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Had a customer call in with an issue with his TV. He was out of manufacturer warranty and had no service plan. TV manufacturer starts with a P and ends with a C.
Please note that this person wasn't sucky, just a little.... not smart.
BTG: Broken TV Guy.
Me: You know.
Me: I see you're now out of warranty and you don't have a service plan. What seems to be the problem with your TV?
GTB: Well, a little background here. When I took this TV out of the box I noticed there was a small crack on the part of the bezel that attaches to the stand. Being I have no experience with these TVs I didn't think anything of it and thought it was cosmetic even though it was always wobbly....
Now anyone here probably knows where this is going.
....So about a week ago the TV fell over and onto the floor. I looked and the crack on the bezel was really big. However, now there is a crack on the screen. You can't feel it, but it's there when you turn it on.
Me: I'm sorry for this, but even if you were still in warranty this damage would not be covered. I can send an agent out to diagnose it for a fee but after parts and labor to replace the screen you're better off just buying a new TV.
BTG: That's what I thought to. But if I was to repair it, can I get a discount since the root cause was there from the beginning?
Me: Unfortunately no. Protocol here is that we have to deal with problems when the customers calls in about them, not when they say the problems started happening.
BTG: I understand. I think when I can afford it I'm going to just buy another TV....
Me: Yes, that's what I recommend. I can still send out a tech to look at it, but it's not going to be cost effective. By the way, not to sound disparaging but as soon as you saw the crack you should have returned and exchanged it, and I recommend buying a premium service plan on your next TV purchase as it covers 1 damaged screen replacement for the term of the plan.
BTG: Yeah well I should have but as they say you live and learn. And you right about the service plan. Oh well, whatever.
Me: Is there anything else I can help you with sir?
BTG: No thanks, have a good night.
Me: You do the same.
Like I mentioned, not sucky but a brain burp nonetheless. Most people would just return the TV if they saw something like that. Oh, the TV in question? A low-end 32 inch LCD. Thankfully. If it was a high-end plasma, I bet the customer would have turned 0-SC in 5 seconds flat.
Please note that this person wasn't sucky, just a little.... not smart.
BTG: Broken TV Guy.
Me: You know.
Me: I see you're now out of warranty and you don't have a service plan. What seems to be the problem with your TV?
GTB: Well, a little background here. When I took this TV out of the box I noticed there was a small crack on the part of the bezel that attaches to the stand. Being I have no experience with these TVs I didn't think anything of it and thought it was cosmetic even though it was always wobbly....
Now anyone here probably knows where this is going.
....So about a week ago the TV fell over and onto the floor. I looked and the crack on the bezel was really big. However, now there is a crack on the screen. You can't feel it, but it's there when you turn it on.
Me: I'm sorry for this, but even if you were still in warranty this damage would not be covered. I can send an agent out to diagnose it for a fee but after parts and labor to replace the screen you're better off just buying a new TV.
BTG: That's what I thought to. But if I was to repair it, can I get a discount since the root cause was there from the beginning?
Me: Unfortunately no. Protocol here is that we have to deal with problems when the customers calls in about them, not when they say the problems started happening.
BTG: I understand. I think when I can afford it I'm going to just buy another TV....
Me: Yes, that's what I recommend. I can still send out a tech to look at it, but it's not going to be cost effective. By the way, not to sound disparaging but as soon as you saw the crack you should have returned and exchanged it, and I recommend buying a premium service plan on your next TV purchase as it covers 1 damaged screen replacement for the term of the plan.
BTG: Yeah well I should have but as they say you live and learn. And you right about the service plan. Oh well, whatever.
Me: Is there anything else I can help you with sir?
BTG: No thanks, have a good night.
Me: You do the same.
Like I mentioned, not sucky but a brain burp nonetheless. Most people would just return the TV if they saw something like that. Oh, the TV in question? A low-end 32 inch LCD. Thankfully. If it was a high-end plasma, I bet the customer would have turned 0-SC in 5 seconds flat.
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