Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts

Monday, October 18, 2010

unexpected surprise

this is almost as mind blowing as the bar owner in canada, driving us to a different bar in his minivan so we could watch the redskins. on live-chat tech support with sony trying to find the replacement charger for my wireless headphones...

You have been connected to Agent Ray.
Agent Ray: Hi, thanks for choosing Sony Ericsson Chat Support. My name is Ray. How may I help you?
Dan: I lost my charger for my HBH-IS800 headphones.
Dan: what is the correct replacement part number?
Agent Ray: You can use the CST-60, CST-70 or CST-75 standard chargers to charge your headset.
Dan: what is the difference between those parts?
Agent Ray: CST-60 and CST-70 are basically the same model, the CST-75 has a piggy connector that you can attach an accessory to it while charging your phone.
Dan: okay
Dan: thank you
Agent Ray: Is there anything else I can help you with?
Dan: actually
Dan: i am looking at a picture of the cst-60 and the connector does not appear to be correct
Agent Ray: What happens is the correct charger for the HBH-IS800 is not available to buy. However, as one time courtesy concession, I can send you a new charger as no cost to you.
Dan: that would be fantastic
Agent Ray: Please provide me with your full name, physical address and a telephone number to place the order.
...
Agent Ray: Thank you for the information. Here is the confirmation number for this order: 101810267531. You can expect this delivery within 3-5 business days.
Dan: thanks ray!
Dan: really appreciate it.
Agent Ray: Is there anything else I can help you with?


and here's the thing... it's gonna cost them about $2 in postage (the charger itself i'm sure is next to zero cost) and they bought themselves a ton of good will. THIS IS A GOOD STRATEGY IF ANYONE IS LISTENING.

Friday, April 10, 2009

please be assured that your call will be answered as soon as possible

i hung up the phone this morning and decided to try the leave-a-message-and-have-someone-call-you-back option instead of waiting on hold, thinking that no one is actually answering the phones. when i pressed 1 to leave a message, the recording told me "sorry cannot leave a message now because the mailbox is full [click]".

random posts

* i have been trying to refinance our houses. rates are extraordinarily low, with 30 year fixed mortgages at about 4.875%. i've found that closing costs are generally more than i'd like to pay, and for some reason i have to pay local taxes when i refinance. i'm not entirely sure what i'm paying taxes on though. i'm having a hell of a time getting anyone to call me back. it appears that no one is interested in my business. one of the existing mortgages is with suntrust, so i thought i would just call them and see if i could renegotiate the interest rate without refinancing. i called them yesterday at 9:30am. i waited on hold for FOUR hours, at which point they stop playing soothing music and assuring you that your call is important to them. i left the office with the phone off the hook on speakerphone around 4:30pm, still on hold. when i came in this morning, i was still on hold. holding for 24 hours must be some kind of guiness record.

* yesterday i went mountain biking at wakefield park in annandale. for some reason, i didn't go all summer last season. i had forgotten how much fun it was and i'm glad i went. i almost ate it at one point crossing a narrow wooden bridge about 3ft above a gulley. i didn't have enough speed and rode off the side. luckily i was not clipped in and just tossed the bike away and landed on my feet. anyway, i also realized how fat and out of shape i am. at least mountain biking is fun enough that it doesn't feel like exercise.

* this morning i was listening to NPR and they ran a sound byte from an upcoming story. they were talking to a banker about how when the FDIC takes over a bank, it ends up costing other banks money. the guy they were interviewing made the comment that his bank was "paying for the sins of others". that made me laugh. welcome to the club blowhole.

"We were very angry that we were paying for the sins of others," Marranca says. "Obviously, the cost of this was because other people were doing silly, imprudent, criminal things. We never got involved in subprime loans. We would never do a loan with no documentation. We didn't cause this problem. Imagine if you had to pay for your neighbor, or your competitor screwed up somehow, and you had to pay for it."

Yes, taxpayers, close your eyes and try to picture a scenario where you pay for the mistakes of others.

* on a related note, NPR ran another story on FDIC takeovers a week or two ago that was actually quite interesting. it sounds like the FDIC might be one of very few government agencies that is capable of acting swiftly and effectively.

* my accountant cannot tell me for sure which forms i need to file for MD. i was reading over the instructions because i wanted to double check everything again and it appears as though i might have to file both a resident and non-resident forms. i sent her a copy of the pdf instructions from the maryland website and she doesn't know the answer either. we're kinda running out of time here. also, according to our accountant, it appears that we have to pay taxes on laura's income in MD, despite the fact that she did not live in, nor make any money in MD in 2008. i find this hard to believe.

* last.fm is insisting that i will like the goo goo dolls, the bodeans and hootie and the blowfish. augh.