[P1] Not the fan again!

[Fran Dollinger]

Jack Rodgers wrote:

> On Thursday, May 15, 2003, at 09:07  PM, Fran Dollinger wrote:
>
>> Today on the phone I asked about that......"Well", he said, "I'm sure 
>> that they have other options in case these same problems continue". 
>> So, I'm assuming that "option' being the operative word there, that 
>> at that point they will exchange or something....I did let him know 
>> how unhappy(read: down right pissed off) I was about the whole situation.
>
>
> Don't consider the word of the newly hired support tech to be the 
> final word. If you are unhappy, ask in as nice a way as possible to 
> speak to a higher up. Always be nice or you will discover as some 
> grumps on this or another list have posted that support becomes quite 
> hostile.
>
> No kidding! ;-) Fortunately, after working for many years in the 
> dreaded retail world, I learned that a nice combination of being nice 
> as pie and then a bit distraught/frustration (read; choke up a bit on 
> the phone) works pretty well. I let the guy I spoke with, who happened 
> to have had the call handed off to him, was really a pro. I did, 
> however, explain that I preferred not to take the iBook to someone in 
> person because that was when I would probably lose it.........that I 
> could normally maintain some amount of decorum over the phone....he 
> seemed to appreciate that! But thanks for the advice on that!!


Fran