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Old 12-21-2007, 04:35 PM   #41
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Don't think this kind of aloofness (arrogance) is as pronounced with other auto makers but could be.
The "aloofness" of which you speak is one of the key reasons the Big Three are on life support............
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Old 12-21-2007, 04:44 PM   #42
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My most recent REALLY REALLY bad expereince was with Dell. Following advice on this site, I decided to buy a Vostro at the end of October. Went to the refurbished/ returned site, ordered a slick Vostro and Microsoft Office. For some reason the order was split. Office arrived, but the computer didn't. Called DHL - they said Dell never shipped it. Called Dell, they said DHL must have lost it, but they couldn't provide a tracking number. This went on for several days until Dell finally admitted they had no idea what happened to the computer (one CSR actually said "we probably lost it, but maybe someone stole it or maybe it never existed") and would refund my money. BUT it would take 6-8 weeks to process the refund. It took one minute to take my money, but I am still waiting to get it back. Meanwhile I went and bought a laptop at the local Costco. Paypal has been no help - if I had charged it directly onto my Amex they would have removed the charge, but Paypal has ruled that I won the dispute but will get my money when Dell feels like giving it to me. UGHHH.

On a better note - I had problems with a Bose 3-2-1 CD player the other day - a CD got jammed in it. Called the Bose helpdesk, and not only did they walk me through it nicely over the phone, they also inquired as to how it was set up and offered suggestions for getting better sound AND sent a free replacement antenna which I'd lost in a move.
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Old 12-21-2007, 07:55 PM   #43
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Every car company practices "duck and cover".

I remember a mitsubishi car I had a long time ago that had periodic shifting problems. You'd be driving along, usually at a low speed under 25mph, and you'd feel the transmission suddenly and for no reason shift up-down-up-down and end up where it started. Pulling into a parking lot and taking your foot off the gas and gliding a couple of hundred yards was guaranteed to set it of. It was a bit disturbing since 95% of the time I was doing something like looking down a lane for an empty parking spot and it felt for a second like I'd run something over.

The mitsu regional guy came out and drove it and said "no problems here". When I pressed him, he said it was (and I am not making this up), "a new fuzzy logic system built into the transmission where it might at times seek out a better gear".

I screamed "BULLSHIT" so loud I didnt need a phone. They replaced the transmission with a newer model and the problem went away.

Fuzzy logic transmission...now theres a solution looking for a problem.

Honda has had problems with poor fitting doors that make funny wind noises on the highway, and the fix is to roll the window down, stick your knee in the door handle and yank on the top and back edges of the door until you bend it a tiny bit and the door seals better. This has been going on for decades. Honda swears they've never heard of it. Yet the "Honda Heimlich Maneuver" is very well known among owners.

But as far as I know, Toyota, Honda and mitsu havent built any cars that burst into flames or had the tires disintegrate.

I've had the pleasure of owning a Ford that was recalled for exploding, another Ford that was recalled for catching fire, and a third that was recalled for tire disintegration. Maybe I just had bad luck.
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Old 12-21-2007, 11:52 PM   #44
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My most recent REALLY REALLY bad expereince was with Dell. Following advice on this site, I decided to buy a Vostro at the end of October. Went to the refurbished/ returned site, ordered a slick Vostro and Microsoft Office.
Yeah Dell is horrible...bought daughter new Dell for 1st yr in college. Unit had blue screen death....replaced....same thing. What struck me was the India-based CSRs spent more time apologizing for thier heavy accent than actually doing customer service. Daughter replaced 2nd unit with a Sony. I guess the two Dellls went to the refurb site!
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Old 12-22-2007, 08:03 AM   #45
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Dell, like most other computer companies, has gone to hell in a handbasket customer-service wise. Acer, as I mentioned on another thread, doesnt take phone calls and recently took 3 weeks to answer a "My computer is completely hosed" email.

