Quote: It is a shame that a company that claims to be there for their products cuts costs in an area that is so important to the consumer...... unfortunatley to save money big companies sorce out there work to places that may not be trained well.... and some cases the call center people might not even had a chance to even look at the product in question, because of their poor finacial background.
It think keeping someone happy after the fact is as important as the sale....
just my opinion.
I'm the CS manager for a chain of 22 stores plus website (non-photo).). It's not as easy as it is made out to be..
1. Service is important but it does not directly generate income, so the budget will always go to marketing and sales.
2. Very difficult to find knowledgable, technically oriented people who will work for $8 per hour.
3. We have perhaps 200 proprietary products (though we carry thousands in all). There is no way we are going to know the ins and outs of every one. We often refer to the manuals that we keep on file for that purpose. In some cases we have to ask our product manager, and in a few instances we contact the factory overseas. If you ask something like "what are the specs for the diode in a battery charger" - we will have no idea - we don't have schematics. In some cases there are typographical errors that confuse even us. Or. there is just no info, period.
And in many cases the consumer has trouble even communicating the (perceived) problem. "The little thing don't touch the big thing, and when I push it it won't go. I used new batteries in the controller." - without even specifiying the product or using the part names that are available in the manual, or reading the manual, or reading the FAQ or forum.