He should've asked for her credit card number.

[Food Lady]

So my company rents and leases government-regulated office equipment. In leasing, we set people up with binding contracts and exchanging machinery is a process and kind of a big deal, especially if your quarterly payment is thousands of dollars. Anyway, this was my coworker's SC. His desk is on the other side of the wall so I heard it as it was happening.

Apparently her machine wasn't working and of course since we're in billing we're not qualified to troubleshoot issues, electronic nor hardware. He was trying to get her over to tech support. I don't know what her problem was, but she did not want that. He had to tell her twice he doesn't know how to troubleshoot machines. And I heard him say twice that he couldn't just order her some new equipment and have it sent to her because hers doesn't work. That requires a new contract that rolls the remaining payments on the old one into quarterly amounts on the new. (It's a lease; whether you cancel or get a new lease you still have to pay off the first no matter what.) It's not like buying an appliance from Sears! After his call I told him he should've asked for her c.c. number--wooooh, shopping spree.

Oh, and she was difficult from the outset. We have to get account number, company name, and the name and email or phone of the person who calls every single time to secure the account info. When he asked her name her dismissive response was "That's not important." Uh, yeah--it kind of IS.

[MoonCat]

"That's not important."

SC logic.

[bainsidhe]

And I heard him say twice that he couldn't just order her some new equipment and have it sent to her because hers doesn't work.

I get this request for equipment worth around a thousand bucks, I can't imagine the headache when dealing with equipment that costs many thousands of dollars. No, you do not simply get a new piece of equipment when you have issues with the old one. You OWN the old equipment, we don't just exchange it for a new one. And while I appreciate it when a customer makes a comparison to a car dealership and how they expect the dealership to stand behind the product, it isn't a good comparison. I don't buy a car and two years later when things keep breaking, and getting repaired for free I might add, the dealership does not give me a new 2017 model. Especially when there are multiple notes that the car isn't actually broken, it just isn't being used the way it's supposed to be.

[Food Lady]

You OWN the old equipment, we don't just exchange it for a new one.

What makes it more complicated is that the pertinent part of it cannot ever be owned. It's hard to explain that without revealing who I work for because we have a corner on the market. There are parts of the machinery that don't "do the thing" but do other things that can be purchased once the lease is up but it rarely happens. It's generally government agencies, if anyone, who do that because they get an unreal deal on it. It would be the equivalent of buying a car for a dollar. Those who aren't gov't pay fair market value.
If you're really curious PM me and I'll explain.

, and getting repaired for free I might add, the dealership does not give me a new 2017 model.

Exactly. We've had people refuse to pay the settlement on a lease because of tech problems that were never solved. I lose all sympathy when I see zero notes documenting service calls that are included in the contract. Don't have us fix it and months later complain that you haven't used it for half a year and complain you have to pay out the terms you LEGALLY SIGNED FOR.