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Thank you for visiting my blog. I am a Cofounder & Technical Advisor here at the BeyeNETWORK. Having covered the business intelligence and data warehousing industry for more than 15 years, I'm looking forward to a more interactive form of communication with all of you. Please share your comments and thoughts!

 

 

In the business intelligence space, we talk a lot about companies who drive or lead their sector with innovative BI implementations or CRM systems, etc. But sometimes I can't help but wonder if success just boils down to good old fashioned customer service. I recently had an office PC stop working. We dropped it off at CompUSA's service department and explained the symptoms. You might think I'd have a head start on these matters being that I am a geek and can explain things in geek terms. That wouldn't be true in this case. We waited several days for the diagnosis and were told the heat sink had come loose allowing heat to build up thus causing the problems. Yea! Problem solved.

Except that the machine was still not functioning correctly. So back to CompUSA we go for another round of testing. After being without the machine for a few more days, we were contacted and told to pick up our machine because after "resetting the BIOS" all was well. Yippee!!

Except that the machine was still not functioning correctly. So back to CompUSA we go for round 3 of testing. Once again after several days at the shop,I was contacted and told the problem was my motherboard and it may need to be replaced so please contact us to discuss the options for getting it fixed.

This is where CompUSA really starts to shine!! I called the number provided and after 20 -30 rings without an answer, I called the store and after 20 - 30 rings I tried again, and again. The next day I tried the service department number and after 20 - 30 rings I called the store and after 20 -30 rings I got a manager who asked how he could help.....Thank God! Finally someone in charge who could help. According to the manager, the store staff was very busy and his only technician was just too busy to help customers by phone so he suggested I come down to the store for help. Are you kidding me? How poorly must that store be staffed that they require customers to get into their cars and drive to the store to get help? The manager finally agreed that this course of action might not be his best idea customer service wise. He assured me the technician would contact me by phone later in the day. Yahoo! Finally things are going my way!

But.......no call that day or the next or the next? So I started all over again today. (please re-read the paragraph above for details....no really, I'm not kidding it was deja vu all over again)

Ok, so I'll stop here except to say that I tried to contact the corporate office with my concerns and was unable to find the customer service information on the site. After a bit more research, I did locate the 800-COMPUSA number and after working my way through layers of call center software, I was finally told just how important I am to CompUSA. "All of our operators are busy serving customers. Your call is important, so please hold the line."

So, the question I asked up front is this: Is Best Buy the leader in the retail/electronics space because of the great BI they have installed or is it because Brad Anderson the Vice Chairman and CEO is a customer service fanatic? I've met Brad a couple times and I would venture a guess that customer service drives his business as much as business intelligence drives his customer service.

Wow I feel better!! Just in case you need to reach CompUSA call 800-COMPUSA, press 3 for customer service, press 3 for corporate customer service and please hold for the next available representative........

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Posted June 19, 2006 11:37 AM
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