NEC's Eventual Self-Destruction
For most hacker types, including myself, NEC is a name that has been associated with quality for quite some time. But a recent experience with NEC tech support has me questioning their integrity, and may foreshadow a drop in loyalty from computer professionals.
The ability to deliver a reputable product or service is what makes the CEO a million (or billion) dollar asset. The inability to provide respectable technical assistance, however, is what drives a majority of modern companies into the ground. This has been the case with a number of technology startups and was thrust into the spotlight by the world's largest computer maker: Dell.
Dell's negligence of customer relations nearly dethroned the company in 2005 and resulted in a number of 'I Hate Dell' websites, as well as 'To Hell With Dell' merchandise. Their market share has steadily dwindled since. Dealing with a disgustingly large amount of Dell computers over the past few years, I have experienced their incompetence first hand, and I can assure you that my heart does not bleed for their loss.
The word 'disappointment' has commonly been affiliated with customer support ever since corporate America collectively decided to outsource its communications with the public to every country but its own.
So what, then, does this have to do with NEC, a Japanese corporation that has an American support staff for its American customers? Just that. NEC is a massive, foreign company whose bottom line will remain unscathed in light of bad publicity from the West.
My incident with NEC began with a click to online support. I explained to my new friend that a recently purchased MultiSync 1940CX monitor was not functioning properly (either the backlight or diffuser was preventing light from reaching the top of the monitor, causing a brightness gradient). After completing a forty minute checklist to ensure that my refresh rate was not the culprit (huh?), my friend revealed that he was not in a position to provide any assistance in resolving technical issues or in authorizing the return of merchandise. He referred me to an 800 number.
I thought, perhaps, that this was an unpublished telephone support line that would put me in touch with somebody capable of supplying a solution, but my hopes were dashed when I heard the all too familiar "press one for..."
Three 15 minute phone calls finally produced an honest soul, who proceeded to inform me of the two options available:
The ability to deliver a reputable product or service is what makes the CEO a million (or billion) dollar asset. The inability to provide respectable technical assistance, however, is what drives a majority of modern companies into the ground. This has been the case with a number of technology startups and was thrust into the spotlight by the world's largest computer maker: Dell.
Dell's negligence of customer relations nearly dethroned the company in 2005 and resulted in a number of 'I Hate Dell' websites, as well as 'To Hell With Dell' merchandise. Their market share has steadily dwindled since. Dealing with a disgustingly large amount of Dell computers over the past few years, I have experienced their incompetence first hand, and I can assure you that my heart does not bleed for their loss.
The word 'disappointment' has commonly been affiliated with customer support ever since corporate America collectively decided to outsource its communications with the public to every country but its own.
So what, then, does this have to do with NEC, a Japanese corporation that has an American support staff for its American customers? Just that. NEC is a massive, foreign company whose bottom line will remain unscathed in light of bad publicity from the West.
My incident with NEC began with a click to online support. I explained to my new friend that a recently purchased MultiSync 1940CX monitor was not functioning properly (either the backlight or diffuser was preventing light from reaching the top of the monitor, causing a brightness gradient). After completing a forty minute checklist to ensure that my refresh rate was not the culprit (huh?), my friend revealed that he was not in a position to provide any assistance in resolving technical issues or in authorizing the return of merchandise. He referred me to an 800 number.
I thought, perhaps, that this was an unpublished telephone support line that would put me in touch with somebody capable of supplying a solution, but my hopes were dashed when I heard the all too familiar "press one for..."
Three 15 minute phone calls finally produced an honest soul, who proceeded to inform me of the two options available:
- I can pay to ship the monitor back, wait 7-10 days to have it repaired and then have it shipped back 3-5 days afterwards.
- I can pay to ship the monitor back and then, upon receipt, also pay $50 to have a refurbished monitor of the same or similar model shipped.
Imagine if these options were applied to something less expensive than a $400 monitor like, for example, pizza. You have your choice of adding the pepperoni that they forgot to put on and have it reheated, or you can pay another $20 for a similar pie ordered several hours earlier in the day that was never picked up.
When did this become an acceptable business practice?
An hour of arguing with a fellow claiming to be in a management position produced only a headache and a mutual lack of respect for eachother.
When did this become an acceptable business practice?
An hour of arguing with a fellow claiming to be in a management position produced only a headache and a mutual lack of respect for eachother.
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