Marzuk posted:
^
Beware anecdotal evidence IMO. The one thing I try to explain to most people is that customer service most of the time is nearly random. People have 1 experience and then label a company as good or bad.
Even worse, some customers are so angry they refuse to be helped. I know that sounds counter-intuitive, but I'd literally get customers that wouldn't let me help them. They decided they knew what was best, then put themselves through hell - and it was like self fulfilling prophecy.
I guess at the end of the day I'm more apathetic because the way I see it, everyone is getting screwed everywhere. If you are not, or have not been, then you are just lucky. I've worked too many tech support jobs, and I've not EVER done support for a company that truly emphasizes quality.
Also, you didn't mention flashing the drive which is suspect as that fixes quite a few issues. Its called a destructive flash, and you have to get them to email you the .exe. I had to do it to one of my drives for whatever reason. Just sayin'
^
Beware anecdotal evidence IMO. The one thing I try to explain to most people is that customer service most of the time is nearly random. People have 1 experience and then label a company as good or bad.
Even worse, some customers are so angry they refuse to be helped. I know that sounds counter-intuitive, but I'd literally get customers that wouldn't let me help them. They decided they knew what was best, then put themselves through hell - and it was like self fulfilling prophecy.
I guess at the end of the day I'm more apathetic because the way I see it, everyone is getting screwed everywhere. If you are not, or have not been, then you are just lucky. I've worked too many tech support jobs, and I've not EVER done support for a company that truly emphasizes quality.
Also, you didn't mention flashing the drive which is suspect as that fixes quite a few issues. Its called a destructive flash, and you have to get them to email you the .exe. I had to do it to one of my drives for whatever reason. Just sayin'
Anecdotal. Right. Three separate occasions where the support staff was almost unwilling to assist me until I demanded to speak with the next level above them. If the drive needed to be flash with a specific download/exe then this just proves that the customer service is lackluster in that I was never told this.
I'm all for being helped. I worked in a vet for 6 years helping people get through tough times with their pets when they didn't have money and just wanted their pet to feel better and being angry at the world because they couldn't afford to the procedure/medication needed for the pet to get better. While this isn't the exact same type of customer service, I do get that people get blinded by anger. Mine is not the case. In all 3 encounters with OCZ support staff, they were not knowledgeable to my problem, hesitant to remedy the problem, and the third one I called about when it was crashed, I was told they would not fulfill the warranty on. I could file a lawsuit at this point but it isn't worth the time or energy.
I've been screwed on tech supplies a few time, but the customer service in my experience has always been great. Hell I had an issue with an ati 3850 a few years ago and they got me out a new card as well as 2 games for my troubles. I didn't need those games or want them, so i ebayed them, but it was incredibly solid customer support there from the time I got on the phone, to the time I got off. A few months ago I had an issue with Dell and they more or less refused to help me even though I knew what the problem was. Ravynmagi being an awesome guy and contracted through dell as a repairman was able to get me what I needed without the hassle that the dell tech support was giving me. I am a very rational guy and understand when things go wrong but when your company makes a poor quality product (no matter their history on great products) and gives poor customer service, there is going to be some negative feedback about it.
On all three occasions, OCZ's customer service was on par with Verizon. I'm clearly blinded by anger so everything I'm saying is anecdotal and not the norm, even though there are over a 50 cases like mine on newegg alone.
