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]

Wait till your 360 dies and you have to talk to some asshat condescending computer voice named Max and have to dump it off at the UPS, wait a week till they ship you a shipping box and wait another 3-4 weeks while they "fix" it. And no, you aren't getting that shipped overnight for free.

Where exactly is this bad customer service? He seemed polite. I've never heard of a company paying for overnight shipping to replace a product without an RMA. I guess the larger companies can afford to do that though.

[autobott]

I'll edit to show what I meant...

[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!

[jrh1972]

The guy did seem like he was being a dick about it for a minute, but I think you should be happy that they're willing to send you a new one at all without getting the old one back first. For all they know, yours could be working fine.

[hawttamale]

Dude,

[autobott]

I thought I was being nice? I even apologized for asking for more options!
That's kinda the whole point...I expect better support, becuase if I were on his end I would be offering it!

[skortchaser]

He was probably only allowed the standard 5 day shipping. What he should have done was get his manager in on the chat. Not sure how that works in the chat tech support world. Do you join a party chat?

[autobott]

Not sure...IM support is the worst though. It took like 15 minutes for anyone to even join.

I guess I've come across being the jerkface in this exchange...the whole thing just rubbed me wrong though. The convo started with him being all "hey dood...cool.." etc. then it turned into him arguing/being condescending, all seemed very unprofessional IMO.

[crakstar]

Do you want me to murder him for you?

[autobott]

nah, sent the part...I assumed he hung up the phone and then went home.