Saturday, September 24, 2005

rage, part ii

A continuation of this issue. Beware of formatting: emphasis required.

September 24, 2005

Still no recovery disks. Make unhappy call to emachines. Technician Amber says that the disks have not yet been sent,...

at this point, Customer Kelly starts to zone out, unable to hear anything beyond the fact that the disks have not been sent

... attempts to blame Hurricane Rita for the delay, and suggests that she'll try to escalate the issue. Customer Kelly calmly-yet-very-firmly reminds Technician Amber that the disk order was escalated on September 18th by Technician Mary, and that they were supposed to have been shipped immediately thereafter. Oh and by the way, Hurricane Rita hit Texas yesterday, five days after that call.

I tell Technician Amber that I'm getting cranky and request to speak with a supervisor. After a 10-minute hold (all of this, on my dime), Customer Service Supervisor JT cheerily answers the phone and asks what he can do for me.

What can you DO for me?!?! You are the tenth person I've talked to at emachines over the past two months. I want a *&#$!)% computer that works, and I want it NOW! THAT's what you can do for me.

OK, so I didn't actually go ape on him. Having been a computer technician in the past, I know it's not his fault. That said, he needs to make it all better. He promised me that the disks will be sent first thing next week. I didn't tell him my plan (because chances are good I wouldn't talk to him again next time anyway), but if I don't get the disks by Wednesday, they're getting another call from me with a demand for a new computer or a refund.

Customer Kelly is just about done with this crap.

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