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In Reply to: RE: how long should a customer wait for a reply ? posted by riley804 on November 21, 2016 at 09:17:55
Contact them as often as necessary until your problem is resolved.
Length of time is going to vary from person to person - there is no standard.
"Once this was all Black Plasma and Imagination"-Michael McClure
Follow Ups:
I have and hopefully I am not getting the run around now, and we shall see in the next few days if I am contacted like I was told I would be.
A much older co-worker once told me "you may not be able to do much about the price, but you can damn sure get what you paid for". Hound them until you get satisfaction.
I hold my tongue no longer.First of all you NEVER hound a professional. You are asking him to do something THAT YOU CANNOT DO. Why don't you treat your heart surgeon like that ?
As a repairer I got this much to say to you :
1. I DID NOT DESIGN IT
2. I DID NOT BUILD IT
3. I DID NOT SELL IT
4. I DID NOT BUY IT
Now that we got that straight we can get down to business. Note that I have been in the service business for over forty years.
If you EVER hound me I will tell you your unit is done and to come pick it up, you are not getting your estimate charge back, you get nothing. And another thing, in this state when you OK the estimate you enter into as binding contract and if it takes too long and you don't like it, you can pick it up and the bag of parts and screws, as long as you pay the full bill as if the unit was actually working. I know the law in this state and that it how it is.
The laws here in Ohio came about in a strange way, which I will delve into later after I answer the OP's question. With a question.
How come you did not call this place and ask them ? There are places here that take three weeks to even hit the bench, that is usually music equipment like mixers, guitar amps and such. Some DA converters too, as well as a few other things. You call them and ask them they will just say figure about three weeks. The reason is that they are a busy place and the reason they are a busy place is that their techs are good.
Now remember something else, they might say they have to try something to test it under actual or whatever operating conditions.
You know, youse people put up with this in cars. They say "we have to pull the heads to know if they or the block may be cracked so sign here for $1,000 labor which does NOT get your car fixed. People must think this shit is a toaster.
Hound your tech. Hound your plumber. Hound your mechanic. hound your electrician, that'll be fun.
Go ahead and hound people who do what you do not understand and you know what ? You'll wish you hadn't.
Edits: 11/23/16
"The laws here in Ohio came about in a strange way, which I will delve into later"
It is later.
The strange laws Ohio has are because of auto mechanics. they would get your car in there and there were "cost overruns" and people lost their cars over it, didn't even get to scrap them.
Sometimes it was that they pulled off the top end and the block was cracked. Sometimes it was that the tranny got rebuilt and it didn't work right because the case was cracked. That happened on alot of trannies, where the valve body bolts up with the pistons and all that, there were cracks at the sides of the bores in that which were supposed to use the pressure to engage clutches etc.
Well they couldn't tell and alot of shops just took to fixing it anyway and then wrote a bill the customer could not pay.
And then unscrupulous tranny shops sowed up. I took a 1971 Chevy Impala into a shop that I think was a national chain. The guy Told me it sounds like there is a sprag screwed up in the torque converter.
In a 1971 THM transmission THERE ARE NO SPRAGS IN THE TORQUE CONVERTER ! the only ones that have sprags are the ones with the lockup clutch, about required for overdrive and a good thing, but there was NEVER one in any THM of the time.
So he told me that and wanted $600 to fix it (this was a LONG time ago like 1976) we just went and got a tranny from a boneyard and guess what, found out there was a bad spur on the torque converter so just used the one the guy said was bad,,, it worked fine.
I have tried to be as honest as possible in all I have done. But I do not make the mistake of projecting that on others.
As far as the OP, call up the shop ad apologize, say soething like "Sorry to be a bother, I am not going to keep calling you but please tell me when you will call me or to call you".
GET THAT ANSWER.
Up the street there is an auto repair and tire shop, I have seen cars sit there for months. Of course some of the are vintage, unusual or whatever. But that goes to show you that some things take longer than others.
And if that tech is on the phone he is not working on the bench.
Laughing....
I think you're assuming he's dealing with a sole proprietor. In that case, it's essential to treat him as you would like to be treated yourself.
It's also expected that the customer be treated with respect and have his questions answered without any snark precisely because of what you mention. The repairman is the expert. Although I recognize that he's busy and can't spend more than a few minutes answering a question.
If it's a huge multinational corporation... you can bet your bottom dollar that I'm going to be calling EVERY SINGLE FUCKING DAY to make sure that what I was told is indeed happening. If I am told they will call back in two days, I will call back in 10 minutes to confirm the two day window. I will call the next day to confirm the call tomorrow. I will call the morning of to confirm the call later that afternoon.
Why, because every single time that I didn't do that, nothing happened. If the CSR is in India or Mexico or sounds like he or she is reading from a script, I increase the frequency. This isn't crazy talk. I have actually called Comcast, hung up, called right back and discovered that every single detail of my previous call was wrong.
Often, with a big corporation, I make multiple calls on the same issue one right after another until I get what I need.
SPIRIT!
You do what is necessary and don't let the basterds intimidate you or "pass you along" to the next person that will pass you along. MANY large companies of any business are set up this way to wear the customer down and cower them into silence.
Screw that.
"Once this was all Black Plasma and Imagination" -Michael McClure
Ha!
I forgot to add that I am always, no matter how obtuse the CSR is, or how insulting or how incompetent, extremely polite. Over the years, I have found that getting all bent out of shape is counterproductive.
Persistence is the key. Sugar sweet, polite relentlessness.
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