FWIW, if you buy through Dell Small Business instead of Dell Home, you have a better chance of getting US based customer service folks, and it seemed to me that the SB reps were better trained. You dont need to BE a business to buy from SB, just put in a fake name when you register. They completely dont care.
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Old 12-22-2007, 08:15 AM   #46
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FWIW, if you buy through Dell Small Business instead of Dell Home, you have a better chance of getting US based customer service folks, and it seemed to me that the SB reps were better trained. You dont need to BE a business to buy from SB, just put in a fake name when you register. They completely dont care.
Yep. When I purchased a laptop online from the Dell small business group a couple of months ago, I put in "No Business" when asked for business name. Not a problem.
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Old 12-22-2007, 08:29 AM   #47
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We had a great experience at Lowe's yesterday. Frank needed a new ballast for his flourescent lights, and they only had one left. One of the heavy attachment brackets was bent, though the rest of the ballast was fine. We thought of hammering it back, but I was worried that it might break off or something.

We cornered an employee, and he looked all over for more, but this was the last one. So, he took it to the tool department and fixed it for us himself, right on the spot! It was just as good as new. He was very polite and helpful.

I thought of this thread immediately. The ballast is now in place, firmly held by both brackets, and working beautifully. So, I would say that Lowe's earns points for customer service this week!

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I have determined that the nearby Lowe's and Office Depot do not have employees.
I agree, it WAS hard to find one. We cornered this one in the plumbing supplies after about 10 minutes of searching for one. The electrical guy showed up later but was totally worthless.
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Old 12-22-2007, 08:32 AM   #48
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Does anyone else chuckle ironically when you go into a home depot/lowes and see an "out of service" sign on a sink in the bathroom, a cart missing a bolt with some part hanging off one side, a cart with a bent wheel, a bucket under a drip in the ceiling or some other similar repairable problem...?
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Be fearful when others are greedy, and greedy when others are fearful. Just another form of "buy low, sell high" for those who have trouble with things. This rule is not universal. Do not buy a 1973 Pinto because everyone else is afraid of it.
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Old 12-22-2007, 08:47 AM   #49
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Does anyone else chuckle ironically when you go into a home depot/lowes and see an "out of service" sign on a sink in the bathroom, a cart missing a bolt with some part hanging off one side, a cart with a bent wheel, a bucket under a drip in the ceiling or some other similar repairable problem...?
Yea, usually the latches on the bathroom stalls don't work and the soap dispenser is falling off the wall.
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Old 12-22-2007, 09:37 AM   #50
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I dont know why, but that stuff just cracks me up.

Bunch of bad contractors walking around in aprons, tons of tools, lots of spare parts.

Something falls off of something, it sits there for 3 weeks.

On the other hand, all of this sounds vaguely like what goes on at my house. So I suppose I'll just shut up.

My favorite was the roof leak at the home depot in yuba city. Three weeks they had a bucket under it. I asked a guy what the deal was, and they said they were waiting for their roofer to become available.

I'm sure theres all sorts of corporate, union and/or OSHA stuff involved that kept someone from going up on the roof with a tube of roof sealer and filling in the hole until the roofer showed up, but...come on!
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Be fearful when others are greedy, and greedy when others are fearful. Just another form of "buy low, sell high" for those who have trouble with things. This rule is not universal. Do not buy a 1973 Pinto because everyone else is afraid of it.
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Old 12-22-2007, 10:38 AM   #51
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Yeah Dell is horrible.
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Dell, like most other computer companies, has gone to hell in a handbasket customer-service wise. Acer, as I mentioned on another thread, doesnt take phone calls and recently took 3 weeks to answer a "My computer is completely hosed" email.
< using my best 'good lawyer' voice, and only asking questions that I already know the answer to >

So, anybody know of a computer company that actually has reasonably good customer service?

- ERD50
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Old 12-22-2007, 10:43 AM   #52
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Glad you want to continue your cultism.

Dell actually tops Apple in many customer service surveys, and has whomped them severely in some past years.

But if you insist on excellent support, Dell lets you pay extra for direct access to their upper tier support specialists. You'll probably get the best support in the business, and you'll still pay less than you do for a mac.

