My first good experience with out sourced tech support

[irishmasms.livejournal.com]

When I have my Boss her new PC some time ago I also gave her a Kensington track ball instead of a mouse. Funny when my new PC showed up on my desk it also had a Kensington track ball - but that is a different story.

Well the boss had been complaining that the track ball was behaving badly - skipping or not moving at all. I look, and the rubber contact for the up/down axis was falling apart. There was minimal to no contact between the ball & the x axis.

Since I was heading out the door & town for a conference, I be a nice guy and give her the track ball off of my PC; to worry about the situation when I return. No, I do not have funding to go purchase a replacement & we were only able to purchase two track balls.

Yesterday, as I was getting frustrated with using a M$ mouse and the crumbling track ball sitting on my desk staring at me and taking up space I get the urge to call their tech support & see what happens. Sure, my last call to Dell about the defective hard drive was not successful, but I have to at least try.

So I call yesterday afternoon.

And I get 'Steve' - who clearly is not a Steve and has a slight Indian accent.

I fear the worst - just like the Dell call a total brush off. Is this Steve going to be a Stew? [A Tao Of Steve reference there, BTW}

I give 'Steve' my email address & phone number, and then explain the situation.

'Steve' asks for the model & serial number. Then he tells me that they will be sending a new one out (which we should receive in 7 to 10 business days) and to mail the old one back when we receive the new one.

I was stunned. You mean I am actually going to get what I wanted? Wow! W00t!

As 'Steve' is telling me and I am writing down our incident number I wonder if the track ball actually shows up.



Is out sourcing overseas bad - hell yea. We need to take care of our own. It is the right thing to do. But for once, I think this have worked as it is supposed to.

x-posted from my own journal

Comments

[dmsalem00.livejournal.com]

is your boss's PC listed under a business account? If so, you shouldn't have gotten "steve"

seeing as how i'm not allowed to really comment there, all I can say is, you probably should have gotten one of "my guys."

oh well, go figure. maybe next time, huh?

business account

[irishmasms.livejournal.com]

The PC is a Dell, but the trackball was not procured with the PC. We purchased the trackball separate from a different purchasing vehicle.

It is all good - if we get the replacement! =)

Re: business account

[dmsalem00.livejournal.com]

May I ask what type of Dell?

Re: business account

[irishmasms.livejournal.com]

IIRC, it is a Optiplex GX110, P3 800 mhz. Why do you ask?

[naggy.livejournal.com]

There's always the chance that you got a 'giver', who was just handing you your part to shut you up, whether it works or not.

giver

[irishmasms.livejournal.com]

Hey, it is all good if I get the replacement! Not like we have the $60 for a new one.