Originally Posted by jim2100
I doubt that, or else I am in the 0.1%, because I think that missing an appointment when you don't even have a phone number a person can call is a HUGE screwup, and you guys should have bent over backwards to make it up to him. If you needed to give him your personal cell phone number so he could call you and complain, you should have done it.
Not having a phone number people can call is bad. Not having a dedicated Ceton forum people can post in is bad. Combine that with missing an appointment you had set up with a customer, and it adds up to terrible customer service. Yes, I know you have excuses for all of those points. That makes it even worse.
Summed it up better than me.
Based on some of the comments here it seems that my idea of what you should expect from a product when you spend $200 is different. This is what I expect.
Product should work as advertised out of the box. Including network tuning. Function and picture quality should be on par with my cable box. Install the hardware and software, do any config if needed and it should work. Not some times but all the time.
If it doesn’t work the company should either support it or take it back.
If I have to file a ticket for support (or any other support system/method) I already have a product that’s not working correctly and am already inconvenienced.
Support if needed should be quick and to the point.
So now I’m inconvenienced, I’m out $200, have a product that works sometimes. But I go through with the back and forth email game. Only to come up with nothing and they want to see themselves. No problem.
So after scheduling and confirming an appointment. Here I sit with my thumb up my butt. I planned around this appointment. Made sure I was home from work. Made sure I didn’t have things to do with my family. Made sure any other projects could wait. Now I have wasted a Saturday afternoon. Now what do I do? Can I call them? Nope. No phone numbers on the web site. Send another email and wait…
Most companies would understand that they customer is probably pretty mad by now. This $200 card has cost me a bunch of my time. Maybe times not valuable to some of you but I don’t have enough if it and my time is worth a lot. I’m not jumping back into this email mess without someone explaining why I wasted my day.
I get a email response that they are sorry about the missed appointment. So I ask to speak with a manager. Please send me a phone number.
Someone calls me the following Monday at 3:41 PM. 2 full days later (yes one day was Sunday). I’m now 1500 miles from home on a business trip. In the middle of a meeting with my customers. Do I answer his call in the middle of the meeting? Or do I call him back? Nope can’t do that. No return number.
He calls 2 days later. 7:32 PM. Now I’m at dinner with a different customer on the same trip 1500 miles from home. Do I answer this call? Again can’t return the call.
His first message start by telling me that they don’t have phones. Please update the ticket. We really want to help but cant get calls. At the end of the message. Oh ya. Sorry about the missed appointment.
Second message – We really can’t get calls. Please update your ticket. If you don’t update the ticket we will have to close it! We really want to help though.
Really! Close the ticket after you have missed an appointment, made me waste half a day and won’t give me a phone number to call and discuss it?
I tell them to close it up. You wont listen so I’ll post my experience elsewhere. Tell them Im displease and why.
Next reply comes from some marketing guy. Apologizes and then tell me how great their service is. Again no number to call him.
Here I sit, with $200 for something that work some of the time and also takes part of my network down. After this experience I have no interesting to spending more of my time to trouble shoot it. I just want it to go away. I thought people should know since I wasn’t able to talk to ceton directly.
You’re welcome to post the complete ticket. Make sure to include it all. I have copies if you miss something. I will also post copies of your support managers (2) voice mails so everyone can see how those fit into the picture. If you think the way the ticket was handle up to right before the end was the problem your not listening.