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Get a call and they are talking to someone else when you answer

I really hate it when people call me and they are talking to someone else when I answer the phone. I pickup the phone and I hear them talking to whoever about whatever when they should be paying attention to who they called. This is just being discourteous. I basically give it about 2 seconds then I hang up. If they feel it is important to talk to one of us at the store they can call back. How do you handle this?

Customer falls on computer and wants warranty

A customer came in with a computer that was crushed. The customer fell down with the computer in his hands and he landed on the computer. We just rebuilt the computer 2 weeks before. He requested that we look at it and see what we could do. So we check it in and diagnose the computer. The case is destroyed and the motherboard is damaged. The customer is expecting warranty repair on the system because hd told me as much. I told him that we would look at the computer and see what the problems are. He is a very good customer that we have been doing business with for along time. My choices are call him and tell him all of the problems with the pc and make him pay for everything and lose him as a customer or take care of the motherboard under warranty and charge him for the labor and the case and keep him as a customer. I will be going with option 2, but what would you do? Better to break even on it and keep him as a customer than to lose any future business.

Customer wants to claim computer equipment after 9 months

A customer actually came in the store and tried to claim their equipment that they left with us 9 months ago for service. We looked back at the notes and we had called them every month for 3 months straight. They never called us back. We left numerous messages. Our policy which is on the wall and is also on our service tickets states that equipment left with us gets donated or recycled after 30 days. We didn’t discard the equipment until the 4th month just to be sure. The laptop which the customer left was 7 years old and it would have cost more to repair than it was worth. We were very nice about it and told them that the equipment had been discarded according to our policies. The customer then became extremely angry and used a few choice words. We just kept repeating what the policy states and that we tried to contact them. We finally had to ask them to leave because they were becoming verbally abusive. I personally wouldn’t even consider getting my equipment back after that period of time. What do you think?

Husbands and Wives don’t communicate

A customer calls and asks about the status on his computer repair. We tell him what the computer needs and we discuss all of his options. He asks a bunch of questions. 5 minutes later his wife calls for status. She doesn’t know that her husband called and she proceeds to ask a bunch of questions which are basically the same questions her husband asked. Obviously husbands and wives don’t communicate.

Getting a Price from HP is almost impossible

I called HP yesterday to get a price on a Netbook with Windows XP Pro. I had to call because they don’t have Netbooks on their website with Windows XP Pro installed.

The conversation went like this,
HP: How can I help you?
Me: I would like to get a price on a netbook with Windows XP Pro.
HP: What is your first and last name.
Me: I gave them my name.
HP: What is your address?
Me: I gave them my address.
Me: Can I get a price on a netbook with Windows XP Pro?
HP: Is this for personal use or resale?
Me: It is for resale.
HP: I am sorry sir you will have to dial this number for our resales division.
Me: Can’t I just get a retail price for a netbook with Windows XP Pro?
HP: Sir, you will have to contact them for pricing.

So then I proceed to call the other number they provided and I basically go through the same thing again, only to find out that I would need to be signed up to be a reseller to get pricing. I couldn’t even get retail pricing. They gave me some sku numbers and I tried using them on the website to look up pricing, but the person on the phone said those skus would only work through the phone call to get pricing. I then proceeded to tell him that I had just been on the phone with 2 divisions and that I couldn’t even get a retail price for a Netbook with Windows XP Pro and that I would be going elsewhere to buy a Netbook and I would put Windows XP Pro on it myself. He apologized, paused and hung up.

I can’t believe that they won’t even give you a price without your life history. If it was on the website I wouldn’t have bothered with them. They could have saved a phone call. Has this ever happened to you?