sld72382
02-02-2007, 03:09 AM
First call of the day, guy wants a onsite tech to come back on to fix an issue with the network we set up about 2 weeks ago.
Now when we set up networks (or do anything onsite) almost all the time we give the clients a 30 day warranty. If it breaks down, as long as it is related, we'll fix it. Not this time. The job was done "as-is," meaning no warranty. This is done when the client's computer is infested with spyware/viruses or has Windows issues but the client wants the work done anyway. When this happens the "as-is" applies as the tech knows any issue with his work will be caused by the outstanding issues and there is no point in giving the client a 30 day warranty. Usually, these clients refuse the tech's offer to clean the PC.
In this case, all 3 PCs (including the brand new one!) had these problems.
Anyway, on to the call.
SLD: Me.
SC: Idiot.
SC: I want the agent to come back out and fix one of the PCs, it's not going online.
SLD: (After looking in the notes) I'm sorry sir, but it states in the notes that this job was done as-is due to the pre-existing issues with the units, as such in order for me to send an agent out, I would need to start a new sale and thus a new charge.
SC: WHY? I paid just two weeks ago, why am I being charged again!?
(Apparently, he doesn't know what "as-is" means)
SLD: Again sir, I am sorry but I can't override this. Due to the circumstances surrounding this, there is no warranty, all services were done as-is.
Rinse and repeat his answer and my response 6 times, each time him getting louder. Then....
SC: If you're going to refuse to service me, then I want a credit of what was done!
SLD: Sorry sir, refunds cannot be performed for services rendered.
(Is he joking?)
SC: I WANT AN AGENT OUT NOW!
SLD: Sorry sir, the job was done as-is, I can't do that unless you start a new service.
SC: You're just saying the same shit over and over! Bye (*click*)
Obviously he was going to try to pull a fast one on another rep, but guess what? You guessed it. It came back to me, and he changed his story a little bit and he didn't seem to remember me. :roll:
SC: I want an agent out to fix an issue with my computer....
SLD: Sir, I was the one you just spoke to, and as I explained before, this job was done as-is. I'm sorry you're fustrated, but you will have to pay again if you want an agent out.
SC: ARGH!!!!!!
SLD: ....
SC: I am tired of you, SEND AN AGENT OUT! I DON'T WANT TO PAY!
SLD: Sir, as I said, this work was done as-is. If you feel that the tech was wrong to give you no warranty, then you can talk to the store where he comes from.
SC: What good is that going to do? SEND AN AGENT OUT!
SLD: Sir, I understand your frustration but I cannot override this. As-is status cannot be changed.
SC: You don't understand, you are refusing to help me! SEND AN AGENT OUT! I DON'T WANT TO PAY!
SLD: At this point sire there is nothing more I do. If you don't want to pay then you can go to the store. I understand sir but there is....
SC: Understanding would be if I punched you in the nose! Just send the damn agent back out! I'm getting nowhere with you!
SLD: Sir, at this time I am telling you, there is nothing I can do.
SC: What is your name?
SLD: SLD, sir.
SC: What is your boss's name?
SLD: I can't give that info, sorry.
SC: Yes you can you just don't want to!
SLD: I assure you I cannot.
SC: Whatever, just send the fucking agent back out!
SLD: Sorry sir, I cannot.
SC: ARGH! I want to choke you! I wish I could ring your neck out!
SLD: Sir, that is the second act of belligerence towards me, if you keep this up I will have to release this call.
SC: Get your manager! Now!
SLD: Gladly. Hold please.
Well my boss heard me and was the one who said I could hang up if I wanted. He took the call and the same thing happened to him.
Last I heard, it said in not so many words he was going to let the store manager "have it." :roll:
Now when we set up networks (or do anything onsite) almost all the time we give the clients a 30 day warranty. If it breaks down, as long as it is related, we'll fix it. Not this time. The job was done "as-is," meaning no warranty. This is done when the client's computer is infested with spyware/viruses or has Windows issues but the client wants the work done anyway. When this happens the "as-is" applies as the tech knows any issue with his work will be caused by the outstanding issues and there is no point in giving the client a 30 day warranty. Usually, these clients refuse the tech's offer to clean the PC.
In this case, all 3 PCs (including the brand new one!) had these problems.
Anyway, on to the call.
SLD: Me.
SC: Idiot.
SC: I want the agent to come back out and fix one of the PCs, it's not going online.
SLD: (After looking in the notes) I'm sorry sir, but it states in the notes that this job was done as-is due to the pre-existing issues with the units, as such in order for me to send an agent out, I would need to start a new sale and thus a new charge.
SC: WHY? I paid just two weeks ago, why am I being charged again!?
(Apparently, he doesn't know what "as-is" means)
SLD: Again sir, I am sorry but I can't override this. Due to the circumstances surrounding this, there is no warranty, all services were done as-is.
Rinse and repeat his answer and my response 6 times, each time him getting louder. Then....
SC: If you're going to refuse to service me, then I want a credit of what was done!
SLD: Sorry sir, refunds cannot be performed for services rendered.
(Is he joking?)
SC: I WANT AN AGENT OUT NOW!
SLD: Sorry sir, the job was done as-is, I can't do that unless you start a new service.
SC: You're just saying the same shit over and over! Bye (*click*)
Obviously he was going to try to pull a fast one on another rep, but guess what? You guessed it. It came back to me, and he changed his story a little bit and he didn't seem to remember me. :roll:
SC: I want an agent out to fix an issue with my computer....
SLD: Sir, I was the one you just spoke to, and as I explained before, this job was done as-is. I'm sorry you're fustrated, but you will have to pay again if you want an agent out.
SC: ARGH!!!!!!
SLD: ....
SC: I am tired of you, SEND AN AGENT OUT! I DON'T WANT TO PAY!
SLD: Sir, as I said, this work was done as-is. If you feel that the tech was wrong to give you no warranty, then you can talk to the store where he comes from.
SC: What good is that going to do? SEND AN AGENT OUT!
SLD: Sir, I understand your frustration but I cannot override this. As-is status cannot be changed.
SC: You don't understand, you are refusing to help me! SEND AN AGENT OUT! I DON'T WANT TO PAY!
SLD: At this point sire there is nothing more I do. If you don't want to pay then you can go to the store. I understand sir but there is....
SC: Understanding would be if I punched you in the nose! Just send the damn agent back out! I'm getting nowhere with you!
SLD: Sir, at this time I am telling you, there is nothing I can do.
SC: What is your name?
SLD: SLD, sir.
SC: What is your boss's name?
SLD: I can't give that info, sorry.
SC: Yes you can you just don't want to!
SLD: I assure you I cannot.
SC: Whatever, just send the fucking agent back out!
SLD: Sorry sir, I cannot.
SC: ARGH! I want to choke you! I wish I could ring your neck out!
SLD: Sir, that is the second act of belligerence towards me, if you keep this up I will have to release this call.
SC: Get your manager! Now!
SLD: Gladly. Hold please.
Well my boss heard me and was the one who said I could hang up if I wanted. He took the call and the same thing happened to him.
Last I heard, it said in not so many words he was going to let the store manager "have it." :roll: