Customer "Service"

[autobott]

This has got to be the worst customer service I have ever encountered.  I ordered some dolby surround headphones last week, got them on Thursday or Friday, they didn't work today when I tried them - so I contacted their support desk:

You are now chatting with Mike (Support) (Support Chat)
Taylor Wyatt: Hi Mike
[had to wait 2-3 minutes for response]

Comments

[skortchaser]

From Tritton's RMA Policy page

[autobott]

Maybe things are different because I have a Dell rep, but i just call and the send me a replacement o/n, with comes with a return label for the broken part.

Samsung ships me monitors next day with a return label in the box. I did have to give them a CC# in case I didnt return the old one. When I called them about my bluetooth earpiece they said "We'll ship one right out!" without even asking for serials etc.

Anyway, remember how pissed you were when your xbox died? Imagine it dying a few days after you opened it up! It just seemed like I was talking to some argumentative kid that really didnt give a rip about his product dying. He could have been a lot more helpful imo. Hell, I would have rather called but email and IM were the only support options on the site.

[hawttamale]

in all those instances you just mentioned, are any during the week of Dec 25 - jan 1? Do you really expect a comped overnite? how much did you spend on the tritton device?

[autobott]

around $150.

But you aren't getting the point! It's not the shipping that's the big deal, it was the guy being an asshole!

[skortchaser]

I think using text chat to communicate tech support can leave out the sort of a care you hear in a rep's voice. When you read back what they type sometimes you apply your own tone to what they say. he did sound a little cocky at first but ultimately he sounded like he did want to help.

What's funny is my thinking is that if you deal with a smaller company's tech support, you would get better service. But the reality is that bigger companies have more money to do things like overnight shipping replacements compared to a smaller company making every dollar count.

Maybe he was taking a duece inbetween those 5 minutes.