Arrgh customers

**scracha** · 30th July 2007, 19:57

So I pops around to a customer today, turns out his motherboard is cooked. Uneconomical repair says I (due to labour) and suggests he gets an ex-lease PC (cheapy option) or goes out and buys a Lenovo from the Warehouse (still cheap option) or a core-duo Dell (better option). Wrote all the specs down, etc for him. Come back to base to find a crappy (512MB, Pentium 4) Compaq presario running Vista bloody basic. To add insult he's been charged over 1200 bucks this piece of crap. Specifically told him NOT to buy an HP/Compaq (you can't open them without limiting the warranty so I can't install all the goodies from his old PC and it makes transferring the files 10x longer).

I find this sort of thing happens a lot over here. Why do peeps PAY for professional advice and then just totally ignore it? You know, if my mechanic tells me to get a new timing belt or my accountant tells me to use certain accounting software (, etc) I generally follow their advice.

I get my cash either way (in fact, I get more cash as it takes longer to setup) but it just mystifies me.

**Delerium** · 30th July 2007, 20:28

1. Customers are arseholes
2. In NZ you get all the options then decide screw that and go the cheapest option which doesnt work out (just like you were told) and end up spending more for a medicore solution. My work does it all the time.

**Spuds1234** · 30th July 2007, 20:28

Because cuntstermers generally think that they know best when they dont.

I work at McD's and we get custermers that get all pissy when we suggest a combo because it will be cheaper. They say no because they dont want a big drink or a bigger fries.

I cant see why they wouldnt though. Its not like you have to eat or drink all your meal.

Generally we just charge them full price if they get all pissy.

**JimO** · 30th July 2007, 20:31

yea i hate all my customers the bastards force me to take thousands of dollars a year off them

**scracha** · 30th July 2007, 21:26

Originally Posted by Delerium

1. Customers are arseholes
2. In NZ you get all the options then decide screw that and go the cheapest option which doesnt work out (just like you were told) and end up spending more for a medicore solution. My work does it all the time.

His cheapest option was fix existing PC ($300 ish) or get ex-lease Pentium 4 ($400 ish). Even mid-range option (Dell) would have worked out around $1400. I can only guess he got "shiny PC" syndrome.

I mean, it's not like we've not fallen for "shiny bike" syndrome and ended up with pieces of $hit like GPX750's or Suzuki's and suchlike.

**ynot slow** · 30th July 2007, 22:17

Don't knock the suzi lol.
Know the feeling,we had ex lease laptop(12mth old)sold at local supermarket last year for $499,all had been checked over,they had about 10 coming in on a monday morning,went down early and they had 2 left after mine,it went well till the modem blew in feb07,it was linked to a power surge which took out our desktop and blew the phone line as well,insurance replaced both,mind you new computer didn't have half the programing old machine had,i.e word not on new machine,some other crap I don't use as well lol.

Was in Palmy Nth couple of years ago and a crowd had ex govt dept desk and laptops for sale,top of range at time going for about $350-450 depending on specs,and all less than 12 mth old.

**rwh** · 30th July 2007, 22:29

Originally Posted by Spuds1234

Because cuntstermers generally think that they know best when they dont.

I work at McD's and we get custermers that get all pissy when we suggest a combo because it will be cheaper. They say no because they dont want a big drink or a bigger fries.

I cant see why they wouldnt though. Its not like you have to eat or drink all your meal.

Generally we just charge them full price if they get all pissy.

You think a customer who wants to eat less McDs is making a mistake?

I have a tendency to eat food if it's there, which is part of the reason I'm the weight I am. Please don't try to upsize me when I'm making an effort to reduce my intake.

Richard

**Spuds1234** · 31st July 2007, 09:17

Originally Posted by rwh

You think a customer who wants to eat less McDs is making a mistake?

I have a tendency to eat food if it's there, which is part of the reason I'm the weight I am. Please don't try to upsize me when I'm making an effort to reduce my intake.

Richard

If we offer it and you dont want it just say "Sure, just dont upsize the fries you give me." Its manners.

A lot of people seem to think that just because I work in a customer service roll that they can abuse me and tell me about their worldly problems.

