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The Voice of the DBA

Steve Jones is the editor of 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

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.


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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