dpd1 - 7:34 pm on Jun 5, 2012 (gmt 0)
I couldn't resist posting this one... I've had a classic customer case this last week. Guy bought one of our products that most people love. He tells me he's not happy with the performance. I expect this once in a while, so no big deal... I'm more than happy to help him get it working. Most of the time it's something they've done wrong installing it, so that it doesn't work right.
So I get him to send me photos and it's completely screwed up. It's obvious whoever did it doesn't know what they're doing. He tells me two guys installed it for him, and as I ask questions, he eventually admits that they dropped the item off the roof (which is 4 1/2' x 2' and 5 pounds) and stopped it from hitting the ground at the last minute, by grabbing the cable... which in turn broke the cable off. They then "installed their own cable" and proceeded.
So in a polite way, I basically try to tell this guy that I have serious doubts they have installed it correctly, or repaired it correctly... considering how it looks and the fact that they dropped it off the roof. He writes back and starts to get annoyed, saying that it "should be under warranty", because the cable broke "as if it was brittle"... A cable that is meant to conduct electricity... Not stop a plummeting 5 pound 4' long item falling off a roof.
I'm wondering what goes on in somebody's head that would make them think the two idiots who screwed up their brand new product by dropping it off a roof, and then basically doing a crap-tacular job installing it... have no reason to be accountable at all... But the guy who's thousands of miles away and sent them a pristine product with zero flaws... is somehow at fault. lol