Now I know it’s been a while
since I posted anything here, but for the most part given the current political
climate and the fact that the Republican Party has not just run off the rails,
but has lost their minds since Mittens lost the election I didn’t feel like
posting a weekly obscenity filled rehash of the most recent GOP brain fart.
This blog was my way of
voicing my opinion of politics in American, but today I’m going to post
something a bit more personal.
I’ve been buying parts for a
new computer for a while now because my old machine was 6 years old and had
finally whimpered No Mas… No Mas, thrown in the towel and died.
Some might have heard that
in August I was able to purchase the last few parts for my new machine. One of the things I got was a brand new
Samsung 24” wide screen computer monitor. Now because I was having the computer
built from parts it has taken some time to get the parts to the place building
it because I no longer have a car. I’ve
had to rely on friends to get the parts to the shop for me since no one has a
car I can borrow since I’m in an electric wheelchair. Once the monitor arrived I tucked the monitor away because I
don’t have the machine built.
Last week I found out the
computer was built and running so I unpacked the monitor with the intention of
having it ready to go once the computer itself arrived. This is where I run into the first
issue… As I unpack the monitor I
realize the power pack is missing. So
the next morning I call Tiger Direct to get some help and they tell me I need
to call Samsung USA.
I hang up with Tiger Direct
and call Samsung USA at 1-800 SAMSUNG (1-800 726-7864) and talk to a very nice
young lady who is cheerful, listens to my problem and tells me it’ll be no problem
to send me the missing power pack. All
I need to do it get them a copy of the receipt and they can send it right
out. I ask about emailing them a PDF of
the receipt since it’s an electronic receipt from Tiger Direct. She tells me that’s no problem, gives me an
email address to send it to, tells me since it’s already after 5 pm EST that
the office is closed, but that they’ll call me sometime tomorrow. The email subject line should include my
name, my phone number and the case number… I thank her for all the help and let
her know she gave me the best customer service I’ve ever received. This is saying something because I’ve worked
in I.T. so I’ve dealt with a lot of customer support. I get off the phone, make the PDF and send off the email. The next day I get a call from them, correct
a bit of confusion about the problem.
They woman on the phone was going to send me a shipping label to send
the whole thing back, but I explained all I needed was a new power pack. She said ok no problem we’ll send it out
ASAP.
**** Insert Jeopardy Music ****
A week later there was still
no sign of the power pack for the monitor, no communication from Samsung USA in
either a phone call or an email with the tracking number. Today I get on the phone and call Samsung
USA again…
1-800 SAMSUNG (1-800
726-7864).
Call #1… Customer Service
person #1
I make the call to 1-800
SAMSUNG (1-800 726-7864) and get connected to another customer service woman
who shall we say was less than helpful, It seems that because I did not call
them within the first 30 days from the date of purchase of the monitor, they
take no responsibility for the missing power pack, but I can call the part
supplier and buy… BUY… a new power pack.
I rant a bit ending with “So what you’re telling me is sorry Sir, but
you can double pay for the part we should have included in the first place and
we won’t send you because we have a rule put in place by either some Marketing
Hack or one of our Lawyers so we can weasel out of correcting our mistakes,”
The customer service drone
apologizes for about the 12th time saying I’m sorry Sir but it’s our
policy. This manages to piss me off
even more and I ask to speak to a manager.
She asks if she can put me
on hold, I say yes, she puts me on hold to listen to some bad muzak hold music
and I wait… and wait… and wait… until I get the dial tone.
I say a few choice words
that would have made my mother use both my first and middle name with a
disapproving glare.
Call #2… Customer Service
person #2
I call back to 1-800 SAMSUNG
(1-800 726-7864) and get a NEW customer service drone that has a marginally
better ability to speak English. No,
oddly enough I’m not speaking to someone in India, it’s someone here in the
good old USA who seems to speak something like a cross between English and old
Gabby and his authentic frontier gibberish from Blazing Saddles.
I explain the issue YET
AGAIN and get the same results… She gives me the number for the part supplier…
I now have steam rolling out of my ears and still have a $193 paperweight
disguised as a Samsung 24 inch monitor.
1-800 SAMSUNG (1-800
726-7864).
I take a few minutes to calm
down before the next phone call…
Call #3… The Parts Supplier…
I make the call and find out
that the part is going to cost me with shipping and handling an additional $66
and change… so I’m paying just over an additional 33% over the price I bought
the monitor for so it will work due TO NO FAULT OF MY OWN…!!!
I tell them I just needed to
get the price and I will call them back after I get paid to order the part.
Now I’m just pissed…
My phone rings…
Hi this is (insert random
unpronounceable name) from Samsung USA, I’m calling about your monitor…
*** I don’t remember much of
this conversation because she told me yet again they would not send me the part
that was missing even though it was THEIR mistake. This made me so pissed my thought was … Nice way to pour salt
into the wound ***
I do remember asking her
what was the point of this call since you’ve told me nothing new and have NOT
solved my problem. All she’d managed to do was tell me to re-buy the part THEY
forgot to put in the box.
I know if I was a corporate
customer they’d have done everything to get me the part short of sending the
monitor to me with a complimentary hooker and a bottle of 12 year old
scotch. However,because I’m just some
Joe Schmoe consumer I get the big F.U.
The worst part is I really
don’t have the money this month to spend on the power pack, but I need it cause
the computer is done and I certainly don’t have the money to buy a monitor from
another manufacturer to replace it.
*** Update ***
I called the parts company
today to order the power pack and I’m informed that the part I need is on back
order and they have no estimated date on when it will be available.
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