Wednesday, March 22, 2006

Customer Service

Bad Customer Service
I have a Zyxel wireless network card. Yes, it was the cheapest one they had at CompUSA, and you get what you pay for, but their customer service just plain sucks. I moved the network card to a different computer recently and when Windows prompted for the driver, I realized I had lost the CD that came with the card. So I hit their website to find the driver. Went to Support, Downloads, entered my model number and was presented with a list of files I could download. Sure enough, there was the driver. Click the link and receive an error that the file or directory doesn't exist. So I click on Contact us and send a message asking where I can find the driver. I got an automated response that my question would be forwarded to the correct person. That was 5 days ago and I've received no response at all.

I checked this morning and the link is still dead. I noticed that the link was just a plain ftp link, so I hit the top level directory of the ftp site and tried to see if maybe there was just a typo in the link. Nope, the directory for my model number doesn't exist. My model number is G-302, and there was a G-302_v2 directory, so I downloaded that driver. I haven't tested it yet, but even if it works, this is not how customer service is supposed to work.

Good Customer Service

I rented a U-Haul truck when I moved earlier this month. When I picked up the truck, I wrote down the mileage that was on the odometer and did the same when I returned it. When the charge went through my bank account, it was about $32 higher than it should have been. I pulled out the original agreement to get the phone number and noticed the starting mileage on there did not match what I had written down. It was about 50 miles lower than what I had written down. At $0.59 a mile, there was the extra $32. I called the local U-Haul number and told the guy what had happened. He didn't question me, he didn't make me explain numerous times, he didn't argue and say that I had signed the agreement with the mileage (they make you sign it before you get the truck, so how are you supposed to know how many miles are on it?). He simply apologized and said "I'm putting a $35 credit on your card, it may take 2 or 3 days before it goes through." U-Haul just got a repeat customer.

No comments: