• Get involved.
    We want your input!
    Apply for Membership and join the conversations about everything related to broadcasting.

    After we receive your registration, a moderator will review it. After your registration is approved, you will be permitted to post.
    If you use a disposable or false email address, your registration will be rejected.

    After your membership is approved, please take a minute to tell us a little bit about yourself.
    https://www.radiodiscussions.com/forums/introduce-yourself.1088/

    Thanks in advance and have fun!
    RadioDiscussions Administrators

Broadcast Tools

C

ChiefEngineer

Was the "Customer Service" Rep having a bad day?

Called BT to ask why I couldn't get serial communications with a computer in Hyperterminal. Rep wouldn't even talk to me unless I purchased one of their cables to connect to the computer.

This didn't make much sense as I had a working cable.

Got the idea that the Rep didn't think much of customers in General. 30 seconds or less on the phone and no answer to my questions.

Is this typical?
 
I know someone that had a simular experience a couple of days earlier. They asked the CSR to attempt to login to the device and they responded with "that's your job".
 
The tech guy, I think his name's Don if my CRS isn't acting up, is also the owner. Not the most cordial guy I ever dealt with, but sure makes reasonably priced stuff!
 
Reasonably priced or not, I was going to purchase some BT gear for a station - I think I've decided to find another vendor for what I need.

Price is one thing, support is another. If the guy is a snot on the phone it doesn't say much for how the customer is valued!
 
An example of GOOD support is Inovonics. We borrowed another station's spare Inovonics processor last year for a few days to make a seamless transition between transmitter sites. The fuse socket (not even their part) was cracked or broken (not their fault). I called asking how to buy a new fuse holder for the unit that was several years old. They took down our call letters and address and overnighted a new fuse holder to us, at no cost to us.
 
callfm said:
An example of GOOD support is Inovonics. We borrowed another station's spare Inovonics processor last year for a few days to make a seamless transition between transmitter sites. The fuse socket (not even their part) was cracked or broken (not their fault). I called asking how to buy a new fuse holder for the unit that was several years old. They took down our call letters and address and overnighted a new fuse holder to us, at no cost to us.
Click to expand...

I've heard similar good things about Inovonics as well. An assistant chief was working on a piece of their older gear and they sent him a needed part without charge after consulting with the factory support tech - a simple part that the guy could have probably dug up locally if he had to. Good customer support will make them a standout when looking to buy gear in the future.
 
Lemme ask this of y'all..

Why do equipment manufacturers treat their customers like this? What do they think it'll get them??
 
Oh that brings to mind my terrible experience with Focusrite. I won't go into details but I got a bum piece from them and it took about a month and a half to get a replacement. I was lied to, treated rudely and ignored for the most part. On the other side of the coin, I in the meantime bought a Manley and have been treated GREAT! Manley is a family owned company and Focusrite is run by bean counters.
 
There's also the problem that some engineers, despite MAD skillz with hardware, have limited skills with PEOPLE.

Especially non-technical people.
 
Another good company is Nicom. We had some power output issues with our TX and the engineer that built it talked with me on the phone, trying to troubleshoot the issue and so forth. He eventually sent us a new TX at no cost. Very nice and helpful too. . .

-M
Radio Free Nashville
 
Status
This thread has been closed due to inactivity. You can create a new thread to discuss this topic.


Back
Top Bottom