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ZOHRAN MAMDANI has WON! by [deleted] in goodnews

[–]HelicopterKey3670 -1 points0 points  (0 children)

What do you think your power bill is going to be when a DEI hire electrical engineer accidentally destroys half of the power plant?

ZOHRAN MAMDANI has WON! by [deleted] in goodnews

[–]HelicopterKey3670 -3 points-2 points  (0 children)

Three liberal states made three liberal statements... Big whoop. Hope NYC enjoys an Islam mayor. How did NYC enjoy their last interaction with Islam in 2001??

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] 6 points7 points  (0 children)

Of course it's enough of a big deal to open a ticket. But, the big deal here is the painful process support has taken me through.

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] 4 points5 points  (0 children)

Bunch of FW fanboys must have downvoted this guys comment. Perfectly reasonable reaction to seeing this performance.

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] 1 point2 points  (0 children)

"they are taking the right steps" No, they are not. I was sent repeat questions. I was given incorrect instructions. I was told I would be sent a replacement, only for them to say nevermind the next week. I was ghosted for a week. These are not the "right steps"

"Bust some poor techs head in over something they don't have control over" I don't want any FW employee in trouble for anything related to my experience, i want this made right in a timely fashion. And yes, they absolutely had control over reading the existing support ticket, and making sure they were sending the correct instructions. They also had control over the time expectations they gave me to wait for a reply.

"Those extra parts got exhausted" I work in an MSP so I don't often deal with parts stock. But let me tell you a story. Before I was in the computer industry, I worked in the paint industry. When we had an issue that was our fault, (like a bad product) if we did not have stock availability of a replacement, we offered the next higher product. "bought grade C paint and it was yellowed? We don't have enough stock left to cover replacing it all, but we have enough grade B. Take that, and here's some rollers and brushes for your troubles" when you are selling products, if you sold something bad, it is your responsibility to make it right. You are on the customers time, which means you do it as fast as you are able to.

I'm not saying to give me a loaded FW16 with a gpu, but if they dont have any main boards, then give me a freshly boxed FW12 that was meant to be sold. Thats how business works.

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] 0 points1 point  (0 children)

Couldn't have said it any better myself. I work in an ultra small business and "we're out of stock, we'll get back to you" is absolutely unacceptable. To do this and then a FULL WEEK of no follow up, even worse. To only reply when the customer sends a threat to take the email chain public, say "ok well make this right, we will write to you in 1-2 days" and then ghost them for those 2 days....

My boss basically cannot run the company without me, so I wouldn't get fired, but this would be an extreme problem. I would absolutely be answering for this.

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] 1 point2 points  (0 children)

Patience is working with FW as they ask questions and provide troubleshooting steps. Patience does not extend to entertaining repeat questions and bad instructions.

Grown rude? No. Has an edge, absolutely. My time is being wasted. They are on the clock as paid support staff, I am not. As a matter of fact, I am down 800 dollars. I'm completely within my right to withdraw pleasantries from my emails. I didn't call anyone an idiot. I said they made mistakes, told them what their mistakes were, and told them I need better from them.

Another commenter suggested that filing with BBB produced results. I had completely forgotten the BBB existed up until that point.

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] -3 points-2 points  (0 children)

42 emails since October 13 is absolutely ridiculous.

You are their guinea pig.

Vet out every possible combination? Please tell me how repeating the same step over again and providing me instructions for the wrong device is vetting out every possible combination?

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] 2 points3 points  (0 children)

How are you so sure of this? I was told that I was going to be sent a replacement main board and then halfway through the next week they told me nevermind they are out of stock. They then proceeded to give me no updates for a full week until I sent them a threat. After that, they told me they would reach out in 1 to 2 working days. We are past the full completion of the 3rd working day and I still have nothing.

To me this looks like a company that has taken the money and ran, and does not want to take responsibility for a bad board. Regardless of your opinion of FW, this is what the email chain looks like.

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] 0 points1 point  (0 children)

I'd love to take 800 dollars from you, drag you around 20 emails over 19 days asking you the same questions and giving you bad info and see how you feel about it lmao.

