STORY 1
There was a customer who brought in his laptop because it was freezing last week. We ran a diagnostic on it and found one of the memory chips wasn't working correctly. We called the customer and offered a replacement chip. It came in, we installed it, everything was running good computer didn't freeze the whole time we left it running in the store.
Customer picks up the computer, brings it home, within 3 hours calls and complains that the computer is freezing again. I wasn't in the store at the time but the tech currently working knew about it and told him to bring the computer back.
Customer brings the computer back to the store of course on the days when I have a couple days off so I didn't get a chance to look at it until the beginning of this week. Checked all the programs that were running, changed some BIOS settings for processor sleep states and left the computer running for 2 hours, didn't freeze. Ran our stress test for another 2 hours to see if it freezes, and it didn't. Customer picked up the computer yesterday of course when I am dealing with this other crazy customer (look forward to that in Story 2). He ended up calling me again shortly after he left saying it froze. WTF?! The only difference was that in the store he didn't bring his power adapter so we used our universal one. At home he is using the power adapter he had. That is the only thing it can be at this point... If anyone knows what else it could be leave a comment!
STORY 2
So this lady comes in, she is really nice, but seems a little crazy. She goes on to tell me how she had brain surgery not too long ago and she is trying to cope. This is besides the point, she is coming in to find a printer that she saw the night before on our website, she claims it was an EPSON ARTISAN 7700. I have never heard of that printer before but sometimes we carry other printers on our site that we don't carry in the store. So I'm trying to link into this for the lady. I check on our website of course no such printer exists. She goes on to tell me that her neighbor bought the exact same printer she is looking for from our sister store.
At this point I'm pretty sure she was hallucinating this whole thing, even her husband was getting a little angry at her. I tried to call our sister store, but because of the holidays they were busy and didn't answer the phone. I even looked on Epson's website to find this particular model and the only one it finds is a $2,500 dollar professional machine, not the one she said she saw for $179.99 that also qualified for $50 off when you recycle an old printer. We went over to the printer aisle to see if any of the ones we had was the one she saw. She kept going back and forth between an Epson and a Canon she just bought asking me to tell her the differences between the two. This whole ordeal wasted 30-40 minutes of my life...
STORY 3
This is a continuation from the story Umm, You Can't Back That Up. The customer brought back his computer after he backed up everything and wanted us to do the system recovery I told him about. Of course before he left to do the backup himself I told him that we would need the recovery discs to do so. He brings in the computer on one of the days I was off and spoke to the SM about fixing it. Customer just kept saying, "JMan know fix!" Needless to say he didn't bring those recovery discs that were needed to actually do the recovery. So I called him as soon as I could and explained we needed the discs that I spoke to him about. He said he would come in the next day to talk to me about it. Ok...
The next day he comes in and I explain everything that in order to do the recovery he needs the discs. Well he couldn't find them, so the only thing he can do is order the discs directly from the manufacturer because we are unable to get them. I give him the model of the unit, the serial number, the discs he needs, and the phone number to get a hold of them. Of course he seems completely perplexed by this situation and I had to explain the same thing about 6 times...
STORY 4
This next one happened during one of the days I was off and found out about in the day I came back. The SM was dealing with an Asian customer who came in with his computer to have it looked at because it wasn't acting right in Windows. Of course the version of Windows installed on this computer was completely in a different language with no way to switch to English (at least that is what the SM tells me). The SM politely explains that no one in our store is bilingual in this Asian language that we couldn't look at the computer because we would not know what we are reading. Apparently the customer flipped out saying we were discriminating against him because we couldn't read his language. I'm sorry but if you live in the U.S. you should at least know that the majority of people here speak English and/or Spanish. Most Americans are not going to be able to read an Asian language because it is completely different from our own. If your language settings could be adjusted to English so we could at least read what was going on we would gladly take it in. Otherwise we may as well be reading Klingon it would make more sense.
in story 1 you should ask the customer what apps he's using when the computer freezes. it's probably not anything wrong with the computer, the freezing is probly some shitty software he downloaded off of an animal porn site.
ReplyDeleteHe brought it back in again, we are using his power cord and it's not freezing. He claims he doesn't run anything he just powers it on and it freezes. I don't know what the fuck is going on? There are no logs when it freezes because it freezes before it can record any logs.
ReplyDeleteStory 1 - Sounds like the customer is being an a-hole, but what you should do is suggest an onsite. It could also be intermiting current in his wall outlets at his house.
ReplyDeleteStory 2 - We have a regular customer like this in our store her name is Carol. Thank goodness most of the time she is a copy center customer that uses the self service dept.
Story 3 - Read the 4th comment down on the story you wrote from Umm, You Can't Back That Up.
Story 4 - We had an asian customer like that in our store, but it was with a cash register that he already purchased and he couldn't read the instructions in english, so he wanted someone to explain to him how to work the cash register and do all of the functions, etc. My manager explained that we in the store just sell the product and we don't even know how to use it. He was upset but he didn't flip out. He left. - We used to have 2 asian customer's (they were related, I think husband and wife) that used to flip out at copycenter though and we would have to call the police on them almost everytime they came in.