Phone Etiquitte

Has telephone etiquette gone the way of the Dodo Bird & the Dinosaur? This is something I’ve noticed being neglected more and more over the years. Scenario: Phone call. Names edited for privacy.

Phone rings, I answer, “Hello?”

Caller: “Is this [insert name]?”

Me: “Who’s calling, please?” (I believe that to be legitimate considering they are calling my #)

Caller again, “Is this [insert name]?”

Me: “Who is THIS?” (Now becoming a bit annoyed)

Caller: “This is [insert name]!” (Getting more rude)

Me: “How can I help you?” (Wondering who this person is… I don’t know them from Adam!)

Caller: ““Is this [insert name]?” (ok, maybe I should have at least answered her question, but they are on MY dime)

Me: “Yes, what can I do for you?”

Caller: “I am calling to let you know your grill is ready for pickup from Walmart!” (Obviously very annoyed with me at this point)

By now, I am ready to say, “Why didn’t you just address yourself and this ordeal would’ve been averted.” But I simply say, “Thank you, I will be there to pick it up, is tomorrow ok?”

Caller: Curtly says, “Yes, of course, that will be fine.”

Me: “Thank you.”

Now, some will say that it could have been minimized had I simply given the information that was asked for. The point is respect and etiquette. Two virtues lost in today’s society.

My folks taught me to address myself when calling someone. It’s especially professional to address yourself and your company’s name when someone picks up on the other end. Is that so much to ask for?? They are calling on your phone which you pay for. I find it rude and inconsiderate for people to be so presumptuous as to expect to have their requests satisfied without the courtesy of giving the person on the other end the benefit of knowing who you are and at least the business you are calling from.

Some may argue this is to protect the person whom they are calling their privacy. Perhaps, but courtesy dictates that you address yourself and state your business. At the very least, the caller should be courteous enough to then state who they are and if they’re calling regarding a business matter, state the company name.

HP - Shame on You!

After 20 + years of being a loyal customer, HP made it ABUNDANTLY clear they really were not interested in my business any longer. Following 4 attempts at repairing my laptop over the span of a year, they finally agreed to replace it. But not without insurmountable stress and anxiety.

Each time the machine was sent in, the repair tag was very clearly completed, documenting every concern with the unit. However, for some reason, it was returned to me after approximately 3 weeks of sitting on the depot repair bench with absolutely nothing addressed. The 3rd attempt, they shipped it to an address out of state. Fortunately, each attempt was met with "Customer or Business not available."

On the 4th and final attempt to get this thing repaired, including calls to Corporate, who now no longer handles anything customer-related, they agreed to replace the product. Apparently, "the buck stops" at the Case Manager's Department whose decisions are final. I've also learned the hard way about their version of customer service. "The needs of the customer are addressed and handled within HP's Policies & Procedures at all cost." Very cryptic, if you ask me. Translated, HP's Policies & Procedures will be observed, even if it horribly places the customer in a bind.

After nearly a month and a half, I finally received a replacement. This unit was not acceptable as it had a noisy fan. The fan made a terrible clattering noise which would lead one with a trained ear to believe the fan was either about to fail or the bearings were falling out of the housing. Being resourceful, my first inclination was to tighten the chassis screws. In doing so, I found not just a couple screws loose, but ALL of them. This usually means it is a refurbished machine. Tightening the screws did not resolve the issue.

I then contacted a colleague who runs his own computer repair business and discussed the matter. He concurred with my theory that it was indeed a refurbished unit. I then called my Case Manager at HP who became very angry with me when I suggested the unit was refurbished. He said that he needed to discuss this with his superior to see how to handle the situation now but insisted vehemently that it was not a refurbished unit. The CM promised a resolution before the close of business that day and a return call before the evening. As expected, no phone call. No phone call the next day, either. I had to call HIM back. He said they wanted PICTURES of the unit. PICTURES?!?! There is NOTHING to take pictures of! There is no external damage. He clarified with saying they wanted pictures of the loose screws. This was outrageous. I needed a working machine, which was promised to me several times in the past month and they wanted me to play photographer. Not acceptable, so I called Corporate.

This is where I learned the “buck stops” with the Case Manager’s Dept. but was offered a “Second Opinion.” This is where they refer the case to another CM for their input. Yet another delay.

Let me back up a bit. I was first promised this replacement well before Christmas. In fact, the events went thusly: I was first promised a replacement by the 13th of December, then when the 13th arrived, I was given a “window” of Wednesday, the 15th to Friday the 17th. Then he promised me “sometime the week after Christmas.” I was patient and agreeable, and told him that as long as I received it before the 3rd of January, that would be fine. They could not even deliver before then. In fact, I FINALLY received it on the 27th of January.

This is completely unacceptable. There comes a time when policies & procedures need to be set aside in the interest of Customer Service. Apparently, HP feels it’s policies & procedures are more important than the customer. In fact, through all of this, they feel they handled this situation “appropriately.”

I guess the days of HP being customer motivated & oriented are gone. They have lost a long-time customer and I encourage anyone with electronic needs to go with another manufacturer. Over the years, their quality of merchandise has also suffered greatly.

Also, I seriously doubt anyone in support (Case Managers, techs, ect.) speaks English as a first language. These people are difficult to understand, at the very least. HP needs to hire QUALIFIED staff that care and SPEAK ENGLISH!

UPDATE 2/19/2011: HP finally sent a working replacement. A flimsy POS but working. Also, in response to my letter to the CEO Leo Apotheker, I recieved a phone call from another Case Manager (go figure, huh?) "inviting" me to call back should I have any further issues.

Magic Jack: Magic CRAP!