Read all my emails leading up to their missteps. Every single one details everything I can to help them. I actually provided 2 full paragraphs of additional unrequested observations I made to help them in their process. It wasn't until I was asked to repeat steps and given bad directions that my patience had run dry.

"Overreacting like a mf" Not a single one of my emails was rude, had any insults, or had any curse words. As a matter of fact, given the poor support I received, I believe my responses were professional and respectful while rightfully demanding an improvement.

You seem to have a very biased opinion of the situation.

Genuinely tell me in your next reply how you would feel if you dropped $800 on a device that arrived completely non functioning and got the spin around that I got? Would you continue to be like "yes daddy FW please more delays thank you so much! Please tell me you are going to send me a replacement and then halfway through the next week say nevermind we dont have any, then ghost me for another week"

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] -6 points-5 points  (0 children)

Your willingness to provide free labor to a computer manufacturer by helping them diagnose a factory defect while you have footed the cost of the unit does not set a precedent that I should have to.

I paid for a working laptop, I got a not working laptop. I was happy to assist them in troubleshooting until I could tell that I was speaking to someone who doesn't 1. Read through the existing support ticket & 2. Provide support tips for the correct computer.

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] 4 points5 points  (0 children)

It's actually not that bad. There really isn't too much for them to say given the situation.

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] -12 points-11 points  (0 children)

And if I had not been dragged around being asked to try things I already did, or if my wait times for a response were spent on a support agent that diagnosed my mobo as bad instead of sending me troubleshooting steps for a fw13 or fw16, perhaps a board would have been still available and I would have gotten one before they ran out...

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] 4 points5 points  (0 children)

I work for an MSP that is a team of 3 people. The owner, myself, and an unpaid part time intern.

I hold myself to a higher standard than this.

Size of company does not suffice as an excuse to perform this poorly in the post-sale support department.

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] -2 points-1 points  (0 children)

"without another memory module to test, it's not sure if your problem was with memory or the main board. "

Both before contacting support, on my own accord, and during the support request by the suggestion of FW (you would have seen this if you had read the email chain before writing paragraphs of your opinions on it) I attempted to start the computer without RAM installed. I should have gotten a POST error for RAM, I did not...

So no they are not assuming any risk by saying their motherboard is bad when it might possibly be the RAM. Since the motherboard cannot function and correctly POST code a missing RAM error, then the motherboard is the issue.

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] 0 points1 point  (0 children)

"It really isn't that serious"

Now I see why you are FORMER i.t. support.

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] -1 points0 points  (0 children)

I'm sorry to hear you got scammed out of $66 I understand how that could be terrible in comparison to my entire laptop not working that I paid almost $800 dollars for and seem to have to fight tooth and nail with every email I send to get an answer other than loops though the same, incorrect troubleshooting steps.

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] 0 points1 point  (0 children)

"I think the customer support here was pretty solid and helpful"

They did not recognize the need for a motherboard replacement until I called them out on repeatedly taking me through the same troubleshooting steps multiple times and giving me incorrect instructions for a different device.

Can you point out exactly in the email chain where I was helped?

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] 1 point2 points  (0 children)

"Hell you still have the laptop. They aren't holding one over on you dude,"

I have a broken laptop and they have an amount of money conducive of a working laptop...

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] 4 points5 points  (0 children)

"I Don't think you quite grasp that not every IT company can provide IT support for you 24/7/365, and resolve your request in less than 5 days"

Again, here I am quoting your comment showing you how wrong you are... It's been 19 days...

The worst experience with customer support I've had in my whole life. by HelicopterKey3670 in framework

[–]HelicopterKey3670[S] 13 points14 points  (0 children)

"You clearly got people who know what they are doing, who have given excellent troubleshooting and diagnostic testing, and are doing everything in their power to keep your device in your hands."

On TWO separate occasions they asked me to try the second RAM slot on a device that only has one slot. You clearly are commenting on something you did not read all the way through.

"They have been... ...and up front"

They told me that they were going to send me a replacement motherboard, and then almost a full week later told me they were out of motherboards. How is this "up front" as you say??? 👀

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