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I got a call some days ago, an IT technician telling me that one of the drives we support just stopped working, out of the blue.
I go through all the troubleshooting, what he says makes perfect sense, I have all the information I need to confirm that the drive indeed has the issue the caller claims it has and needs to be replaced - which we do for free under a three-year warranty. So I ask the man for serial and model number. Which he provides.
I double-check, I see that the drive seems to be out of warranty by a couple of months - but our database shows the date of manufacturing, and the warranty runs from the date of purchase. So I ask the customer for a proof of purchase, which is where he starts huffing and puffing because of "all the bureaucracy" and "where is customer service" and so on. Of course he can have it replaced even if it is out of warranty - only, for a price.
The following day he faxes us an invoice that puts the drive *just* within warranty. I call him back, arrange pickup of the defective drive, all the drills.
Fast forward to yesterday, our repair centre calls to tell me that they received the wrong drive. I write the customer (he wasn't picking up the phone) asking for a proof of purchase for the drive he sent.
He doesn't reply directly to us - but he copies us in an e-mail he is sending to (I assume) his finance department. Which says something like "Well, the [brand] guys are now checking the models too. Can you create an invoice that puts it under warranty or should we pay to get it fixed?"
Now, I get trying to scam us - but copying us in the e-mail discussing the scam?
Everything is in my supervisor's hands now.
I go through all the troubleshooting, what he says makes perfect sense, I have all the information I need to confirm that the drive indeed has the issue the caller claims it has and needs to be replaced - which we do for free under a three-year warranty. So I ask the man for serial and model number. Which he provides.
I double-check, I see that the drive seems to be out of warranty by a couple of months - but our database shows the date of manufacturing, and the warranty runs from the date of purchase. So I ask the customer for a proof of purchase, which is where he starts huffing and puffing because of "all the bureaucracy" and "where is customer service" and so on. Of course he can have it replaced even if it is out of warranty - only, for a price.
The following day he faxes us an invoice that puts the drive *just* within warranty. I call him back, arrange pickup of the defective drive, all the drills.
Fast forward to yesterday, our repair centre calls to tell me that they received the wrong drive. I write the customer (he wasn't picking up the phone) asking for a proof of purchase for the drive he sent.
He doesn't reply directly to us - but he copies us in an e-mail he is sending to (I assume) his finance department. Which says something like "Well, the [brand] guys are now checking the models too. Can you create an invoice that puts it under warranty or should we pay to get it fixed?"
Now, I get trying to scam us - but copying us in the e-mail discussing the scam?
Everything is in my supervisor's hands now.
He is my Black Dragon (and yes, a good one) strong, protective, the guardian. I am his Silver Dragon, always by his side, shining for him, cherishing him.
!!!
)
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