The computer repair company which is servicing my laptop has not learned this lesson. Yesterday, I called to check on the status of my computer.
Me: I'm calling to check on the status of my computer.
Customer Service: It takes 24 to 48 hrs. for a diagnosis to be made.
Me (not pointing out that it was around that time): So, you'll contact me when a diagnosis is made?
Customer Service: No. The company you bought your computer from will contact you.
Me: Okay. Could you make a notation in the file or ask the techs to test the system and verify the repair before the computer is sent back?
CS: We always verify the repairs.
Me: Okay. Well, this is the second time my computer has been in for the same problem.
CS: Clearly something else went wrong with your computer after it left here.
Me: Uh, my computer has the exact same problem that it had originally.
CS: Anything else I can do for you?
Me (biting back the words "I'm not sure you've actually done anything for me"): No. Thank you.
It would have been nice at some point for the customer service agent to say, "I'm sorry you're having a problem." Or even, "I'll send the techs a note to do a thorough check."
Instead, the CS reps are hostile. As if it's my fault the computer isn't working. In any case, I hope that when I get my laptop back, it works. (This time they told me it would take two to three weeks to get it back--and that's without a diagnosis of the problem. I'm beginning to feel like they're trying to punish me so I'll give up and buy a new laptop.) But if the laptop comes back after all this time and still isn't repaired, I'll be contacting the better business bureau.