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Crazy customer alert!
On the first of October (Wednesday) a customer left a computer to be fixed at my work.
She was told that we were swamped and that it could take up to a week before we even could start looking at her computer and that it could take even longer before it was repaired.
The day after I get ill, which puts me out of commission until October ninth
Thursday I’m back at work trying to work away the backlog, and not getting much done cause I feel like someone stole my batteries.
Fast-forward (Wednesday) October the 15’th.
I’m finally starting to see the end of the mass of computer wrecks.
With that particular customers computer already looked over by my boss who has found that it has been struck by one of those nasty “erase HDD on a set date” viruses.
And it had actually been advanced a bit in the queue due to that to see if I could recover anything.
15 min before closing time the customer arrives.
I did not witness the beginning of the conversation but according to my boss she walked in and demanded to get her computer NOW, since we had promised it to be done Friday the tenth.
She got more aggravated when my boss did not immediately recognize her.
And she gets really mad when he tries to explain that due to my illness her computer is not completely finished, but he never got the chance to tell her the last part about my illness because she starts almost screaming about the promise we made.
At this point I hear her all the way to the repair shop, and decides to go and see what the screaming is about.
When I reach the counter my Boss is at the boiling point and leaves when he sees me.
She stares at me like I was a disgusting insect.
Customer: “You promised that my computer would be ready last Friday”
Me: “We never promises that a” (I didn’t reach any further)
C: “And you should never break promises to customers” (I’m not sure she even heard my reply)
Me: “Exactly, that is why we neve” (again she raises her voice to stop me from finish my sentence)
C: “It has now been 16 days since I left my computer here” (WTF?!? Where did that extra day sneak in?)
Me: “No, according to our records you left it here at the first, 15 days ago”(Woot, I managed to slip a whole sentence past her)
C: “You promised that my computer would be ready last Friday”
Me: “NO, we told you Then that we were swamped and that we wouldn’t be able to look” (Here I did raise my voice a tad, but she again countered with an octave higher)
C: “I’m a Dentist and I never break my promises” (Great, Crazy and wields power tools in peoples mouths)
Me: “I’m terrible sorry that your computer isn’t finished but as my boss tried to tell you I have been I’ll for a week and have been unable”(Okay, new strategy, take the “blame” apologize and try to get her to calm down, unfortunately I was out of luck as she cut me of again)
C: “And you should never break promises to customers” (I’m really starting to wonder if she hears a thing I say)
Now repeat that twice again!
Mostly she repeated:
A: That we had made promises
B: That we shouldn’t Break promises
C: That she was a Dentist who never broke her promises
With out ever letting me get more than half sentences out of my mouth
I get to the point where I have had enough!
I go back to the repair shop and get her computer, go back to the counter.
Me: You now have two choices; either walk out of here with your computer or be thrown out with your computer!
C: “But you promised that my computer would be ready last Friday”
Me: YOU NOW HAVE TWO CHOICES; EITHER WALK OUT OF HERE WITH YOUR COMPUTER OR BE THROWN OUT WITH YOUR COMPUTER!
C: ”I’m not going to pay anything, you should never break pr” (here I cut her of and It felt GOOD)
Me: “FINE, there is the door” Me pointing at the door
C: “your Crazy, you can’t do this to me”
I didn’t say anything more I just glared at her and Pointed to the door.
She got the message and left without uttering a single word.
Unfortunately this is not a victory, it’s a defeat.
We never promise a set date for a repair, just to avoid these kinds of arguments, still they happen frequently just not as violently as this one
She was told that we were swamped and that it could take up to a week before we even could start looking at her computer and that it could take even longer before it was repaired.
The day after I get ill, which puts me out of commission until October ninth
Thursday I’m back at work trying to work away the backlog, and not getting much done cause I feel like someone stole my batteries.
Fast-forward (Wednesday) October the 15’th.
I’m finally starting to see the end of the mass of computer wrecks.
With that particular customers computer already looked over by my boss who has found that it has been struck by one of those nasty “erase HDD on a set date” viruses.
And it had actually been advanced a bit in the queue due to that to see if I could recover anything.
15 min before closing time the customer arrives.
I did not witness the beginning of the conversation but according to my boss she walked in and demanded to get her computer NOW, since we had promised it to be done Friday the tenth.
She got more aggravated when my boss did not immediately recognize her.
And she gets really mad when he tries to explain that due to my illness her computer is not completely finished, but he never got the chance to tell her the last part about my illness because she starts almost screaming about the promise we made.
At this point I hear her all the way to the repair shop, and decides to go and see what the screaming is about.
When I reach the counter my Boss is at the boiling point and leaves when he sees me.
She stares at me like I was a disgusting insect.
Customer: “You promised that my computer would be ready last Friday”
Me: “We never promises that a” (I didn’t reach any further)
C: “And you should never break promises to customers” (I’m not sure she even heard my reply)
Me: “Exactly, that is why we neve” (again she raises her voice to stop me from finish my sentence)
C: “It has now been 16 days since I left my computer here” (WTF?!? Where did that extra day sneak in?)
Me: “No, according to our records you left it here at the first, 15 days ago”(Woot, I managed to slip a whole sentence past her)
C: “You promised that my computer would be ready last Friday”
Me: “NO, we told you Then that we were swamped and that we wouldn’t be able to look” (Here I did raise my voice a tad, but she again countered with an octave higher)
C: “I’m a Dentist and I never break my promises” (Great, Crazy and wields power tools in peoples mouths)
Me: “I’m terrible sorry that your computer isn’t finished but as my boss tried to tell you I have been I’ll for a week and have been unable”(Okay, new strategy, take the “blame” apologize and try to get her to calm down, unfortunately I was out of luck as she cut me of again)
C: “And you should never break promises to customers” (I’m really starting to wonder if she hears a thing I say)
Now repeat that twice again!
Mostly she repeated:
A: That we had made promises
B: That we shouldn’t Break promises
C: That she was a Dentist who never broke her promises
With out ever letting me get more than half sentences out of my mouth
I get to the point where I have had enough!
I go back to the repair shop and get her computer, go back to the counter.
Me: You now have two choices; either walk out of here with your computer or be thrown out with your computer!
C: “But you promised that my computer would be ready last Friday”
Me: YOU NOW HAVE TWO CHOICES; EITHER WALK OUT OF HERE WITH YOUR COMPUTER OR BE THROWN OUT WITH YOUR COMPUTER!
C: ”I’m not going to pay anything, you should never break pr” (here I cut her of and It felt GOOD)
Me: “FINE, there is the door” Me pointing at the door
C: “your Crazy, you can’t do this to me”
I didn’t say anything more I just glared at her and Pointed to the door.
She got the message and left without uttering a single word.
Unfortunately this is not a victory, it’s a defeat.
We never promise a set date for a repair, just to avoid these kinds of arguments, still they happen frequently just not as violently as this one
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