My angry vent about a certain computer company (starts with a G)

29 05 2008

So, I confess. I’m computer literate. Actually met my hubby while taking a basic computer programming class in college on the vm (yeah, it predates the internet – I’m as old as dirt, dig it). Now a few of my coworkers have caught on to this…

So, my coworker brings in his computer (hereafter called the anchor) saying he has a virus. He brings in all his software, including “the recovery disks!” (He says with a smile!) I take the thing home and start working on it over the weekend. Bet your cookies he has a virus/worm/evil monster, and not a nice one at that – it ate part of his recovery disk. Hubby and I do a destructive reformat on this thing, and it still has the little bugger on it. O.k. We pull out the “recovery disks” only to find them totally blank. I call coworker-turns out he didn’t make them when he first bought the computer. He calls the company that starts with G.

I end up ordering them for him and get stuck in customer service purgatory for half an hour, finally ending up emailing the requests for the disks because I am not about to pay for service on a computer that isn’t mine – I just need the freaking disks. No problem – they can have them out in 2-3 weeks. They give me a link to give them a credit card number, which I promptly do on the day they give me the link.

3 weeks go by, with every day my coworker asking if the disks arrived. On the last day of 3 weeks, I email the company that starts with G and ask where the disks are. I get this as a response:

I have created order number ….. for the Restore CD to be shipped to you. Please allow an estimated 2 to 3 weeks for the Restore CDs to be sent to you depending on the availability.

I am looking forward for your satisfaction with our service.

I respond with:

You are stating it will take 3 more weeks? I’ve already waited three weeks – I went to the secure website on receipt of the secure website address and paid. Didn’t anything get initiated once I did this?

The response I get is this:

I do apologize but you need to notify us once the information has been submitted for us to be informed that we need to use the information submitted in processing the order. In this case, we are only notified when the order has been processed.

Umm, huh?

So it is my fault that THEY didn’t process the order? I used the link THEY sent me to have the order submitted on THEIR system – can’t THEIR computer tell THEM I submitted an order – they had the case number and everything. It just blows my mind to see customer service like this in a day and age when everything SHOULD be automated.

So here I sit, waiting ANOTHER three weeks for the stinking disks, being asked on a daily basis if the disks had come.

Please, for your own sanity, avoid the computer company that starts with a G and uses a cow motif, at least if you want customer service that doesn’t use paper cups on a string or telegraphs for communication…

I’m pulling the soapbox back to the corner now.

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