1. Yeah.... listen to one consumer watchdog. Now your computer is fried.
Backstory: Our service plans cover power surge damage under one clause: IF the unit was connected to a surge protector.
Guy calls in because his computer won't turn on. He had it hooked to just a line expander, not a surge protector and because of this during a mild thunderstorm it fried the power supply....
Me: I'm sorry sir, but not having this computer hooked up to some sort of surge protection is the reason why it won't turn on anymore and....
SC: (Cuts me off) Listen here. Many years ago I watched a consumer watchdog segment on TV that stated that needing surge protectors is a myth circulated by retail stores to get their attachment rates up. Since then I have never used a surge protector on anything, just line expanders and never had a problem!
Me: Well as it stands because of this, using the computer without a surge protector is considered misuse and the repair will not be covered under the service plan.
SC: THIS IS BULLSHIT! GET ME A MANAGER NOW!
So I go over to a sup who is all ready to get his headset and tell this guy the same thing when our quality manager hears the reason for the sup call and comes out of her office.
QM: Just proceed with the repair and put it under the service plan and put notes you're doing it for customer satisfaction.
Me: Not for nothing but why? It's misuse under the service plan.
QM: So you don't get a bad survey score if the customer gets emailed a survey.
Me:
So I do the repair and make sure I put it that it was the QM that made me do it. The sup that was going to take the sup call was not too happy but there wasn't much he can do.
1. Bet you'll learn not to leave a still image on the screen for hours.
Guy has a 1 month old plasma TV. With modern plasmas you have to be an idiot and leave a static image on the screen for a really long time in order to get burn-in. Our new service plans cover burn in but only during normal use ie station logos etc. With new plasma TVs having pixel shifting, even that isn't a problem anymore.
Well get what this guy did? He paused a video game, forgot about it and ran errands for 5 hours. When he came back, the paused image was burned in and wouldn't come out.
Me: Unfortunately sir, purposely leaving a static image like that on the screen for hours is considered misuse and is not covered.
SC: What?! I didn't know this was going to be a problem! No one told me to avoid leaving still images on the screen! (Hint: it says it right in the manual but SC's don't read)
Me: Well as such it will not be covered under the service plan.
SC: Get me your manager now!
So I go to get me sup, again my QM hears this and says.....
QM: Just proceed with the repair under the service plan so you don't get a bad survey score if the customer gets emailed a survey.
Me: Um, okay. Thinking: Is that all she cares about?
So again, I am made to look like a fool to the customer just to get (an inflated) survey score.
Like to hell with the plan underwriters, you know?
Backstory: Our service plans cover power surge damage under one clause: IF the unit was connected to a surge protector.
Guy calls in because his computer won't turn on. He had it hooked to just a line expander, not a surge protector and because of this during a mild thunderstorm it fried the power supply....
Me: I'm sorry sir, but not having this computer hooked up to some sort of surge protection is the reason why it won't turn on anymore and....
SC: (Cuts me off) Listen here. Many years ago I watched a consumer watchdog segment on TV that stated that needing surge protectors is a myth circulated by retail stores to get their attachment rates up. Since then I have never used a surge protector on anything, just line expanders and never had a problem!
Me: Well as it stands because of this, using the computer without a surge protector is considered misuse and the repair will not be covered under the service plan.
SC: THIS IS BULLSHIT! GET ME A MANAGER NOW!
So I go over to a sup who is all ready to get his headset and tell this guy the same thing when our quality manager hears the reason for the sup call and comes out of her office.
QM: Just proceed with the repair and put it under the service plan and put notes you're doing it for customer satisfaction.
Me: Not for nothing but why? It's misuse under the service plan.
QM: So you don't get a bad survey score if the customer gets emailed a survey.
Me:
So I do the repair and make sure I put it that it was the QM that made me do it. The sup that was going to take the sup call was not too happy but there wasn't much he can do.
1. Bet you'll learn not to leave a still image on the screen for hours.
Guy has a 1 month old plasma TV. With modern plasmas you have to be an idiot and leave a static image on the screen for a really long time in order to get burn-in. Our new service plans cover burn in but only during normal use ie station logos etc. With new plasma TVs having pixel shifting, even that isn't a problem anymore.
Well get what this guy did? He paused a video game, forgot about it and ran errands for 5 hours. When he came back, the paused image was burned in and wouldn't come out.
Me: Unfortunately sir, purposely leaving a static image like that on the screen for hours is considered misuse and is not covered.
SC: What?! I didn't know this was going to be a problem! No one told me to avoid leaving still images on the screen! (Hint: it says it right in the manual but SC's don't read)
Me: Well as such it will not be covered under the service plan.
SC: Get me your manager now!
So I go to get me sup, again my QM hears this and says.....
QM: Just proceed with the repair under the service plan so you don't get a bad survey score if the customer gets emailed a survey.
Me: Um, okay. Thinking: Is that all she cares about?
So again, I am made to look like a fool to the customer just to get (an inflated) survey score.
Like to hell with the plan underwriters, you know?
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