Magic Jack is first and foremost a resource hog! It installs itself in many places inside your machine as a hard drive, CD/DVD device, Audio device, USB device. It will also create several registry entries to completely embed itself in your machine. This device in essence, assimilates your computer. Causing severe boot time lag, logon lag and, in many cases, performance lags and freezes! You pay $19.95/yr after an initial $39.95 startup. QOS (Quality of Service) is largely not guaranteed and their technical support lacks severely.  If it's too good to be true, it usually is. And trust me; this IS too good to be true.

Quality of calls are unsatisfactory at best. Many calls experience “dropouts” and static (not my phones nor computers –different phones were tried as well as cords and connections). Not to mention that the computers comes to a grinding halt when the device is updating itself. It can take up to 10 minutes while the GUI says, “Just a moment of patience for a lifetime of free calls…” That moment turns into several minutes, like I said. Faxing is impossible with this device as well. Not that I fax often but do have the occasional fax to send. Getting tech support, or any support, for that matter, takes nearly an act of Congress! There is only one method of contact with these people and that's via Internet Chat. Once you are in a chat room, after explaining your issue, the typical answer is usually pointing out something about your computer. Not unusual, for many service providers. However, these people are relentless! They will go to great lengths to protect the reputation of their product, including and beyond telling you that your computer needs to either be replaced or requires major repair! Suffice it to say that support is really next to impossible because they ignore all the facts. Even trying the unit on another machine with the same results makes no difference to them. Fault is always directed to “your computer.”

Cancellation is an absolute nightmare. They keep your credit card information even if you instruct them otherwise. However, they will admit that you requested non-auto renew at the time of original setup. Beware, they will charge your cc when you request cancellation. They then accuse you of actually initiating the transaction yourself. They said that I had to logon with an E-mail address I have NEVER heard of (now they are making up information as they go along). Getting your money back is an entirely different ordeal all together. Not only do they require you to verify all given info, they then instruct you to provide your bank’s fax #. This is information not readily accessible to the general public. But in order to complete the transaction, this information seems to be crucial. After arduously searching for the information they request, you are then given a ticket #, assurances that this will be processed within 2 hours and a promise of a follow-up E-mail. None of this happens. No confirmation E-mail, no refund, and when you call to follow up yourself, you are then informed that a REPLACEMENT will be shipped to your location. No where was replacement ever mentioned.

Removal is a nightmare as well! Once you remove Magic Jack, it still leaves behind “footprints,” like many other programs do but this one is an exception to the amount left! You are then stuck with the decision to either run Factory Restore or go through your computer with a “fine-tooth comb.” Registry entries, folders and files buried deeply inside your system and, most destructive, the service is still running! The consumer is basically left with this along with a fraudulent charge on their card.

Fact is, why would I be interested in renewal with all the issues I’ve encountered? That just makes no sense. They cannot be trusted with financial information, even once.  They cannot support their product (inexperienced techs at best).  And, last but not least, they make up any story under the sun to keep you paying them.  It is a fraud.  Bottom line, Magic Jack is not a safe bet. Tell your friends to stay away from Magic Jack.

HP: Inexcusable Customer Service

This is not written in my usual “prose,” so please forgive the rawness of this entry.

In my many, many years as an HP customer, I have never received such inexcusable treatment! I am completely astounded by the stupidity and complete lack of customer service. Over the years, I have had my share of issues but they are usually resolved properly. I have purchased many, many products from HP from networking systems, commercial printers, personal computers, laptops and All-In-One printers and other equipment for personal use. I've recommended HP to my customers and others. Those days have come to an end.

Here's why: For the past 3 months, I have been going round and round with these fools over a myriad of issues with my pc. After two repair depot servicings, in which nothing was fixed, despite my pains-takingly completing their repair form. One would think (hope, actually) that if an Executive Case Manager was involved, issues would be taken care of appropriately. Not the case here. Instead, after a month of the CM not returning messages, my machine crashed... I mean crash and burned! So, I am forced to send it in yet a second time. One would hope that the second time they would get it right. One's hope would be misplaced in this situation. Not only was the unit not repaired, despite enclosing a copy of the original repair form, it was sent to the wrong address in a DIFFERENT STATE! Let me back up a bit. This is the 3rd CM involved, who did not even bother to confirm the shipping address. The 2nd dropped the ball, much like the first one. However, the 2nd one decided to break a promise... to make several attempts to contact me within 3 days. She made only 1 attempt.

As if this wasn't bad enough, after I wrote an extensive letter to the President & CEO, Mark Hurd, I received a phone call from yet another CM. She had the unmitigated gall to ask if I would be willing to send my unit back to them a 3rd time. This is not only laughable, but an insult to my intelligence. WHY would I want to even consider trusting them after such blunders? I have no way of believing they would even send it back to the correct address... heck, for all I know, they'd try sending it to S. Claus, North Pole, let alone even fix it. Apparently, my extended warranty is worthless.

It's a real shame. Since Carly Fiorina stepped down, HP has changed in a very, very negative way. I just don't care anymore. HP has lost a long-time, loyal customer and any credibility. Unfortunately, HP is so big, they probably couldn't care less. One customer. Well, this one customer is going to discourage anyone he can from buying HP. I will not recommend HP.

Why Everyone Should Own A Golden Retriever

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Veterinary Orthopedic Manipulation (VOM)

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Where Has The Time Gone????

2007.... 2008... 2009... holy SHIT! It's 2010! Yeah, I've been out of touch on this site. Sorry about that. I'm sure I've lost a lot of fans but, it is what it is! Anyway, I'm going to change things up a bit!! Watch for essays I've written regarding dog psychology. New kick? Call it what you will, but I've abandoned the I.T. gig and now going to school to study Veterinary Medicine. Since I've always loved animals, I thought I might as well do what I really love, and that's care for dogs.

So, I will try to keep things updated here. Check back often!