Categories
apple Service

Customer Service

Apparently there is no middle ground, when it comes to customer service. It is either very very good, or just plain sucks.

On the top of my list of doing it right, is Garmin, Direct TV and Apple, and at the bottom of the list is Eye-Fi and Mozy…

I have several recent examples of the good and the bad. I’m going to start with the good.

On the very top my list of great customer service is Direct TV.
They are just outstanding, a few weeks ago I had a problem with 2 of my receivers, on Sunday morning I called them and my call was answered immediately by someone on the U.S.A., and we walked through a few steps to see if the first of the boxes was really dead, it was, replacement was requested in the system. The second box, a DVR box, needed to churn on some of the things we told it do so instead of chatting for an hour or so while it did its thing I opted to call back if the reformat reload didn’t work, which it didn’t. I called back, call answered on the third ring, they were aware of my issue, we tried on more thing, it also failed, I was informed that since it was the second box reporting an issue at the same location that someone from tier 2 support may be following up with me in the next 24 hours, ok I request that they call me on my cell if it is not today (Sunday), the next day I’m on the road to Philadelphia and I get a call from tier 2 support, they ask me to try a couple things, I explain to the guy that I am about 200 miles away, and that all the steps he need to check had indeed been done. He was happy and said my box was on the way. The following morning my wife calls me to tell me that there are 2 Direct TV receivers that just arrived, and was there anything special that needed to be done, I told to follow the instructions that came with the equipment, about 45 minutes later I get a txt message that both boxes are operational, old hardware is boxed up, and scheduled to be pick up.
Thats is great customer service…

Next on the list, almost a tie, is Garmin.
I bought a new GPS at the beginning of the month, and on the Saturday before Thanksgiving after a kayak trip I plug the GPS into the computer to download the data, and it has a message that it cant find the system files. I look online to see if I can find out what the problem is, and I try the things I find with no success, it late I’m tired, so I just pop off an email to them, figuring I’d get a response sometime Monday, I get an email overnight that tells me to try A B and C, I give it a go, and no luck still a brick, I send another email, and a few hours later I get an email with an RMA number and where to ship the unit to and they’ll get it back to me 5 to 10 days after they get the unit, Monday I ship the unit to Kansas for repair, supposed to be delivered on the Friday after Thanksgiving, but apparently Garmin is a decent place to work and they are actually closed on the Friday after Thanksgiving. I am a little bummed thinking that it is just going to add more time before I get my GPS back. So Monday around noon I get the FedEX email that the GPS has been delivered. No I figure that I will have my GPS back in a couple weeks, no biggie. Today I get home and I notice a small box on the steps, not even thinking it is my GPS, I pick it up ask the wife what she was expecting, she responds nothing she’s ordered is expected arrive until next week, so I look at the label, and I see it is for me, and it’s from G International. I am a little shocked, it’s Thursday they only got the thing on Monday, fixed and good to go. If I had a complaint about the whole thing was that I had to drop the $15 to ship a broken GPS that was only 2 weeks old

Number 3 on the list is apple.
A couple weeks ago I ordered 2 different computers on 2 different days, both with applecare, the first machine arrives as expected, I get them set up trying to do the applecare registration, and it keeps being rejected by the system, I give them a call, they tell me that there was a data entry issue on their end, and they would take care of it, 2 days later I get confirmation that all is now good with that machines applecare. A couple hours later the other order arrives 2 Macbook Pro’s check 2 applecare for MacBook Pro’s well not 2 but 1 for a MacBook Pro and a second for an iPhone. I make the call, and I kind of ask sarcastically ask why the cant seem to get something as simple as a little box right, and she ask why, I told her what happened earlier in the week, and she apologizes for the mistake and gives me a $100 credit. problem solved customer happy.


So now we have the not so great customer service…

I had a couple of problems with my eye-fi card for my camera.
One was that it was getting very hot, to the point of being able to feel it outside camera, it was forgetting networks, and sometimes not even working. I send eye-fi tech support an email, a day later I finally get a response, asking me questions that were answered in the original email, all that is in my post from back in September, Making a long story short it took nearly 3 weeks to get the card replaced, not so great customer support.

