When I was supposed to be glad, I was dismayed.
When I was supposed to buck up, I just could not care less.
When I was supposed to be excited and run around screaming, all that came out was indifference.
Upside down, my day today was. It's as if something just has to happen and you just won't be able to do what you are supposed to do, feel what you are supposed to feel, act the way you are supposed to act. Everything just fell far from expectation.
Like raindrops that fell almost continuously today, waves after waves hit me, hit me hard. It was peculiarly familiar, yet every single one of them smacked right at my face. It baffled, it hurt, but it did not surprise.
Those in the service line should have this motto where they live by - to serve and bring customers satisfaction. Toshiba disappointed me a little, and I did raise the issue when I collected my Baby Toshi. The girl was very understanding and kind, so however displeased I was, I made an effort to not make it difficult for her.(I guess most of you are well aware of what Ivy can do when Ivy is not happy. Remember the Grad Night incident? LOL) What I was displeased with was, being such an established multinational company, it was so capable of delivering unsatisfactory services to the public, the very ones they guaranteed satisfaction upon purchase of their products. Here, I'm speaking not about their knowledge regarding cutting edge technology, or their level of professionalism pertaining to software repair. These should not be disputable at all. My laptop was returned in a very good condition, and it looked as if it was reborn.
But, here's the catch. When I was checking on my baby, several things were not right, so I asked them to check again. Moments later, my baby did not squeak when I pulled it open. Good. Then I casually asked, "I was told that the technicians would perform an overall check on the system and such when I sent it in for repair. Did they check?" It was just a casual question, because I really thought they would and I was quite sure the answer would be a 'yes'. However, the girl still had to pause a while, flipped through the invoices, and finally came to answer,"I'm sorry Ma'am it wasn't written here that they performed the check on your laptop but would you excuse me for a moment, so I could go in and ask the technicians about it?"
What did you expect me to respond? "No you should have done it and there should be no need for you to check with the technicians who even quoted the wrong part for me, because your colleague made that promise a few weeks ago"? When I was startled at the amount of service charge I had to pay, the girl who attended to me told me that they would check through, and so I was pretty assured. But now, when she came back from inside, she said the technicians only performed a
general check on the comp - not a thorough one. Believe me, at that point in time, I could have slammed the table and have it over-turned.
After much questions the girl brought my baby in, again, and came out with another answer - "the technicians said that this is most PROBABLY because of the hinge. So if you would like to change the hinge as well? The crack that happened was most probably caused by the faulty right hinge." Of course I would very much like to change it, but I don't understand why, when I first sent it for repair, they never mentioned anything about the hinge?
I seriously don't blame the girl. It's the technicians I'm so not pleased with. If someone send you something you are good at, and tells you there's some problem with it, I don't see any reason for you not be able to tell what is causing the problem. Furthermore it's not some obscured software problem. The first time, they even quoted the wrong part for me. And for all the reasons in the world, I think, as their customer and the owner of the laptop, I have all the rights in the world to demand for a detailed explanation to my laptop problem. Thus I see no reason for me not being told about the hinge when I sent my baby in last time.
"I'm sorry but maybe because last time you already confirmed with us that there's a problem with the top assembly, so they did not check the hinge."
If this is an acceptable explanation for every unsatisfactory service, there should be need for consumer rights anymore. Come on, I'm not blind. I saw the crack, so obviously when I brought it for you to service, I'll tell you about the crack, right? So if you don't perform any further check and just blindly follow whatever problem I told you about my comp, do I even need to go to you for service and pay 150dollars for that? If I can tell exactly what is wrong with my comp, should there even be a need for your existance? Obviously I confirmed with you about the crack, because that's precisely the ONLY thing you told me that was faulty that day!
Of course I was so not going to take responsibility of this complication, so I voiced every dissatisfaction I had. The poor girl apologized again and again, and said that she would feedback to her manager regarding this matter. In the end, I told them to get me two hinges and I wanted them as soon as possible, or I'll really be unhappy. But this doesn't mean I can accept such thing to come from anyone in the service line, let alone some established multinational company.
After I left that place, they messaged me and apologized for the delay and stuff. Yes, they can apologize, but I won't be pacified until they can prove that they are able to deliver top quality service in future. Furthermore, I think I'm very already very kind in this matter. I did not demand for a satisfactory answer as to why there was a delay in processing my orders and why a wrong component was quoted, assuming top quality technicians. I have no idea how they are going to explain for such lack of professionalism in service.
That's why, even after I collected my baby, when I was supposed to feel very, very excited, I felt nothing.
