Most routine technical issues around our home I can handle. What I don't know I can usually find with a few queries on Google or YouTube. But sometimes the issue goes beyond my skill set, and that was the case Monday when one of our cell phones decided powering up was not on its agenda. After trying the usual techniques, I knew I was getting nowhere. And I also knew the cell phone carrier's main job would be to SELL us a new phone rather than fix our "antique" phone.
So a search for a cell phone repair place nearby identified a shop with favorable reviews, and they were open on a holiday, so off I went.
The shop offered free diagnostics and said they'd be back in touch within 24-48 hours.
Well no news in the first 24 hours, but I hadn't really expected any.
But as we came up on the end of the 48 hours, still nothing so I initiated a call.
"We're still working on it and will call you this evening".
Care to guess how many calls I got that night?
So the next day I call and the tech confessed, "we've been busy and I forgot to get the part I needed for your charging port from the other store, I'll pick it up Friday morning". Fyi, the charging port issue had ZERO to do with our issue. I had tested with multiple charged batteries before I brought it in to the shop.
So Friday passes with zero update from the shop.
So this afternoon I stopped by to check status and what I got was a series of excuses.
End result? I left with a phone that was in the same condition as it was Monday. 2nd part of the end result? I'd never do business with them nor offer them in recommendation. They failed in every aspect of living up to their own advertisements and promises. The only thing they got right? It did turn out to be FREE.
The phone is now at a repair shop that charges $35 for the initial assessment. I already have a better feeling about how they handle business. They may not be able to fix that phone, but I'm much more confidence that they will at least DO something and not provide empty promises.
Customer service matters.
I understand things can go wrong. Staffing can be shorthanded. Estimates can be off.
It's how a company handles variations from expected performance that influences whether I can accept the situation, or decide it's time to move on.
Excuses just don't cut it do they?
Bill of Bill & Liz aka BLiz
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