The card has been working great since I got the replacement, there are things I’d change, more about that later.

Then there’s mozy, I am done with mozyhome, I still use mozypro at work, they seem like they are completely companies, never a problem.
Basically I contacted mozyhome customer support, sent them my logs, they lost them I sent them again they forgot to get back to me for a week, it wasn’t until I asked why am I paying you guys for a headache, when BackBlaze is working on 2 of my other machines without a hitch, and I am moving the impacted machine to BackBlaze as well, do I start getting responses from several people at mozy… I am sure if I wanted to spend the time to deal with this we could most likely resolve the issue, but I don’t have the time, hell they even offered to have a tech call me, but enough is enough…
I had an initial problem with BackBlaze that was resolved in a day or 2, and no one forgot to get back to me.


Basically all you have to do to provide decent customer service is just treat your customers right, don’t ignore them….

Categories
Photography whine

Why Doesn’t My Eye-Fi Card Work Anymore

I sent this email to Eye-Fi customer support:

My 4G video share card stops working for no apparent reason…

I am not just talking about transmitting data, it also stops recording data as well, sometimes turning off and on the camera resolves the issue, other times I have to remove the card and reinsert it… This is not on just one camera, the issue occurs on all three cameras (Nikon D90 D5000 and P6000) non of the cameras have a problem with real SD cards, I can shoot all day without issue on any other card except the EyeFi…

I have also noticed that the card gets extremely hot, to the point it is uncomfortable to hold.

I think it is fairly clear and to the point that my Eye-Fi card is not functioning properly, and its not just a wireless problem but its also the ability to take picture as well…

In response to my request I get this from Nick at Eye-Fi customer support:

Thank you for contacting Eye-Fi. I apologize that you are experiencing troubles with your Eye-Fi Card. Please reply with the answers to the following questions so that I may better assist you.

What operating system and version are you using?
What internet browser and version are you using?
What version of the Eye-Fi Card do you own? (Home, Share or Explore)
What size of the Eye-Fi Card are you using? (2GB or 4GB)
Where did you purchase your Eye-Fi Card?
What is your router’s make and model?
What security encryption are you using?
What photo sharing web site are you uploading your photos to?
What version of the Eye-Fi Manager software are you running?
Are you using your Eye-Fi Card in a home or office environment?
What antivirus software are you using?
What firewall are you using?
Were you able to register your Eye-Fi Card?
I look forward to your reply.

Thank you,
Nick
Eye-Fi Support Team

Which makes it very clear to me that Nick didn’t read a word I wrote, and was only making sure that their next business day response time was honored… I am mainly addressing that the problem is on the card side in the camera, and not really network issue, and I could understand the questions if I was having a problem getting into the manager app or uploading pictures….

I responded to the questions, 2 days ago and now I am waiting on a reply…

Categories
Photography

Nikon P6000 Unhappiness…

So I have been putting my Nikon P6000 through its paces for the past couple weeks, and I am pretty happy with it for the most part, except for 2 things….

The battery life on this when using the GPS and an Eye-Fi card is abysmal, and that would not be an issue if the battery didn’t take forever to charge. Of course Nikon doesn’t provide a real charger, the battery has to be charged in the camera, unless you have the optional $30 MH-61 charger, which I understand only takes about an hour or so to fully charge the battery, then to make things easy I’ll probably end up getting another battery as well. There are a couple things that add to this problem, internally the camera get get hot with the Eye-Fi card, and since it is right next to the battery it makes the battery too hot to charge for about 20 minutes.

The other thing that annoys me is that there is no easy way to close the lens and keep the camera on, something like a standby mode. There are a couple of reasons this would be nice, keeping the GPS happy, because it makes me unhappy when I have to wait a minute or 2 for the GPS to sync because the camera has shut off and lost sync, it doesn’t happen all the time only when it is inconvenient. A stand by mode would also be nice to deal with things like the Eye-Fi card, the D90 and D5000 have a setting to tell the camera to not go to sleep until the Eye-Fi card is done doing its uploads.

Other then those 2 issues, the P6000 is a great little camera, and it fits the bill when an SLR is too much.