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Why not play my cards?

Still no work on my laptop. It’s been over 24 hours since I left a message for the customer escalation team and no return call. I haven’t tried to call them back because, well, I’ve been busy. Trying to get things done to get off on vacation next week has me jammed up. I should have some time tomorrow to call and I’ll see what happens then. I’d like to record the call, but we’ll see how that goes.

A few people have asked why don’t I threaten Toshiba with a mention in my newsletter going out to hundreds of thousands of people? Why don’t I play that card to get some service? I haven’t done it, but the story, or at least a take on it, is going out in tomorrow’s editorial as Dodge, Dip, Dive, Duck, and Dodge.

I have a few reasons why I haven’t done that.

  1. I’d feel like an ass if I did
  2. I don’t want or like special treatment
  3. I want to know what Toshiba will do for everyone else.

I don’t really like special treatment, or being recognized. I guess I’m still a little shy, but I also don’t really think I’m any better than anyone else. Someone who pulls the “do you know who I am?” when they get in trouble always bothers me and I don’t want to be the one doing that. So I don’t threaten, or mention my job, in cases like this.

There’s also a curiosity factor. If I wasn’t able to communicate to lots of people, how would I get treated? Or how will everyone else get treated? I was irate, and still am, but I wanted to get the regular guy experience. Heck, I might be a regular guy that doesn’t write a daily column at some point.

So I’m now just wondering what will happen. Tomorrow I’ll actually order something else, hoping that it will arrive by the time I get back from vacation.

The Voice of the DBA

Steve Jones is the editor of SQLServerCentral.com and visits a wide variety of data related topics in his daily editorial. Steve has spent years working as a DBA and general purpose Windows administrator, primarily working with SQL Server since it was ported from Sybase in 1990. You can follow Steve on Twitter at twitter.com/way0utwest


Posted by Jason Brimhall on 13 January 2010

I disagree that it would be special treatment.  It is how every customer should be treated.  If they are non-responsive, then they need to know and understand the repercussions of being non-responsive.  I agree on the take of not wanting special treatment.  But it shouldn't be considered special treatment when you have bought a piece of equipment, the extended warranty and just simply want it fixed.

Posted by Steve Jones on 17 January 2010

Every customer should be treated better, but if I say "I'm Steve Jones and I send a newsletter to a couple hundred thousand people" or I call in a favor, I'm getting special treatment.

I don't want that, at least not here. Maybe I'll feel differently if it doesn't get repaired, but we'll see.

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