- Oct 30, 1999
- 11,815
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This analogy is open to comments, suggestions and feel free to input your own suggestions and experiences.....
When a crack baby cries uncontrollably it is usually because they are addicted to crack and want more crack. Of course, you should not knowingly give a baby crack cocaine, so one struggles to find some way to pacify the baby.
Customers cry uncontrollably because they are upset that their purchasing experience did not go as smoothly as they would like and despite the fact that you would like to simply give the customer a hit of crack and tell them to move on, this is politically incorrect so very much like the individual with the crack baby, one is left with the task of wondering how to go about pacifying the customer.
Example:
Customer buys a Tekblam (brand names have been changed to protect their reputation) Slot A board almost a year ago. The board dies within the one year period. We have a one year warranty on our boards so we are obligated to replace it, but we no longer carry that board. The customer asks for a recommendation and I inform him that the Battlestar has the 133 FSB, three DIMMs, and ISA and support for all known Socket 370 CPUs.
The customer receives the board and calls back. The customer states that the secondary IDE controller is flaky at best. This may be true since I tested the board with only devices on the primary controller. The customer confirms that the primary does work fine. I offer an RMA to exchange the board yet again.
The customer does not want another Battlestar board because of this bad experience and wants to pay the difference to upgrade to an Assoos board. I inform the customer that his defective board is a fluke and that I personally stand behind the brand. The customer points out that the board also has on board sound which is something that he did not want. At this juncture I feel it's a legitamite reason to request a different board, without sound, and pay the difference so I give the customer an RMA number telling him that I need to receive the board back in a COMPLETE and good condition, essentially as I shipped it to him so I can send the board back to Battlestar for a refund.
Mind you that I ship motherboards in boxes filled with foam peanuts.
I receive the board back from the customer as a Battlestar retail box with a shipping label slapped on it. No fill. Of course, this is unacceptable. I inspect the board from physical damage, confirm the flaky secondary IDE and put a new, tested board in the customer's trashed Battlestar box and ship it back in another large box filled with foam peanuts.
Of course, the customer calls me up wondering why he did not get his Assoos board. I told him that the condition of the Battlestar box was unacceptable and that I had to take the new motherboards box so I would have something to send the bad board back in. I also pointed out to him that I could not understand why he would ship a motherboard the way he did after seeing how I shipped the board to him with the outer box and foam peanuts and after I told him that it need to be received "COMPLETE and good condition".
Of course, the balling starts and I have no crack cocaine to offer.
Another example:
A customer has an Ablip motherboard. The board seems to have a flaky RAID controller. He RMAs it for another Ablip RAID board.
The replacement works fine with PCI video cards, but an AGP video card offers no output to monitor. Video card works in other machines and customer has tried other video cards. He RMAs the motherboard for another Ablip motherboard.
The third board works perfectly except for the LPT port is completely dead. By this time, our company has discontinued carrying the Ablip board due to an unusually high RMA rate. I inform the customer that he can RMA the board with Ablip if he wants another replacement. This is unacceptable because they take longer and charge $25 to swap a board out, even if it's under warranty.
I tell the customer that we can give him a store credit for the full value of the board and I suggest a better quality board like a Macrostar or Assoos and then buying a Promiss RAID controller card. The card would be beneficial becuase if the RAID controller ever failed, he could replace the card without taking the whole board down.
The customer said that this is unacceptable and that he expects a full refund on his credit card so he can go elsewhere and buy an Ablip board with RAID.
What a glutten for punishment.
When a crack baby cries uncontrollably it is usually because they are addicted to crack and want more crack. Of course, you should not knowingly give a baby crack cocaine, so one struggles to find some way to pacify the baby.
Customers cry uncontrollably because they are upset that their purchasing experience did not go as smoothly as they would like and despite the fact that you would like to simply give the customer a hit of crack and tell them to move on, this is politically incorrect so very much like the individual with the crack baby, one is left with the task of wondering how to go about pacifying the customer.
Example:
Customer buys a Tekblam (brand names have been changed to protect their reputation) Slot A board almost a year ago. The board dies within the one year period. We have a one year warranty on our boards so we are obligated to replace it, but we no longer carry that board. The customer asks for a recommendation and I inform him that the Battlestar has the 133 FSB, three DIMMs, and ISA and support for all known Socket 370 CPUs.
The customer receives the board and calls back. The customer states that the secondary IDE controller is flaky at best. This may be true since I tested the board with only devices on the primary controller. The customer confirms that the primary does work fine. I offer an RMA to exchange the board yet again.
The customer does not want another Battlestar board because of this bad experience and wants to pay the difference to upgrade to an Assoos board. I inform the customer that his defective board is a fluke and that I personally stand behind the brand. The customer points out that the board also has on board sound which is something that he did not want. At this juncture I feel it's a legitamite reason to request a different board, without sound, and pay the difference so I give the customer an RMA number telling him that I need to receive the board back in a COMPLETE and good condition, essentially as I shipped it to him so I can send the board back to Battlestar for a refund.
Mind you that I ship motherboards in boxes filled with foam peanuts.
I receive the board back from the customer as a Battlestar retail box with a shipping label slapped on it. No fill. Of course, this is unacceptable. I inspect the board from physical damage, confirm the flaky secondary IDE and put a new, tested board in the customer's trashed Battlestar box and ship it back in another large box filled with foam peanuts.
Of course, the customer calls me up wondering why he did not get his Assoos board. I told him that the condition of the Battlestar box was unacceptable and that I had to take the new motherboards box so I would have something to send the bad board back in. I also pointed out to him that I could not understand why he would ship a motherboard the way he did after seeing how I shipped the board to him with the outer box and foam peanuts and after I told him that it need to be received "COMPLETE and good condition".
Of course, the balling starts and I have no crack cocaine to offer.
Another example:
A customer has an Ablip motherboard. The board seems to have a flaky RAID controller. He RMAs it for another Ablip RAID board.
The replacement works fine with PCI video cards, but an AGP video card offers no output to monitor. Video card works in other machines and customer has tried other video cards. He RMAs the motherboard for another Ablip motherboard.
The third board works perfectly except for the LPT port is completely dead. By this time, our company has discontinued carrying the Ablip board due to an unusually high RMA rate. I inform the customer that he can RMA the board with Ablip if he wants another replacement. This is unacceptable because they take longer and charge $25 to swap a board out, even if it's under warranty.
I tell the customer that we can give him a store credit for the full value of the board and I suggest a better quality board like a Macrostar or Assoos and then buying a Promiss RAID controller card. The card would be beneficial becuase if the RAID controller ever failed, he could replace the card without taking the whole board down.
The customer said that this is unacceptable and that he expects a full refund on his credit card so he can go elsewhere and buy an Ablip board with RAID.
What a glutten for punishment.
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