The High Cost of Screwups
An aggrieved eWeek reader wants to know why hardware vendors waste their moneynot to mention their customers' timeby merely going through the motions of trying to solve a product problem.An aggrieved eWeek reader wants to know why hardware vendors waste their moneynot to mention their customers timeby merely going through the motions of trying to solve a product problem. "I sent in an e-mail request for a fix to a printer driver last week," his e-mail began. "The first three solutions Ive rejected, since the first one gives up a feature that I need to get the job done, and the next two Id already tried before contacting them. This morning I get the same e-mail that has been getting longer and longer as they dont solve my problem. Once again it includes the same first solution, the one that I rejected over a week ago, which is still on the bottom of the e-mail." Even if he never gets a bill, he wont consider this "free" support. His time is too valuable to waste.
I had a similar experience when I tried to track down an optional video cable for my new laptop. The cable was pictured in the manual, but the options list failed to provide a part numbernor could I locate the item on the manufacturers Web site, despite several searches. When I sent the manufacturers support desk an e-mail, noting that I had searched the companys site, the replyyou guessed itconsisted of a referral to that site. It took several more e-mail messages to achieve what a decent search engine could have donefreein seconds.