Customer Service - How NOT to

I would like to share my experience of how not to give customer service.  I will leave the vendors name out of my article but you can probably guess it.  

I have a 7” Galaxy Tab - Tablet Computer.  I have found the device to be very useful.  I decided that I should upgrade to the 10” Motorola Xyboard.  I had a problem.  My contract would not be fulfilled until April 2013.  That meant that I could not break the contract without penalty or get a new Xyboard without paying full retail for the device.  I decided it was worth the price.  I would get the vendor to upgrade my account from 3G to 4G which would have cost me $10 more per month and I would have to pay $700 for the Xyboard.

I went to the storefront and told the sales representative what I wanted to do.  He told me that I could not do what I suggested.  He said the only way he could help me is to add another line to my account or pay the penalty for cancelling the Galaxy.  He said If I cancelled the Galaxy then I should sell it on Ebay to make up for the loss.  I repeated to him that I wanted to give him more money per month to upgrade my contract (not cancel it) and I wanted to pay full retail for the 10” Xyboard.  He told me there was nothing he could do.  I gave him my card and asked him to talk with someone else see if they could come up with a solution and call me.  

I never heard from him.  I purchased a Motorola 10” Xoom on Ebay for $290 and just replaced my Galaxy Tab with it.

I do not know about you but when my clients want to give me more money for more services, I give it to them.  

Adam Bell
Senior Systems / Network Engineer
Sublime Computer Services
We make your technology work

615-942-0850
adam@sublimecomp.com
www.sublimecomp.com

 

DNS Changer Malware Alert

I need to make you aware of a Malware that is hanging around undetected.  It is called a DNS Changer Malware.  It has been around since November. It appears that most Antivirus software is not fixing the issue.  If you have the Malware, then your computer will continue to appear to work properly until July 2012.  You will need to test your computer to confirm that you do not have the malware by going to:

http://www.dns-ok.us/

If you do not have the malware, then the web page will show up with a big Green background stating  “Your computer appears to be looking up IP addresses correctly!”

If you do have the malware, then the web page will show up with a big Red background stating “Your computer appears to be looking up IP addresses incorrectly!”  

If your computer shows the Red background, then give us a call and we will remove the malware and its’ effects.

You can read about the malware here:

http://www.fbi.gov/news/stories/2011/november/malware_110911




Adam Bell
Senior Systems / Network Engineer
Sublime Computer Services
We make your technology work

615-942-0850
adam@sublimecomp.com
www.sublimecomp.com