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    AGW #31: The Last Rant
    Author: JonnyGURU
    Date Posted: April 3rd, 2002
    Pages: 1 2 3
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    The customer calls. "You sent my motherboard back to me."

    "Yes, I did." I answer.

    "You didn't replace it!" the customer claims, "It doesn't work!"

    "It worked for me." I respond, "Hope you figure out the problem."

    "The boards dead! You didn't even test it."

    Ok. Stop. Reason has just left the building.

    If you're going to send me a motherboard claiming it was somehow defective, what incentive do I have to just bounce it back to you without testing it?

    My company still has to pay freight to ship something back to you, so why ship the same board back to you when I can ship you a new board?

    Perhaps I didn't have time to really test it so I assumed that there was nothing wrong with it and sent it back?

    Because at least 60% of what comes back to me actually works, despite what the customer says, it sounds like pretty good odds to just assume that the product coming back to me is going to work. But when what's at stake is going to be a person calling me on my phone screaming at me that I sent the same dead part back to them, they're not odds I'm going to want to play with.

    If I didn't have time to test the board, I'll just send out a new one and call it even. I can always test the board later, and if it works, I can always find a use for it. Knowing a customer is going to call me back pissed off because I sent the board back to them is just going to soak up more time that I don't have.

    Another example of people lacking common sense and reason is when a person who is not too computer savvy is on his second or third motherboard and is still under the assumption that the product really is bad and that he couldn't possibly be doing anything wrong. Eventually, this kind of customer wants to return everything and they make the statement, "You guys sell nothing but junk! I'm not buying anything from you ever again"!

    Yes. We sell junk. Everyone else sells the good stuff that we just opt to not get our hands on.

    I'm being sarcastic if you couldn't tell.

    If you think about the customer's statement and know anything about the computer industry or even retail, it doesn't make sense. How is the Microstar brand motherboard, for example, that we sell any different then what any other company sells?

    The accusations made by disgruntled customers that simply can't make their parts work are very outlandish. Some people even say things like "you must get all of the returns from all of the other stores." Wow! Then we sure did a good job of making it look like a brand new board! Even if this was feasible, is it worth it for a measly $100 motherboard?

    Of course, the real answer is that this particular customer has no clue as to what he's doing and will run into problems where ever they go, but the truth is that they thought this would be an easy endeavor and it wasn't and I was one of the moving targets working at the first place he decided to buy computer components from.

    I'm not saying you have to be a brain surgeon to figure this stuff out. But at least have some common sense.

    Sometimes the answer to our problems is right in front of our face and we don't even know it. This happens all of the time, but is not a big deal if we simply know how to handle it.

    This week, I had a customer that was complaining of their PC locking up during POST. They had sent the motherboard, CPU and RAM back to us. The power supply and video card were bought elsewhere.

    Needless to say; when everything was here, everything worked fine.

    When he got the product back, he was still having problems. He called and I walked him through a few things.

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    Previous 3 AGW's:

    AGW #30: Intel Now Faster Then AMD Clock For Clock

    AGW #29: RAID Crazy

    AGW #28: Videogame Consoles

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