Super Paper Mario was released today for the Wii (review coming soon!) and Circuit City had a great deal! If the game was not on their shelves by 2pm, then you got a $20 gift card and they would call you when the game came in. You can read all about that story by CLICKING HERE!!!
I called Circuit City on my lunch, and the game was already released, plenty of units available. No need to go there now, so I decided to go to my local GameStop, because I am a glutton for punishment. I walk inside, and am greeted by "the boobs" girl from last month. (For "the boobs" girl story, CLICK HERE! ) "How can I help you" she asks in her intentionally bouncy way? "I am here to grab a copy of Super Paper Mario" I tell her. "Oh, did you reserve a copy" she asks, again, with the same obvious bounce. "No, I did not." Most of you who know me, and/or know GameStop, already know what is happening here. "Oh, I'm sorry" she frowns, "but I don't know if we have any extra copies to sell if you didn't pre-order. I will have to count them out and see if there are extras"
I had had enough. I am sick of this "pre-order everything" deal at GameStop. I got upset. "OK, that's fine" I snorted, "I will just walk across the parking lot to Wal*Mart and grab a copy there. OR, I could go a half mile down the road and grab a copy at Circuit City. OR I can drive to Best Buy a mile north and grab a copy there! Thanks though!" I turn around, big grin, and start to walk off."
"WAIT!" I seemed to have hit a nerve with "the boobs" girl. Bad choice of words.... regardless.... "WAIT! I should have enough! You can have this one!"
"Ok, ring me up." What? I didn't ACTUALLY plan on leaving unless they wouldn't sell me a copy. I WANT to support my local game store. I just wish they taught their employees differently! I actually wouldn't mind if they JUST asked "is there anything you would like to reserve today" while ringing me up, but they don't do that. They ask as soon as I come in (welcome, are you here to pick up a reservation?), when I ask about a specific product (did you know you can reserve the sequel today?), when I MENTION an upcoming game (you should reserve that today, so you are guaranteed a copy!) or when I even LOOK at "the boobs" girl (would you like to reserve the new DOA game?). I am constantly barraged by their pre-order antics!
"The boobs" girl didn't actually ring me up at first. She said her coworker (the idiot from last month) would get me. He ended up being a little too busy harassing his customer though. He would not ring this girls order up! "For only $7 more you can get the membership and the subscription to the magazine! Your total would be $102 instead of $95! Only $7 more!" 5 times he asked, in a row, with the girl flat out saying no every time. He just stood there asking again "for only $7 more" with me, and another customer, standing their with product in hand, not caring that other people needed to be helped. I gave "the boobs" girl a dirty look (not THAT kind of dirty look), and she finally conceded and rung me up personally.
"Is there anything you would like to reserve for the Wii while I am ringing you up?" The bouncing distracted me, but naught only for a second. "No, thank you."
"Ok, enjoy your game! See you again soon!" I have a bad feeling she isn't wrong...
Showing posts with label Customer Service. Show all posts
Showing posts with label Customer Service. Show all posts
Tuesday, April 10, 2007
Tuesday, April 3, 2007
Dumb Quote of the Day
The following conversation is real. It took place at 7:00am on Tuesday, April 3rd. The names have been changed for the protection of the stupid.
Me: Technical Support, how can I help you?
Caller: Hi, my name is Jenna! I am scheduled for the conference call today. I thought I would get an email with all the info an hour before it starts, and I haven't received that yet.
Me: Yes, you are correct. However, the training does not start until 10am, so the email will be sent out one hour before then, around 9am, so in about 2 hours.
Caller: Ok, but I am on your website now, and it says 10am Pacific/1pm Eastern is when it starts.
Me: Correct, 10am Pacific. On the west coast, where we are located, it is only 7am.
Caller: Oh, no one told me thats what Pacific means.
Nice lady, very kind, but just had no comprehension over the different time zones.
Me: Technical Support, how can I help you?
Caller: Hi, my name is Jenna! I am scheduled for the conference call today. I thought I would get an email with all the info an hour before it starts, and I haven't received that yet.
Me: Yes, you are correct. However, the training does not start until 10am, so the email will be sent out one hour before then, around 9am, so in about 2 hours.
Caller: Ok, but I am on your website now, and it says 10am Pacific/1pm Eastern is when it starts.
Me: Correct, 10am Pacific. On the west coast, where we are located, it is only 7am.
Caller: Oh, no one told me thats what Pacific means.
Nice lady, very kind, but just had no comprehension over the different time zones.
