Wednesday, September 27, 2006

Checkmate

I just got a new cell phone, last May. It did not hold a charge well, so in August I went in and they promised to send a replacement. They sent me a replacement all right - but with no battery or back plate. I had to use my existing battery and back plate. Hmmm, wasn't charging part of the problem here? Isn't the battery the piece involved with charging? But hey, what do I know.

So now I have a phone that has a back plate of a different shade. Plus it still doesn't keep a charge. Last weekend, my husband and I both charged our same model phones, then left them both on all night. His was still fully charged in the morning; mine was dead. There's scientific proof!

So back to the store. They need to test it for 1 1/2 hours. So I come back a little shy of that and wait on line to pick up my phone. They claimed to have had the phone on a call for 1 1/2 hours and it dropped two bars of power, so it's ok, per them. Huh? I wasn't gone for 1 1/2 hours, but I won't quibble over minutes, there are bigger fish to fry here. I pleasantly asked the young lady what this phone was rated for on standby time.

YL: "200 hours."
Me: "Well, my phone only lasts 12 hours, so there must be a problem."
YL: "No, your phone is fine. The battery life depends on the phone options."
Me: "Hmmm - I have the same options my husband has, but his phone held the charge overnight while mine died."
YL: "Well, color phones use more power."
Me: "Ok, is the 200 hour rating for this particular phone?"
YL: "Oh yes, it is."
Me: "Does this particular phone come in a black & white version?"
YL: "Oh no, just color."
Me: "Sooo maybe I can assume the 200 hour standby rating is for this phone, in color?"

At this point, the young lady excused herself to go into the back room to talk to the supervisor. She comes back saying "We can give you a new battery, but you'll have to wait 20 minutes." Great, I'll be back.

So now I just have the back panel that is a different shade than the rest of my phone. I can live with that.

10 comments:

Ordinary Janet said...

Good for you, for standing your ground! Gotta love how the young lady was stumped and had to go ask her supervisor. Isn't it funny how "the supervisor" is always in a back room and never appears?

Dr.John said...

Why can'y clerks just admit to the problem in the first place. It would be better for the store and teh customer.

Sunflower Optimism said...

Glad to see you Janet and Dr. John. It always makes my day when someone stops by for a visit :-)

I tried really hard not to be obnoxious - she was just a kid, as they all were. The ones that weren't helping customers were chasing each other with a spray can of freon. You know, that stuff you use to clean out your keyboard that sprays cold air. Unbelievable.

But I don't know what it is - are they not thinking when they talk? Are they just spouting company scripts? You got it, Janet - if the customer says something "unexpected" they don't know how to handle it.

After too many return trips, some arguing and gnashing of teeth, I finally walked out with a new battery. Now if they had given me a new battery, right off the bat, they would have had my undying loyalty - a true win-win, Dr. John.

LL Bean still gets my vote for great customer service.

Velvet Sacks said...

Seems to me that if they were so sure your battery was a good one, they wouldn't have lost anything by swapping it out for another good one--the FIRST time you asked. Glad you stuck to your guns, Sunflower.

DaveM said...

Thanks for the book details I will look out for it,and I hope you enjoy the cobbler. The book sounds an interesting read.

Sunflower Optimism said...

Yes, Velvet - plus they would have had a much happier customer! This logic eludes them. Doesn't anyone think things through anymore?

Thanks for reading about the book, Dave. I was even thinking of how to link the post at the top of my blog so newcomers would read it, after the sidebar link disappears. But I don't know how to do that. Also, I apologize, I put that double cream recipe link in your blog, but later realized it spirits you away from the blog. Does anyone know how to put the link in so that it opens in a different window? I could then edit my comment in your blog to do that, Dave.

I'm on the hunt for blackberries today! I don't think they are in season, but I'm hoping some fancy food store has them imported from somewhere. Looking forward to that cobbler!

Kat Campbell said...

Ugh, cell phones! I refuse to carry one, but Pap and Princess would feel like I'd taken an arm if I took their phones. Way to stand up to them!

Sunflower Optimism said...

Wow, Kat, I'm in awe - no cell? It's the only way I can keep in touch with my kids. Although I have to admit, since they've both been away I've forgotten the cell at home a few times - and did NOT go back home to get it!

maxngabbie said...

I think the days of "The customer is ALWAYS right" are far gone. I find cell phones to be a necessary evil. But I have to have one to keep tabs on my teens. (I KNOW they are so sorry they bugged me for one!)

Sunflower Optimism said...

Yes, thanks for reading back a bit, Schrem - always glad for guests :-)

Cell phones are the only way I keep in touch with my children also. Did you know - lots of colleges aren't even supplying phones in dorm rooms anymore? Kids rely on their cells so much, the wired phones are superfluous.