So when did customer service get tossed out the door?

So I just got myself another laptop. Mind you, I avoid buying new laptops since in all reality I don't use my laptop more than a few times a month maybe. But my IBM Thinkpad 600e was a bit on the slow side (P2-450) and if you jostled it would start this annoying beep (usually the sign you need a new system board). So I figured it was time to upgrade my laptop to a new IBM thinkpad.

I like thinkpads because they were the first computers I ever worked with and this would be the 3rd Thinkpad I've owned. Usually I buy from one of those off-lease companies that sell laptops that were previously used by some corporation and are now being sold to the public. So my laptop is probably about 2-3 years old.

I got the laptop (which was an adventure in itself - the ebay store I got it from screwed up a few times but bent over backwards to fix what went wrong - great customer service there) and it was a great price, had Win2000 already installed but only 64kb of Ram. Just not enough for my needs. So I went to CompUSA because that's the only computer store in the area that has the best selection of memory since my laptop probably needed an older type.

So I take along my laptop and start browsing in the store. It's been about 3-4 years since I last bought memory from their place so I was a little lost trying to find it although I was in the right general reason. Some floor person comes to help me, even has a nametag that says "Product Section Expert" on his name tag. And I tell him - I need about 256KB memory for my T20 IBM Thinkpad.

Well, does this guy help me? I'm thinking he saw that I was a girl and perhaps the blonde hair helped but he starts this sales pitch to try and get me to buy a new laptop. Asks me questions like "What are you planning to do with your laptop" and "Why would you waste money on an old model like that". I kept trying to tell this guy that I knew what I was doing, my laptop was in excellent condition and just show me the memory section I'll pick the product out myself. But he just refused to listen and kept treating my laptop like it was junk not worthy of existence in this universe.

I was just absolutely flabbergasted and when I kept asking this asshole for his manager, he kept finding ways of stalling. After the third place he looked I made sure (in my loudest non-shouting voice) that he was not a product expert and it was not appreciated that he was trying to upsell me into product I didn't need.

To be honest, this is the 2nd time in 2 weeks I've gone to a store where I've gotten horrible service (the other time the gal at Vitamin Shoppe kept trying to get me to buy products that I was not looking for and again - never once listened to what I was looking to buy). I just don't get it - is customer service dead? I should have been an easy sale in CompUSA - check my model out of my laptop to make sure I get the right memory (usually I do this myself but I just didn't think of it before I left for the store).

I didn't find the memory needed at the other computer stores; however, I took a chance with the memory on an old Sony laptop that was not working and it was the right memory and the problem is solved for now. (The Sony laptop was dropped so who knows how well this memory will work). I sent a nasty letter to CompUSA and told them how I did end up going to Best Buy and even though they didn't have the memory, I had purchased about $200 worth of other computer equipment for both my laptop and home computer while I was there.

I think that's one of the root causes.

Hell, I would have taken that. The guy wasn't a manager either but he wore a more business casual outfit and I guess because he had the "Product Service Specialist" nametag (it was CompUSA) he could wear street clothes.

I'm guessing he was a computer sales person and was trying to convert me.

At Microcenter, they're like vultures.

then they need to do the job they agreed upon.

What about his wants? He wants your money, and you treat him like that. GOSH!

I get all of my computer parts by mail order. It's just less hassle, especially with something like memory which fits in a jiffy bag and therefore can fit through/in your letterbox. I recommend it.

Bulkier items I just get mailed to me at work. :)

but I wanted to get this computer up and running right away.

The Sony memory chip seems to be working fine (There were 2 in the laptop and the other didn't work. Mind you the Sony laptop is dead because I dropped it :cry: .

Best Buy. I refuse to buy things there now, just for this reason. I think older laptops are fine -- I don't really care about burning DVDs on my laptop, so what do I need all the bells and whistles for? There are reasons to buy new, fancy laptops and reasons to have older ones. It depends on how a person is going to use it and since you're the person who will be using it, you know what you're doing. That sales guy needed to respect that. I don't blame them for trying, but then BACK OFF. Ugh.

I currently am attempting to save my Thinkpad 600. I'm trying to squeeze another year out of it.

I mean, they messed up with the order but bent over backwards to fix it - which is damn impressive in my book.

BTW - order mess-ups - one was kinda my thing which is shipping the product. I live in an apartment and need stuff sent with signature required. The ebay store fixed the shipping order and added in required signature but the product was delivered without. Fortunately though it was dropped off at my apartment office so it was fine. The other goof was they forgot the DVD combo but rushed it out overnight delivery at no additional cost.

I am okay with things like that if they work to fix it, which it sounds like they did. At the moment, the repair does not seem to be going very well. :cry:

That's when gas stations went self-service. Something died in the world when the Super Chief became the Pump'n'Munch.

:eyes:

ANd I still drive over to NJ to get my gas. It's 20cents cheaper and they pump for you

Didn't you ger the memo: customer service will only be available when tips and commission sales are part of the interaction.

and in the future we will be looking for wireless hotels where we can stay!

:hi:

I know you'll enjoy your new laptop and the freedom of being wireless. :thumbsup:

so I brokedown and bought a wireless router for my home.

I read DU's top 10 last night in my jammies in bed!

www.crucial.com

They've got a great search tool to find what works for your make and model and free FedEx shipping which I think the longest I've ever had to wait was 3 days from time placing the order to it being at my door. I used to build custom computers for work and friends and made about 40 - 50 purchases through them with no problems at all.
Also, one time I had a chip go bad after two years and they replaced it free, no questions asked except what was the original order number.

other than that it was a great price!

That would have froze him in his tracks.

Have you taken time to consider that the blonde hair may cause you to be viewed as an "easy mark" just thought I would throw that out there. :eveilgrin:

Seriously Lynn I think the problem is with communicating. Some people don't actually talk much to actual people and when they do they only talk about very specific fields of interest. This guy is probably one of those people. Also the manager might have just hired a bunch of his pals which probably means they are doing some illegal shit in the backroom so next time you go in there just mention something about the FBI and see how that affects things.

Perhaps because I was blonde and female that obviously I had no clue about computers.

And there will be no "Next Time" because not only will I not patronize that place again, I'll also make sure that my friends know not to patron that place either.

Oh, there's been some recent backlash, in which these companies pretend to be surprised to discover that it's more expensive to get new customers than to keep old ones. Most old customers, that is. The usual mission statements involve reducing customer churn to some acceptable (read profitable) level.