Wednesday, March 14, 2007
Tales from Tech Support- Part 1
For years, I have helped people pick out the right computer to run the software that I support. One method is using quotes directly from a specific computer manufacture, quotes I personally put together to meet and beat all of our system requirements. For years, I have never had a single complaint about one of the machines purchased from a quote. I have heard many compliments and thanks, but no complaints. Until this week.
I have had 2 separate companies contact me to complain about the machine(s) they purchased. Their complaints? Let me break them down.
First complaint was the computers were completely wrong for their needs. Not enough RAM, too small of a hard drive, running Vista Home Premium (instead of Business or XP) and that it only had a CD burner, not a DVD burner. The price we sold the computers for was approximately $1200-$1300. To use the same components on a retail website and build the machine from scratch (dell.com or gateway.com) , it will cost between $1500-$1800. Thats a pretty good discount if you ask me. Their other complaint was that we FORCED them to buy these computers. How you can FORCE someone to spend several thousand dollars by phone is beyond me. They had the order forms, and then faxed them over 3 days later.
The second complaint was that the computer was installed with Vista Home Premium instead of XP. He had the original order form, my confirmation email, the manufacturers email confirmation, and the shipping confirmation email.
My point with both of these complaints is that the order forms were in these peoples hands for a good period of time. The order forms broke down every component of the computers, including what software was preinstalled, what hardware is included, warranty information. Everything. They could have asked to upgrade components or changed the features, but they did not. They had a complete breakdown of what was being offered, purchased it, then said they wanted something else. I can understand if they were not happy with the machine's performance, or if something was broken or missing, but they knew exactly what they were ordering, received the product, then blamed ME for referring to them an inferior product that had features they did not want. The first company acted as though they believed this was the ONLY machine in the world that would run our software, and we forced them to purchase this machine. How can you purchase something, knowing full well what is included, then complain to the store that it doesn't have what you want?!
The 2nd guy ended up being really nice and understood it was his mistake for not reading the order form (Vista is listed as the 3rd item down). However, the first company still believes we peddled them a crappy product, despite the fact they were told over and over again, by phone, in person, and on paper, exactly what was being purchased. One person redeemed themselves with me by realizing it was his mistake, but the other company still thinks we did something wrong. It wasn't even our product we sold, it is a referral to another product.
I just got off the phone with another person, asking about that exact same quote, and she said "I like this model but want some more RAM and a larger hard drive. Can we do that?" "Yes," I told her, "we can. And thank you for asking."
I have had 2 separate companies contact me to complain about the machine(s) they purchased. Their complaints? Let me break them down.
First complaint was the computers were completely wrong for their needs. Not enough RAM, too small of a hard drive, running Vista Home Premium (instead of Business or XP) and that it only had a CD burner, not a DVD burner. The price we sold the computers for was approximately $1200-$1300. To use the same components on a retail website and build the machine from scratch (dell.com or gateway.com) , it will cost between $1500-$1800. Thats a pretty good discount if you ask me. Their other complaint was that we FORCED them to buy these computers. How you can FORCE someone to spend several thousand dollars by phone is beyond me. They had the order forms, and then faxed them over 3 days later.
The second complaint was that the computer was installed with Vista Home Premium instead of XP. He had the original order form, my confirmation email, the manufacturers email confirmation, and the shipping confirmation email.
My point with both of these complaints is that the order forms were in these peoples hands for a good period of time. The order forms broke down every component of the computers, including what software was preinstalled, what hardware is included, warranty information. Everything. They could have asked to upgrade components or changed the features, but they did not. They had a complete breakdown of what was being offered, purchased it, then said they wanted something else. I can understand if they were not happy with the machine's performance, or if something was broken or missing, but they knew exactly what they were ordering, received the product, then blamed ME for referring to them an inferior product that had features they did not want. The first company acted as though they believed this was the ONLY machine in the world that would run our software, and we forced them to purchase this machine. How can you purchase something, knowing full well what is included, then complain to the store that it doesn't have what you want?!
The 2nd guy ended up being really nice and understood it was his mistake for not reading the order form (Vista is listed as the 3rd item down). However, the first company still believes we peddled them a crappy product, despite the fact they were told over and over again, by phone, in person, and on paper, exactly what was being purchased. One person redeemed themselves with me by realizing it was his mistake, but the other company still thinks we did something wrong. It wasn't even our product we sold, it is a referral to another product.
I just got off the phone with another person, asking about that exact same quote, and she said "I like this model but want some more RAM and a larger hard drive. Can we do that?" "Yes," I told her, "we can. And thank you for asking."
Tuesday, March 13, 2007
GameStop = Bad Customer Service
At 10:30am, I called the nearby GameStop and asked "has God of War II been released?"
"Did you reserve a copy" the young employee asked?
"Yes, I did" I told him.
"Then feel free to stop in anytime today to pick it up!"
Off to lunch I went at 11am. (On a side note, the $2 I spent at Burger King for a double burger and soda was the best food I have had in weeks.) On my way back to work, I stop at GameStop.
"Hi! I am here to pick up God of War II!"
"Sorry, that won't be out until tomorrow" replied the clearly soulless employee.
"Well that's odd" I responded, "because less than an hour ago I was told to stop by to pick it up. "
"Nope, tomorrow. Want to buy something else instead?" His eyes were bright and cheery, his greasy hair matted down into thick waves, and his brain had clearly shut down.
"No, I came in to buy the game YOU told me an hour ago was here."
I promptly left. I am sure the moron continued to smile long after the door closed, no idea what was going on, no comprehension on why he exists or what customer service is supposed to be.
Good job GameStop! Thanks for continuing to further propagate this stereotype!
UPDATE! THE NEXT DAY!
To make a long story short, I went back the next day to pick GoW2 up. Couldn't go to another store, had to go to the one where I reserved the game. I was in a bit of a huff....
Very cute young woman wearing a revealing, low cut store shirt rang me up. Not conventinal cute, but very nerd cute. Lisa Loeb glasses, soft white skin, very much my type. Still, couldn't believe they let her wear that.... most places would yell at her to cover up.
The manager asked if everything was OK, and I decided to spill on him what took place the previous day. He chuckled a little when I told my story.
"Yeah," he said, "we all have different roles that we play at this store. I am the nice and helpful guy, my coworker here (pointing to a scruffy young boy) is the fanboy, can argue with anyone about anything. The guy from yesterday is the idiot. We are all good at what we do."
I looked at the pretty young lady behind the counter. With an obvious bounce, she smiled and said "I'm the boobs."
I tried to suggest that "the idiot" should not work there if he is an idiot, but instead the fanboy starting arguing with me over the merits of the rechargable Wiimote accessory packs I was looking for. I smiled at "the boobs" and tried to escape, "the fanboy" on my tail, constantly talking, not letting me leave.
Apparently my new role was "the captive." If it was just me and "the boobs" I wouldn't mind, but I was on a schedule (when am I not?!). After 3 more minutes of "agreeing" with "the fanboy" I was finally able to make it out. God (of War) help me if I ever go back there again....
"Did you reserve a copy" the young employee asked?
"Yes, I did" I told him.
"Then feel free to stop in anytime today to pick it up!"
Off to lunch I went at 11am. (On a side note, the $2 I spent at Burger King for a double burger and soda was the best food I have had in weeks.) On my way back to work, I stop at GameStop.
"Hi! I am here to pick up God of War II!"
"Sorry, that won't be out until tomorrow" replied the clearly soulless employee.
"Well that's odd" I responded, "because less than an hour ago I was told to stop by to pick it up. "
"Nope, tomorrow. Want to buy something else instead?" His eyes were bright and cheery, his greasy hair matted down into thick waves, and his brain had clearly shut down.
"No, I came in to buy the game YOU told me an hour ago was here."
I promptly left. I am sure the moron continued to smile long after the door closed, no idea what was going on, no comprehension on why he exists or what customer service is supposed to be.
Good job GameStop! Thanks for continuing to further propagate this stereotype!
UPDATE! THE NEXT DAY!
To make a long story short, I went back the next day to pick GoW2 up. Couldn't go to another store, had to go to the one where I reserved the game. I was in a bit of a huff....
Very cute young woman wearing a revealing, low cut store shirt rang me up. Not conventinal cute, but very nerd cute. Lisa Loeb glasses, soft white skin, very much my type. Still, couldn't believe they let her wear that.... most places would yell at her to cover up.
The manager asked if everything was OK, and I decided to spill on him what took place the previous day. He chuckled a little when I told my story.
"Yeah," he said, "we all have different roles that we play at this store. I am the nice and helpful guy, my coworker here (pointing to a scruffy young boy) is the fanboy, can argue with anyone about anything. The guy from yesterday is the idiot. We are all good at what we do."
I looked at the pretty young lady behind the counter. With an obvious bounce, she smiled and said "I'm the boobs."
I tried to suggest that "the idiot" should not work there if he is an idiot, but instead the fanboy starting arguing with me over the merits of the rechargable Wiimote accessory packs I was looking for. I smiled at "the boobs" and tried to escape, "the fanboy" on my tail, constantly talking, not letting me leave.
Apparently my new role was "the captive." If it was just me and "the boobs" I wouldn't mind, but I was on a schedule (when am I not?!). After 3 more minutes of "agreeing" with "the fanboy" I was finally able to make it out. God (of War) help me if I ever go back there again....
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