[rant]
I would rather praise someone than criticize them any day. However, today I had an experience that bears sharing with this community.
We took delivery of a Xenetech 912 on June 15 (just over 3 weeks ago). Randy Allen from Brewer Sales came to our shop and did a fantastic job setting up the machine, explaining how to use it, and answering my many questions (I'm always full of questions).
Randy explained to me that the Xenetech software had a 3-week "trial" period, after which I would have to enter an "unlock code" to continue using the software. He told me that I would be receiving an email from Xenetech within the next couple of weeks that would give me this code.
Two weeks pass without a single word from Xenetech.
I called Xenetech and spoke with a tech named Jason. He told me that they had never received my registration form, and that he couldn't do a thing until they had it. He told me that it should be in my paperwork, and that I would have to look for it. If I couldn't find it, they would send me another one. Hmmm.
Knowing that my setup will be useless in a couple of days, I asked the folks at Brewer if I had misunderstood Randy. They confirmed that I had not misunderstood, and that they had faxed the form to Xenetech the very day of the installation.
It's worth noting here that the person that usually handles registrations is on vacation, and won't be back for another week. My mistake. I should have timed my purchase to coincide with her vacation.
Jeanette re-faxed the form to Xenetech, and they got the info entered. I put in a call to them (again), and had to leave a message for them to call me back (again). By the time they got around to calling me, I had already left the shop for the day. The unlock code that they gave me only works on ONE computer...doesn't go from one machine to another.
Side note: They give you three "free" codes for installation, then you have to buy them. That makes good business sense...unless you're the customer.
Back on track...
Today (Thursday) when I got to the shop, of course my software was expired (as of yesterday). So, I made another LONG DISTANCE phone call to Xenetech to beg them for the unlock code that would work on my shop computer.
The lady that answered the phone - Jessica - told me that she would have to take a message, and have someone call me back.
I explained that I simply could not afford to wait an hour or two for someone to call me back. Meanwhile, I have a *rush* order sitting on the table waiting to get done.
Her reply was that I would have to wait and be patient.
WHAT????
I told her that they had had THREE WEEKS to get this done, and that I cannot sit here and wait. Enough is enough.
It's worth noting that by now my tone was sharp. I was fed up. Who wouldn't be? I just paid $7,500 for a machine that could now only be used as a trot line weight.
However, I NEVER raised my voice.
She kept saying over and over and over and over, "Cody, please be nice. Please don't yell. Please be nice." She wouldn't stop talking long enough to hear what I needed to say.
I had had enough of her talking to me like a 3-year old, so I simply hung up the phone. After all, it was clear that she was not going to be part of the solution to the problem that HER company was causing MY company.
A couple of minutes later, I saw that I had a new voicemail on my phone (never heard it ring).
You guessed it...it was Jessica.
She said, "Cody, this is Jessica with Xenetech, the nice person you just hung up on. [skipped some for brevity] When you call her, please be nice to us. That's all we expect from you."
I can quote this because I saved the voicemail. If anyone wants a full transcript, just ask.
I can sum all of this up in two simple points:
1) You should NEVER sell software like this and make the customer wait weeks to get "authorization" to use it. Unlock codes should come with the equipment.
2) NEVER NEVER NEVER talk DOWN to your customers. They are your very lifeblood.
If one of MY employees had done that, they would be mowing the yard or trimming hedges. They would clearly be ill-equipped to talk to customers.
I now COMPLETELY regret buying a Xenetech...but it will never happen again. If there's no service after the sale, then there should be no sale.
I am not in business to be NICE to a supplier that doesn't do their job. I AM in business to make money. When that supplier responds the way that Xenetech has (or hasn't) for the last 3 weeks, I don't make money. When that happens, I will NOT be nice.
[/rant]
I'm done now. Sorry for the rant. When someone does a great job (above expectations), they deserve applause. When someone does what these folks have done to me, I think it should be shouted from the mountaintops.
All that being said, I have to mention the person that saved my bacon. Of course, that's Jeanette. She went WAY out of her way to help me today...just like she's done on several other occasions.
I've said it before, and I'll say it again: Brewer Sales wrote the BOOK on customer service.
I just wish that some people would read it.
Cody
Eternity Creations
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