Tech support (warning: rant ahead)
In my previous post, I talked about buying a new development box. Well, I'm still waiting for it. What happened?
I ordered the PC on Thursday, the 10th of May. I made sure to choose components that where in stock. I payed by wire transfer immediately.
After a week, they informed me that they received the money. This should have been on Monday or Tuesday, but whatever. The problem? They didn't have the power supply, the 8600 and the dvd writer in stock. Worse, the dvd writer had an unknown delivery time. I don't understand why a shop doesn't pull the items from stock when an order is confirmed? What good is a stock quantity on the web site when they don't update it? I don't care what brand the dvd writer is, so I quickly send them an email and asked them to swap the writer for another one. It was the same price, so there wasn't any problem.
Another week passed, so I send them another mail. Apparently, the power supply also had an unknown delivery time. It was the only thing missing. I was kind of mad that they didn't tell me this before. But I decided to wait a little longer. The power supply was a popular brand so I thought it wouldn't take much time.
A few days later, they confirmed that the power supply would be in stock the beginning of June. I decided that I wouldn't take my chances and I've waited long enough. So I changed my order to a different power supply that was available. The new one was a little more expensive, so I'd have to do another wire transfer. They couldn't use my Visa for the order. I informed them that I don't want to pay for the power supply when someone else could still order it and it could be out of stock again before my money arrived. But they told me they'd take it out of stock and keep it for my order. Also, I didn't want to wait another week with the wire transfer before they install the power supply and ship the box. I hate waiting. But they didn't like that.
Apparently, they don't trust their customers to pay another $20 when they already paid $1400. I would understand this if it wasn't for the following: it's been almost 3 weeks, and everything is cheaper now. That means that I could cancel my current order, and order everything with the new power supply for the same amount! So a few mails went back and forth. They suggested a screenshot of the wire transfer confirmation would be ok. Of course, I made the transfer immediately and I couldn't do that anymore. So there is only one thing left to do: wait another week for the wire transfer, then probably another week for the shipment.
Do I like their tech support? No. Will I be ordering a second time from the same shop? No. Will I advise a colleague to buy his new PC at their shop? No. Did I learn a lesson about support? Yes.
I ordered the PC on Thursday, the 10th of May. I made sure to choose components that where in stock. I payed by wire transfer immediately.
After a week, they informed me that they received the money. This should have been on Monday or Tuesday, but whatever. The problem? They didn't have the power supply, the 8600 and the dvd writer in stock. Worse, the dvd writer had an unknown delivery time. I don't understand why a shop doesn't pull the items from stock when an order is confirmed? What good is a stock quantity on the web site when they don't update it? I don't care what brand the dvd writer is, so I quickly send them an email and asked them to swap the writer for another one. It was the same price, so there wasn't any problem.
Another week passed, so I send them another mail. Apparently, the power supply also had an unknown delivery time. It was the only thing missing. I was kind of mad that they didn't tell me this before. But I decided to wait a little longer. The power supply was a popular brand so I thought it wouldn't take much time.
A few days later, they confirmed that the power supply would be in stock the beginning of June. I decided that I wouldn't take my chances and I've waited long enough. So I changed my order to a different power supply that was available. The new one was a little more expensive, so I'd have to do another wire transfer. They couldn't use my Visa for the order. I informed them that I don't want to pay for the power supply when someone else could still order it and it could be out of stock again before my money arrived. But they told me they'd take it out of stock and keep it for my order. Also, I didn't want to wait another week with the wire transfer before they install the power supply and ship the box. I hate waiting. But they didn't like that.
Apparently, they don't trust their customers to pay another $20 when they already paid $1400. I would understand this if it wasn't for the following: it's been almost 3 weeks, and everything is cheaper now. That means that I could cancel my current order, and order everything with the new power supply for the same amount! So a few mails went back and forth. They suggested a screenshot of the wire transfer confirmation would be ok. Of course, I made the transfer immediately and I couldn't do that anymore. So there is only one thing left to do: wait another week for the wire transfer, then probably another week for the shipment.
Do I like their tech support? No. Will I be ordering a second time from the same shop? No. Will I advise a colleague to buy his new PC at their shop? No. Did I learn a lesson about support? Yes.
Labels: Personal
posted by Wouter Dhondt at
09:29
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