got stuck, once again, in the loop of apologies, corporate policy of 5-10 days, etc. I’ll give the guy credit, he sure was stubborn.

I had enough. I thanked him for his help and then asked to speak to someone higher up.

He kindly explained that there is nobody higher. Everyone higher doesn’t take calls. I then got a little sarcastic. I said “Surely they have a phone, and surely they speak to people on a daily basis!” I used to hate when customers did that to me. He said they don’t speak with customers.

I said “So they aren’t customer focused people… they don’t care about customer service?” I then went onto explain that when I was in support, there was always someone higher to speak with. If I, as a manager, couldn’t make a customer happy, there was my boss… or his boss… or the CEO. SOMEONE in the company had the power to turn an unhappy customer into a happy one. It was rare that someone would not go away happy and it was very rare that they had to go above me.

I told him flat out that I was looking for some form of compensation for what was not my error… anything… 30-days of Xbox Live Gold… anything.

He didn’t budge. They don’t have that power, unlike the refurb centre and their 30-day Xbox Live Gold cards.

I explained that’s why I would like to speak with someone higher.

Again with the “they don’t accept calls” stuff… more apologies… and so on.

I interrupted him and politely asked him when I would receive my power supply. 5-10 days was the response. I said “Fine, thanks for the help, and be sure to let your boss know that I will be calling them… or someone else there, because I am not finished” and then I hung up.

This actually seems much shorter than our conversations, believe it or not. There was far more repetition from him, and me.

I really do feel sorry for the guy, in a way. To be kept out of the loop like that… that’s embarrassing and a shining example of how not to run a support department (or any department for that matter).

But then again, he’s probably working for peanuts at an outsource centre. The corporate mother ship doesn’t really care about them. Do your job and nothing more. You can be replaced.

So now what? I don’t know. Yet. I’ll figure something out.

In the meantime, if you’re a Microsoft / Xbox employee and you have any power in you to make even a half-assed attempt at making me happy, feel free to give ‘er a go. You certainly can’t do any worse than your hand-cuffed, out-of-the-loop support people. I really feel sorry for them.

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