Once my laptop returned from tech support hell, I went about dismantling it in order to install my new refurbished motherboard (this laptop’s 3rd different motherboard in under 3 weeks). Motherboard replacement surgery is tedious and time consuming. There are countless tiny screws to deal with and many fragile components that must be delicately taken apart. It does get easier with repetition, and this time when I put everything back together, my laptop powered right up.

I didn’t notice anything wrong until the following morning when my onboard ethernet failed to stay connected at work (3 different patch cables and opposite ports told the same story). The concept that I was going to have to install yet another motherboard over this bullshit was starting to sink in. I emailed Jessica (the only reason I got this motherboard) with the latest developments…she replied back with a quote for a new computer which puzzled me…was this a free computer covered by the warranty or her way of telling me it was over and I needed to move on? I emailed her back and told her I was either very pissed or very pleased depending on the answer to the previous question…and before long she phoned me to say how hurt she was that I would even suggest that she might brush me off and that yes, the new laptop was on them.

Just when I think you couldn’t possibly be any dumber, you go and do something like this…and totally redeem yourself!

I explained that my skepticism was based on the sorry state of customer service in general, and we exchanged pleasantries and that was that. There really are people out there providing quality customer service…it’s just that all too often there are many layers of outsourced bureaucracy preventing the masses from reaching them.

This entry was posted on Monday, October 15th, 2007 at 9:46 pm and is filed under Random Thoughts. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.