Apple also sports the worst brand repair history in the market today. IBM, Compaq, Sony, Toshiba, Dell, Hp, and Gateway all top them in fewer repairs required.
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Be fearful when others are greedy, and greedy when others are fearful. Just another form of "buy low, sell high" for those who have trouble with things. This rule is not universal. Do not buy a 1973 Pinto because everyone else is afraid of it.
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Old 12-22-2007, 11:52 AM   #53
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Target still continues as Numero Ono in the lousy service department . They have credited my account for $6.32 .Only problem is they owe me $146.82 .In the meantime I ordered a replacement baby playyard from Albee Baby . It was $20.00 cheaper and it arrived in two days .What is the problem with Target ?
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Old 12-22-2007, 03:53 PM   #54
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Not exactly customer service, but it has occurred more than once that I went to CompUSA to buy a specific item only to find that the employees were too involved in shooting the breeze with each other to actually sell me what I wanted. So I left. It's no wonder they're closing them all.
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Old 12-22-2007, 04:44 PM   #55
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So, anybody know of a computer company that actually has reasonably good customer service

I like the little local shops. Yes they may be refurbed IBM and whatever name they changed to after Big China bought em. But if you need service (or help) they can help. They will build me one new. Configure how I want it. The works.
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Old 01-03-2008, 07:53 PM   #56
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I had a bad experience with Enterprise Car Rental @ PDX over the Christmas break so I thought I'd whine about share it.

I made the reservation through AARP (great price), but they claimed they had no record. I showed them the email confirmation - instantly found. They claimed they had the cheapo Ford Focus I'd reserved, but for just $7 more a day I could have a Sentra with power windows, etc. I declined. When we went to get the car - surprise Sentra in the assigned space. Also got a very hard sell on the collision insurance including the dire threat that I would pay a rental fee on a damaged car until it was repaired which could take a long, long time. These guys must be under pressure to squeak out additional profits.

On the plus side there was no additional fee for the spouse to drive.
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Old 01-04-2008, 10:50 AM   #57
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< using my best 'good lawyer' voice, and only asking questions that I already know the answer to >

So, anybody know of a computer company that actually has reasonably good customer service?

- ERD50

I loved my alienware customer service but most people don't need that souped up bad boy. I had a graphic card bite the dust two months after I bought the computer. They had to walk me through the options of what went wrong and then removing the graphics card (was a bigger deal than it should have been because of a latch I couldn't see on the other side of the card). They never gave me any run around and were extremely patient with me.
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Old 01-04-2008, 10:59 AM   #58
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Come on guys - one bad experince with a store and you are ready to judge them as being terriable? Would you apply the same criteria for your life? (I'm sorry honey this never happened to me before. - Think about it.)
Actually, studies have confirmed that generally women can be turned off of a store permanently by one horrible customer service experience and that men can be turned off of a store by them being constantly out of a needed item. I am actually surprised at the number of men who have said they wouldn't go back thanks to customer service since that tends to be more of an issue for my gender.

As to one bad experience, why in this day and age with lots of excellent stores would I ever return to one that has treated me badly the first time?

As to the criteria being applied to my life, why yes, yes I would use it.
Good example, if someone was nasty to me the first time I met them, I would not endeavor to meet them again. You must turn the cheek an awful lot...
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Old 01-04-2008, 11:13 AM   #59
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The ones that stand out for me:

Consistently good: Trader Joes, REI, Amazon, Sierra Trading Post

Consistently bad: AT&T

A few small specialty shops have been horrifically bad, but it's unlikely anyone's heard of them. Likewise with some that are really good.
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Old 01-04-2008, 11:53 AM   #60
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The ones that stand out for me:

Consistently good: Trader Joes, REI, Amazon, Sierra Trading Post

Consistently bad: AT&T

A few small specialty shops have been horrifically bad, but it's unlikely anyone's heard of them. Likewise with some that are really good.
I actually had a good experience with AT&T today. Called to see if I could reduce my phone bill and got moved to a more basic service, ditto the attached DSL internet. Knock on wood.......
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