Escalations, Floor 2: sales.
So I've been having a problem with my printer. It's old. Out of warrantee. So HP charges me $40 just to talk to me on the phone about it. The first actual tech who talked to me about the printer and yes it's old had me reinstall the software, try and try again no luck. So she wants to escalate me to the next tier of technition. OK great. They will call you back. OK cool. Somehow they were calling and getting my new verizon voice mail I had no idea I had. So last night I finally figured out how to get the messages and HP had called a bunch of times. Sweet! good service. So I call them back early on a sunday morning. (The only time to get good tech support without hours of holding.) I rattle off my ticket number and reference number and mother's maiden name. (What a stupid term.) No not really. Just the ticket number.
Expecting OK we're going to push these buttons on the printer to see what the fuck is wrong with it, sir. Nope. They offer me a sales pitch. A full on used car, window of opportunity, I can give you a rebate right now sir since you called in, this is the best printer anywhere, sales pitch. Seriously?
I paid $40 for "reinstall your drivers" and then the call back was "old printer, buy a new one." That isn't support. That certainly didn't even really take a swing at my problem.
So I told the guy I have to look around. I mean maybe I'll call back and get the upgrade offer but I have to factor in the service by Herb the sales guy who just wants me to upgrade for $300.00
Expecting OK we're going to push these buttons on the printer to see what the fuck is wrong with it, sir. Nope. They offer me a sales pitch. A full on used car, window of opportunity, I can give you a rebate right now sir since you called in, this is the best printer anywhere, sales pitch. Seriously?
I paid $40 for "reinstall your drivers" and then the call back was "old printer, buy a new one." That isn't support. That certainly didn't even really take a swing at my problem.
So I told the guy I have to look around. I mean maybe I'll call back and get the upgrade offer but I have to factor in the service by Herb the sales guy who just wants me to upgrade for $300.00
posted by J.R. at 10:37 AM
1 Comments:
Canon was a little more helpful than this, and didn't charge me to talk to them even though my printer was out of warranty. However, they too gave me the "don't spend money on fixing it, we'll just give you a discounted new one" speech. I did some investigating on my own (thanks Internet) and figured out what was most likely the problem (bad print head) and then I insisted they sell me one even though they warned me that it might not fix the problem. Luckily it did fix the problem. It was about $80-90 to fix it, but they don't make a model as good as mine in the lower price range anymore, so it was completely worth it. Huge savings.
Post a Comment
<< Home