Does customer service still exist for computer support?

OK, I need to vent.  Yes, I am in computer repair and I help many people with different issues. Occasionally I will call major companies (Dell, Sprint, Microsoft…etc) for the benefit of my customers. You would think since I can speak the techy language it would be easier for me….NOT! You would think if I tell the person on the other end of the phone all the things I did to diagnose the issue, it would make their life easier….NOT!

What does a person do when you call for a warranty issue? How do you handle the incompetence on the other end of the phone line?

Has customer service in American gone to the waste side?

I ask because as a service person…that should be the main priority. Customer relations to me is building a relationship with the customer. I want a customer to be happy after having me or one of my tech come into your home and solve your issues. I want to hear feedback, even if it was unpleasant for me to hear…so that we can grow as a company. I want you, my client to feel like a friend rather than just an opportunity for me to make  money. I want you to know that we care here at Friendly…..

I know some things can happen and yes, we all have bad days. There is no reason for anyone to know when my bad day happens (which is rare by the way…haha).

So again I ask, why is it that these big companies take away the one thing we all want? I want to be understood and appreciated by them. I want to know if I spend a lot of money with you, that you will respect me and help me when needed. I don’t want to feel insignificant, like a number or worse. I want to feel glad I gave you money. I am sure my clients want that too.

So, what about you? Tell me your experiences with companies…both good and bad. Share it with me so that I can learn, laugh and empathize with you.

Custom Built vs. Store Bought Computers

So maybe you’re wondering….. which is better for your money — store bought or custom built computers? 

Well, it really depends upon what you are trying to do with that machine, and how long you want to keep it.  First off, a store bought machine can be a great value….. as long as you aren’t planning on doing too many upgrades in the future.  All of those “on-board” or “integrated” components basically just mean that if one component breaks, you can’t remove it… you just have to disable it, and add another to replace it.  So now you would have two of the same part in your machine, only one isn’t working.  Another thing to consider when you buy a store-bought machine is the warranty.  Yes, you can buy an extended warranty that gives you great coverage, but you have to take into consideration that that’s just an extra expense to add onto your bill.  If you don’t get that extended warranty, then you have only the manufacturer’s warranty, andyou will probably be stuck sending in your machine to some other state, then waiting for weeks to get it back.  And in order to make a claim, you will be making a call to the technical support line for Dell or HP or other reputable companies (and let me tell you, that isn’t fun….. it’s hard enough to explain the issue you are having, and even harder to explain it to someone that you can hardly understand).  All of your store-bought machines are pre-manufactured, and really are not too customizable, so you are stuck either getting more or less than you need.  And not having what you need in terms of speed can cost you some time down the road. 

On to custom built-machines… you basically tell the builder what you are going to do with the machine, what speed you are looking to get out of it, and how likely it is that you will be doing future upgrades.  With this information, the builder can help you pick out a motherboard/processor combination, the amount of RAM (memory) you need to suit your applications, and what will be the most dependable machine that will provide for your future needs.  The warranty that comes with the custom-built computers should also include on-site service for the duration of the manufacturer’s warranty period.  The builder you choose should also be able to offer you an extended warranty for an extra charge, but will also include on-site service. 

It’s really up to you which would better suit your needs now and in the future, store-bought or custom built.  Just remember that you should always ask questions before you buy.