How Not Do To Business

My wife’s laptop suddenly stopped working last night. The theory I’m operating on is that the AC adapter has burned out. I called the manufacturer this morning and they referred me to a local company that they use for servicing.

The following is an (unfortunately all too typical) example of lousy customer service. I’m not sure how this “service” company stays in business.

I tried calling them this morning. Got their voicemail. Wandered from box to box for 15 minutes before getting somebody who had no interest in talking to me. I had to ask him whether I should come by. They wouldn’t commit. I decided to try anyway.

I drive to their shop, and there is nobody at the counter. Some guy with long hair walks out of the washroom, looks at me like I’m a martian, and then walks away back into the warehouse without saying anything.

There’s a bell on the counter with a note that says “please ring for service”.

I bang on the bell a few times, and eventually a manager comes out of their office.

Me: I have a laptop that needs servicing. Toshiba told me to come here.

Manager: “Sorry the technician is out”.

Me: Well what am I supposed to do?

Manager: “I don’t know.”

Me: Should I come back later?

Manager: “I don’t know.”

Me: Well I’d like to get my laptop looked at…

Manager:  “I don’t know, why don’t you leave the laptop here?”.

Uh…so that you can lose it?

Me (stalling): “Well its probably the AC adapter”

Manager: “We would have to order that in, we don’t stock those”

Me: “Well somebody should probably look at it first, just in case it is something else”

Manager: “Well you could come by later and see if the technician is in”

Me: “You don’t know if they will be in?”

Manager: “No”

(Note: it is about two hours before they close, and I reside half an hour away from them)

I leave. Try calling again later. Finally get through the voicemail to the tech support extension. Nobody picks up, and the voicemail is full. I dial zero. Finally get somebody (they don’t identify themselves).

Me: “I’m trying to get through to the tech support people and nobody is picking up, and their voicemail is full…”

Somebody: “Oh. Well they’re there. I’ll go and make sure that they pick up. Hang on.”

On hold. Five minutes pass.

Somebody (I assume a technician) picks up. Their English is heavily accented. I don’t hold that against them. They don’t sound like they want to be talking to anyone. I do hold that against them.

Me: “I was here earlier today and the technician was out. I need to get a laptop looked at.”

Technician: “Oh.”

Me: “Well how should I go about this?”

Technician: “I don’t know”

Me: “Do I bring it in tomorrow?”

Technician: “I don’t know”

Me: “Well will somebody be in?”

Technician: “I don’t know”

Me: “So how do I get the laptop serviced?”

Technician: “I don’t know. Maybe bring it in?”

Me: “Is there a standard way that you work? How do I go about getting a laptop serviced?”

Technician: “I don’t know. Bye.”

They hang up.

I’m not sure whether these people actually want the business of servicing the laptop or not. I’m not sure whether they even service laptops. I don’t know how to go about getting their service or their attention. I don’t know how to get in touch with anyone there. I don’t know what their standard procedure is. I truly don’t know how they stay in business.

7 responses on “How Not Do To Business

  1. sol

    So I assume you’ve spoken to the Toshiba rep about the wonderful service you received from their recommended tech shop.

    What was the name of this place, so the rest of us will know to avoid it?

  2. sol

    Hey I had a thought, maybe they’re not really a tech shop but they’re a money laundering joint. I remember a pizza place that we were pretty sure existed only for money laundering: when you went in, they had 3 (very stale looking) slices on their rotating slice warmer, and when you actually ordered pizza, they looked very irate and frustrated.

  3. Elie

    Wow… now I have yet another reason not to buy Toshiba. Say what you will about Dell, at least I’ve never had an issue with their customer service. Are you sure you got the correct company from Toshiba?

    1. admin Post author

      The laptop itself has been great. Their customer service themselves were ok too. The issue is that most laptop manufacturers use third-party servicing companies, for a variety of (mostly sensible) reasons.

  4. daver

    Next time, tape record your phone and in-person conversations with these dolts. Then send the recordings to the laptop manufacturer.

  5. Elie

    Wow… now I have yet another reason not to buy Toshiba. Say what you will about Dell, at least I've never had an issue with their customer service. Are you sure you got the correct company from Toshiba?