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.
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."
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.
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."
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