Not all customer service is good…

So I was at the printer yesterday to have a few signs for the fireworks stands made. (Yes, I do a bit of everything… this year we have 3 stands) I went into the local print shop that can do large format printing, and walked up to the counter. Now the normal person I work with I have a great raport with, and I have no problems. Well there was someone who obviously didn't work with people that often who was working the counter. I walked up and started talking about what I needed. Normally I'll write down the file names, and what I needed done, but I had to work and was running late and didn't do so, so I was trying to describe it as best I could. 

Needless to say, she made me feel like I had no idea what I was doing and that I had never walked into a place like that before. On the contrary. I do layout and design for a living. I've worked with bigger companies than them – I worked in a print shop in high school. I live for the smell

I ended up thanking her for her time, and told her I would take my business elsewhere, took my CD and left. I have a friend with a plotter who could do the work for me, but I don't like asking those kinda favors (though it should be ok, since I host him for almost nothing).

Well, I forgot that I had sent a file earlier that day via their website, and got a call from my regular person asking about the job, and I proceeded to tell her what happened, and that while I'm sure that I'll continue to use them in the future, they had lost today's business for sure.  

While I was at work at my other job, I had gotten a voicemail from the company. Turned out it was the person at the counter at the time – and they apologized.  Totally out of left field. It was actually kinda nice. Granted, they still won't get this job, but hey, at least I won't be totally against using them in the future.

RMAs and Customer Service

So sometime yesterday morning we had a short loss of power. Nomally everything is fine, but not this time around. Our 80-hour TiVo was a casualty. Which is odd, because it is the newer of the two units we have…barely over a year old. So I called TiVo, which referred me to Humax's Customer Relations department. Now I know they are a global company, and unfortunately, I automatically assumed I'd get someone holed up in an Indian call center, wasting their education away trying to help some backwood yocal try and get their Recordin' box to play some wraslin'…

I had NO hold time, and got straight through to Youlanda. I explained what was going on, that I had already unplugged the unit, let it sit for a few minutes and plugged it back in and that it was 'locked up'. She said "well, that was what I would have told you to do, so lets just go ahead and get a replacement unit out to you" and explained our options to me. I decided just to send the unit in first, rather than an advance replacement (since it would take the same amount of time to get this done by the time I got a call tag). Youlanda was very polite, understanding, and  suprisingly empathetic. She didn't talk down to me, she talked to me. She even gave me her extension and when she worked, so that if I needed anything she would be able to help. She took ownership of my problem, and wanted to take care of it through all of the steps.

 Now, I've been working for a company as a Customer Relations Associate. Meaning I've had to handle customer service issues – sometimes people wouldn't note accounts or things were just SO messed up it wasn't funny… but those things happen, and I was honestly suprised to hear another company who made sure everything was taken care of when something went wrong. So Kudos to you, Humax…I'll definately be getting my future TiVos from you. Now just to fix TiVo and their retarded pricing structure.

Ch-Ch-Ch-Changes

So today is my 29th birthday. I've been miserable the last few weeks. Not really anyone's fault in particular, but man, I just can't seem to get out of this funk.

Now don't get me wrong, I have plenty to be thankful for. Good friends, both online (like Eric and Justin), real life (Candi, Aly, Ken, and my cohorts at the Bookstore), and a combination of the two (Erica and Sam). I was also offered a fantastic full time job from my current part-time employer (who shall remain nameless to protect said offer). It does require a commute, but IMHO, it is worth the drive and getting up at a "decent hour" will do me some good. (Note: This is not the same promotion that I was referring to in this post. I got that promotion and raise, and a great comment from a co-worker at the end of training… "Jim, I wouldn't have made it through this without you". So this means I have been given 2 promotions in the 8 months I've worked there.)

But I haven't said yes to the job yet. I've been used to being my own boss for 5 years now. I'm sure I probably will say yes, because it will be good for everyone around me. I'm tired of worrying about making sure things are covered and taken care of.

So I have my small handful of friends, what could be considered a good start on a career but I'm still not happy. I honestly have no idea what to do.

What about family, you might ask? Well, last I heard, my sisters and their kids got gifts from my parents, my grandmother got a fantastic bouquet of flowers for mothers day, and what did I get? Nothing. No phone call, no card, nothing. As a matter of fact, my parents decided it was ok to open a DirecTV account in my name and not pay the bill. The only way I can get the mar off my credit report is to turn my parents in for Theft of Services and identity theft.

So a few of my friends are going to take me out, and hopefully I can forget my woes and enjoy myself, just for one night.

Happy friggin birthday.