Making Sense Out of Non-Sense
So many years ago, I was introduced to a program sponsored by Xerox called “Free Color Printers”. You get a free color laser printer from Xerox, you have to commit to a two or three year contract and you have to buy the ink and any other maintenance kits from Xerox directly. You pay a bit more for the ink, but no money for the printer itself. It is full covered under warranty during the life of the contract so no worries there either.
Of course, at the busiest time of the year, the printer shows an error so a call to the support center was made. Thursday afternoon, service request in, Friday morning, Fed Ex delivers two packages of parts and we waited for the tech to come. Which he did and “fixed” the printer. He finished and took with him the unopened box of parts. An hour after he left, the printer was showing the same error message.
So I call the 800 number again, they put in a service ticket and we will now have to wait until Monday. This morning, a new tech calls and says he just received the ticket, he would like to schedule an appointment for the 23rd (Tuesday). When I asked if he was the same tech from Friday, he said no; when I asked why he was not coming today, he said he did not receive the ticket until this morning so no parts were in and he could do no work on the machine. When I asked why the original tech wasn’t made to come back with the parts, he said he would rather not speak about another tech. Okay, I get that but I didn’t ask him to critique the previous tech, I just asked why he would not have returned seeing as though he had the parts and the machine was giving the same error message.
That was answered with, “You know ma’am, I’m just trying to help you out here; I’ll order the parts and come in on Wednesday as long as I get the parts”. Wait – does that mean he may not get them by Wednesday? He said it was possible. When I asked if it was then a possibility that the machine wouldn’t be fixed until Thursday or Friday, he said, “Well fine, then I’ll go by the book. I’ll come see the machine on Wednesday, order the parts and maybe we can fix it by Thursday or Friday”.
At that point, I gave up and said, “Okay, you do what you have to do – I just want to get this fixed. But I am calling the 800 number back to find out why the original tech who had the parts was not sent back” – he said “You know, I said I was trying to help you” – which I understood but to me, it was apparent that he was just the messenger – my questioning would have to be of the “back office”.
So I call the customer support center again; explain my position to three different people who all very nicely explained the same thing in the same manner – “no parts were ordered and that’s why the tech didn’t come today”.
One more time, Arrrrrgggghhhhhhh!!!!!!
I’m waiting for Wednesday to see what happens……
This seemed to be a running theme today as I found a note taped to the front door of our office from National Grid that stated they & their subcontractor would need access to the office, store and apartment in the building tomorrow anytime from 9am to 3pm. Of course this note was left less than three feet from our posted office hours – a sign that says we are closed on Tuesdays. The note was posted after 3:30pm today and listed a phone number available at their offices from 7am to 3pm.
Should I reiterate??? Arrrrrgggghhhhhhh!!!!!!
That’s the kind of day I had today.
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