Dont have a piss and moan about how you had to wait 5 minutes in line. There are 5 other empty resturants around this McD's. No one forced you to stay in line and eat our crap.

**rwh** · 31st July 2007, 09:43

Originally Posted by Spuds1234

If we offer it and you dont want it just say "Sure, just dont upsize the fries you give me." Its manners.

A lot of people seem to think that just because I work in a customer service roll that they can abuse me and tell me about their worldly problems.

Dont have a piss and moan about how you had to wait 5 minutes in line. There are 5 other empty resturants around this McD's. No one forced you to stay in line and eat our crap.

Agreed they shouldn't get rude about it. I just don't like it when I say 'No thanks' to a combo upgrade and the person behind the counter reminds me (again) that it's cheaper (by 5c, usually) and looks at me like I'm stupid.

About the lines - I just wish McD's would switch to using a single queue like a bank, so I don't pick the shortest queue only to find the person in front of me is ordering for a family of 15 ...

Richard

**Spuds1234** · 31st July 2007, 09:55

Originally Posted by rwh

Agreed they shouldn't get rude about it. I just don't like it when I say 'No thanks' to a combo upgrade and the person behind the counter reminds me (again) that it's cheaper (by 5c, usually) and looks at me like I'm stupid.

About the lines - I just wish McD's would switch to using a single queue like a bank, so I don't pick the shortest queue only to find the person in front of me is ordering for a family of 15 ...

Richard

I that feeling about the family of 15 thing.

And now its even worse because we are "Made For You" so every burger you get is freshly made.

It doesnt matter what que your in now. If your order is behind the family of 15's then your fucked and the backlog can affect as many as 20-30 orders (depends on how good your kitchen team is).

We had one the other day that had the nerve to complain that the service was so slow. Well no shit. You just ordered $50 worth of burgers. You cant expect them in a minute like you used to be able to.

**PuppetMaster** · 31st July 2007, 10:03

What happened to my free smile ?

.

**ManDownUnder** · 31st July 2007, 10:06

Originally Posted by scracha

I find this sort of thing happens a lot over here. Why do peeps PAY for professional advice and then just totally ignore it? You know, if my mechanic tells me to get a new timing belt or my accountant tells me to use certain accounting software (, etc) I generally follow their advice.

I get my cash either way (in fact, I get more cash as it takes longer to setup) but it just mystifies me.

It's just ignorance...! From their point of view I'll bet something along of this happened.

One IT expert them they needed a new PC. To fix the old one would cost too much, get a cheapie and get up and going.

... ok - they set off looking for a new PC. They check prices in the paper to see what a new one costs - yup the IT dude was right. Quite pricey - but I like the look of the ones on sale in Noel Leeming and the like... I see they only sell HP/Compaq... interesting.

Go into Noel Leeming and ask about HP Compaq - why not sell the others. Store "expert" tells them the rest are dubious - Noel Leeming only sell the best - and by virtue of the millions of dollars they have invested in the brand - trust us... they MUST BE the best.

hmmm - ok so I need a new PC, and HP/Compaq are demonstrably the best.

Can't afford a new one though... let's see if I can get one of the best... cheap! HEY A P4 512 MB with the latest OS on it. $1,200? That's cheaper than a new one.

SOLD!

I hate to say it but a longer chat with the customer about what to look for may be warranted. YOU see customers making that mistake all the time - I see it too. Let them know... when they walk away from this conversation - here's what to expect.

Brand being sold. Let them know they're the same quality as the non brands - it's like burgers. McD's is the best brand... but not the best burger... or value for money!

Spell out what they need to get this PC up and running - and what it will cost for a replacement one - new OR 2nd hand (all the costs - new parts, labour, baseline install then layering in their apps and data).

Baseline their future requirements - what minimum spec will keep them out of Slow PC land for the next 3 years.

Offer future help if needed.

**Animal** · 31st July 2007, 14:29

Originally Posted by Delerium

...you get all the options then decide screw that and go the cheapest option which doesnt work out (just like you were told) and end up spending more for a medicore solution. My work does it all the time.

You work for Air New Zealand?