ReplyTo: Chris@sound.demon.co.uk
Subject: Re: Gateway service problems--a solution!
Distribution: world
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Organization: Sound & Vision BBS (UK) 0932 252323
Date: Wed, 27 Jan 1993 23:04:44 +0000


In article <1k3hkpINN12h@digex.digex.com> cary@access.digex.com (Cary R. Stephan) writes:

>I like Gateway a lot, but I agree they have a service problem.  Here's how
>I solved it for me:
>
>First, I spent the obligatory 20-30 minutes waiting on the phone.  When I
>finally got a technician, I was super nice to him (politeness
>counts--remember, they talk all day to irritated and rude customers, when
>someone is nice and appreciative of them, they remember it and will try
>harder!).  He solved my problem and I got his name and FAX number,
>and I told him I really appreciated his efforts in helping me.
>
>When I had another question/problem a couple of days later; I faxed him a
>quick message (addressed to him), saying "you did a great job helping me
>out a couple of days ago, can you help my again please?" and detailed my
>problem.
>
>The result: FIVE(!) minutes later I got a call from him and he fixed my
>problem.  This is great--I got them to call me back and all it took was a
>little politeness, patience, a couple of cents for the FAX transmission
>time, a good technician.
>
>Try it, it may work for you too!

It will, I work in phone support (Not Gateway) I'll bend over backwards to
help someone who is polite and willing to be helped. If someone comes on
the phone shouting it will immediatley get my back up and although I hate to
say it they won't get the same quality of support. Many a time I'm asked
questions that I don't know the answers to off the top of my head, but if the
customer is helpfull I can find out what they are doing and what they want to
do. If it's a software problem I can go through the operation with them and
spot there mistake and we both benifit, the customer gets his/her solution and
I learn something new AND have a stress free call.

Well having defended the techie now to take the customers side.

Don't take no for an answer if someone says they don't know the answer tell
them to find out, if someone says the can't/won't do something speak to there
supervisor. Complain, be arrogant, awkward what ever it takes to get what you
want you are the customer.

BUT Try the softly, softly approach first.

I can be one of the worst customers I've seen. I had a new motherboard fail
on the second bank of simm sockets the supplier wanted it shipped back (my
expense) then they would send a replacement. Being as I'd sold my old mother-
board that would leave me without a system. The techie said he'd send one
after I made up some line about my business needs it to run, can't pay someone
to sit around all week etc (all lies). He the went on holiday at the end of
the week after saying they were out of stock, it was shipped, should of been
there, etc. Spoke to his supervisor who also said it couldn't be don I need to
send board to them etc etc. I said fine give me a return number I'll send it
back for a full refund. All of a sudden he remebered there courier could
collect and deliver at the same time. I was winning by this point so I said
"OK, so long as it happens tomorrow" he then tells me out of stock he got the
128k cache version (mine had 64k but I wanted 128k cache but out of stock at
time of order) I just said send that he um and ahd "It's 20 more, I don't know
if I can" Go find out was my short reply. HIS supervisor said halfway, which
suited me as it was what I wanted, just thought I'd try it on while I had him
squiming.

Well sorry it was so long thanks for reading.

And remember : Good service is no longer a right you have to fight for it :-)






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