Tuesday, May 4, 2010

Canned responces

While it is understandable that a certain amount of canned responses can be important. For instance lets say, I don't know, someone decides to post it on their blog? I don't have a problem with that and wouldn't have taken the time to post. However, those that do not apply to a conversation just lowers peoples opinion of a company. For me it makes me that much more likely I will not do business with you.

That said I wanted to share a responce to an email I received when inquiring about the return of my PS3 if I sent it to Sony for repair. There are several reason why I wanted a guarantee of my unit back if it couldn't be fixed. This is a known issue and commonly fixed by simply replacing the Blu-Ray Drive. My PS3 is the 60gb model with the Emotion Engine which allows it to play PS2 games without software emulation, I know all other parts of the PS3 are in good working order, I have no heat problems, etc. Basically I know the quality of the unit I'm sending in. If they send me a refurbished one I do not know the quality of the unit I get back. There are a few other considerations as well. One such consideration is how close do they consider the same model? Could I possibly get back a 60gb that used the software emulation instead if they don't have any with the chip? Any way here is the conversation my name and the tech's name has been removed because you don't need to know them. Also each set and the whole conversation reads from bottom to top with each but the first having my question and then the tech's answer. Switched it so it reads correctly in odrer.

Customer 05/04/2010 07:48 AM
Ineed to send my PS3 in for repair as it will no longer read disks. I have the original 60gb model with the Emotion Engine in it and whether you can repaired it or not I want my original PS3 back. I have heard that sometimes instead of sending the original back a refurbished one could be sent instead. My question is that is there any way to insure I get my original PS3 back?
Response (Tech's Name) 05/04/2010 09:52 AM
Hello MyName,

We apologize for the inconvenience regarding your system's difficulty reading media.

It seems as though your PLAYSTATION(R)3 computer entertainment system may need to be serviced. You may submit your own Exchange Order using our Self Service Exchange for quick and easy processing on the Internet. Please visit our Online Service Request page for more information. After you fill out the form, we will send you a shipping box from UPS within 5 to 10 business days. Our current turn around time for the service is 8 to 12 business days from the time we receive the system. If your system can't be repaired, it will be exchanged for the same model system. Your serviced system will have a 90 day warranty which starts the day you received it. We do not offer any extended warranties.

If you have not done so, please try the following troubleshooting steps. We have found that they have often corrected issues such as yours:

* Please be sure to try the disc(s) on another PLAYSTATION(R)3 computer entertainment system. If the disc(s) does not work on another system, then there is most likely a problem with the software, not the console.

* Please confirm that the disc is clean. We recommend using a CD wipe to clean the disc. Please remember to wipe from the center of the disc to the outside in a straight line. Avoids wiping in a circular motion as this may cause scratches on the disc.

* Try playing different CDs, DVDs, and games on the PLAYSTATION 3 console to see if the problem exists across multiple discs.


Tech's Name

Customer MyName 05/04/2010 10:11 AM
So what you are saying is I cannot guarantee the return of my original system?
;">Response (Tech's Name) 05/04/2010 11:13 AM
Hello MyName,

Thank you for writing us regarding servicing your system. If your system can't be repaired, it will be exchanged for the same model system.

Tech's Name

;">Customer MyName 05/04/2010 12:11 PM
Thank you. Since it is no longer under warranty I guess I'll just go through a 3rd party to insure I get my console back.
Response (Tech's Name) 05/04/2010 12:19 PM
Hello MyName,

Thank you for writing us with your kind words. Your feedback lets us know that we are on target. Again, we appreciate you taking the time to write us with your comments and really appreciate your support.

Tech's Name
[End Quote]

It really puts me off especially when the canned responces have no bearing on the conversation.  And really to say "Your feedback lets us know that we are on target." when it is more like they are not even shooting in the right direction.

Edit: Note that blogger can sometimes be difficult in trying to get it to format they way you want rather than how it wants.

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