Urbanista Manila Living in Style

Posts Tagged ‘Customer Service’

Yesterday, I phoned PC Live to get an update about my demand for laptop replacement.
I have spoken with the manager and she told me that she will get feedback about it today.
I asked her to text me instead for it since I will be out the whole day.
While I was on my therapy session this afternoon, I got a text from them that I could claim the replacement unit today. Since I have to go on duty at 4:00 p.m. I have to take a rain check.
I will go there tomorrow.
Seriously, I am not hoping for a better deal because I do not want to be frustrated and be on the losing end.
Tomorrow’s gonna be another day.

UPDATE:

I was able to get the replacement for my lemon love. Same model, same color, different serial number. Tests revealed no problem, as yet. I was informed that if problem arises, they could only render the service warranty.
I am really not hoping into bumping into problems with this laptop. I just want something to use that is worth my hard-earned money.
I wish that I do not have to go back to PC Live again.

A few days shy to reach our monthsary, my laptop has showed sign of imperfection or actually showed sign of giving up on me.

The LCD is so dim that you could actually think it blacked out.

I brought this 2-kilo lemon to PC Live where I bought it. The technical guy tinkered with it and pronounced that it has to be brought to Dell’s service center as the LCD might be defective or there were just loose wirings causing the failure to transmit power to the LCD.

I asked about the replacement warranty and I was surprised to hear that the replacement period is only good for seven days upon purchase.

Of course I did not but the crap. I told him I was not informed about it and he showed me that is it stated in the receipt – the Sales Invoice actually (I had to come back to this store to request for the Official Receipt)

The invoice says that replacement of exchange of the unit is allowed within seven days upon purchase. It does not say that replacement for defective unit is only good within seven days upon purchase.

I argued that they cannot claim that it is implied and their claim would not stand in the court of law.
I told them that I insist on unit replacement as I am not willing to take back a lemon worth 30 grand.
The technician said it’s the policy of Dell and asked me if I still want to send the unit to Dell. I told them to do his stuff and I will do mine, that is write to DTI (Department of Trade and Industry)
He went into the backroom and then the manager came out. She told me that they would see what they could about the replacement and to hold my plan of writing to DTI.
I am not a whiner actually, and the last thing I want to do in this stressful life of mine is to deal with government agencies which is a right smack in the middle stressor. I just want to get my money’s worth.
Crap, I am yet to receive my credit card bill for that wicked laptop.
I told the manager that if I did not hear from them until Thursday, I would definitely write to DTI.
Dear Lord, please help me to get through this with grace.

<!– /* Font Definitions */ @font-face {font-family:Verdana; panose-1:2 11 6 4 3 5 4 4 2 4; mso-font-charset:0; mso-generic-font-family:swiss; mso-font-pitch:variable; mso-font-signature:536871559 0 0 0 415 0;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {mso-style-parent:”"; margin:0in; margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:12.0pt; font-family:”Times New Roman”; mso-fareast-font-family:”Times New Roman”;} p {mso-margin-top-alt:auto; margin-right:0in; mso-margin-bottom-alt:auto; margin-left:0in; mso-pagination:widow-orphan; font-size:12.0pt; font-family:”Times New Roman”; mso-fareast-font-family:”Times New Roman”;} @page Section1 {size:8.5in 11.0in; margin:1.0in 1.25in 1.0in 1.25in; mso-header-margin:.5in; mso-footer-margin:.5in; mso-paper-source:0;} div.Section1 {page:Section1;} –>

I dropped by BDO E. Rodriguez right before my check up at St. Luke’s yesterday. It was my first time to deposit to that account since it was opened so I did not know that I had to write the serial number of every dollar bill that I will de depositing. So the teller asked me in a monotonic voice to scribble the digits to which I obliged.

Strike 1!

As I turned in the deposit slip she then asked me in the same tone to sign after the serial numbers.  I’m starting to feel ridiculed but I kept my cool.

She then punched in some codes and then as she scrutinized the paper bills, she mumbled that the other bill might no longer be acceptable anymore.  She then asked the other teller next to her if the bill can still be accepted.  The other girl said in an uncalled for teasing manner that it can no longer be accepted and that it can now be kept in the wallet as a souvenir.

Strike 2!

The teller asked me to fill out another form, the form that I have to get myself from the forms counter and guess what, I had to write down all the details.

Strike 3!

I still managed to kept my cool but I really felt humiliated more than annoyed.  The transaction was finished without the teller saying thank you. She just slid down the passbook and deposit slip to me.

I walked away in silence. I don’t wanna ruin my day but hey, I don’t wanna be a sitting duck!

I work as a Customer Service Representative and we are darn serious about making our customers happy. Last Monday, I called up a customer who wrote a complaint about our service.

I think it’s high time to shake the tree to get rid of dried leaves.