ifuckinghateyou.com - your enemy's enemy is your friend.

posted January 20, 2010 7:50 AM PST

do what I say

If you're a fan of the soap opera that is my constant interaction with moronic customers, you may recall this blog entry:

http://ifhyou.com/blog/slacker/b86e33a9-f159-220c-c464297fab6e4b94.html

Well... there's more to the story and it has come full circle. Here's the exchange:


Him
Subject:  bad hard drives

Message:
I purchased two 750 mb hard drives from you and have had a hard drive
failure I believe, I now get the green screen of death to look at. I
have e mailed you couple of times but don't get any response. I did
the upgrade in March 2009 and I'm sure the hard drives are under
warranty !!!!!!! I would like to save any of the shows on the hard
drives if possible. My order # 60454, please respond or else.

----
Us:

B____,

We always enjoy being threatened during the Holiday Season, so thanks for that.
According to the tickets you have in our system, we've responded to all of your inquiries.

In any case, the drive kit you purchased on 3/11/2009 is no longer under our six-month warranty.  The drives should be covered by the manufacturer's warranty; if you want us to handle the exchange for you, we can certainly do so for a nominal labor charge.

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Him:

I don't think to much of a six month warranty, everybody on god's green earth has at least a year warranty for everything. So I think I will send you the machine , I'm sure I'll need some authorization from you, so if you would kindly reply with that I'll get the ball rolling.

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Us:

I'm not sure what you're driving at. TiVo's own warranty only covers labor for 90 days, and parts for another year. Your drive came with a 6 month parts & labor warranty, and the drive itself (the only "part") is covered for at least 3 years (5 if it's a Seagate) by the manufacturer. We will gladly replace that drive if it is defective within that timeframe for a nominal labor charge. To do that, please order our recertification service, which is what this is intended for.

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Him:

I bought the hard drives from you with all the software, etc installed, I sent you the order number last e mail, I am not talking about Tivo warranty, I am talking about your warranty on your product. Like I said 6 months doesn't seem like much. What I want to know is can you test the hard drives that you supplied me with and if either one is still good save the recorded material or just send it back with a blank hard drive with software on it . Do you need me to send the Tivo unit in or just the hard drives ? I would like a cost break down before I proceed also.

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Us:

We can't do much more than make the recommendation that you order a recertification if you need your drives looked at and possibly replaced.  Beyond that, you may want to consider someone else if you are looking for additional support or services.   Please see previous replies for details and pricing.

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Him:

I will ask the question again, can you test the hard drives to see if either one is good and if so just replace the other hard drive that is bad, what is the cost ?

---- (At this point, we're sick of repeating ourselves)
Us:

Thanks! And have a happy New Year!

----
Him:

Do I need a rma or something else before I send unit in ?

---- (seriously, are you that dumb?)
Us:

just follow the previous recommendation and you are good to go.

----
So fast forward to last Friday, when I get a package with none other than B's name on it. So I send him the following:

B____,

Why did I receive a drive from you today? We do not have any pending recertification or repair orders on file for you, and this drive is outside of our warranty period as we have explained multiple times. Without meeting one of those criteria, no work will be done on this drive. Please let me know what it is you would like us to do, and I can tell you what you need to order from our site.

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Him:

I would like a new hard drive, the drive is still under manufacturer's warranty, with no re certification from you, etc., I just want a blank hard drive back.

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Us:

That's just not a service we offer. It is not worth my time or money to act as a middleman for a warranty exchange with a manufacturer if we're not doing anything else to the drive. It costs us time and money to fully test and ship drives in to Seagate for exchange, and I am not going to do that out of pocket. If you would like this drive back so that you can exchange it with Seagate yourself (which is very easy to do) I'm going to ask that you pay the return shipping of $13.15, which is exactly what it costs us to ship this drive to _______, and nothing more.

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Him:

How about this, since I didn't buy the hard drive from Seagate, I  will pay shipping to Seagate, from you, and you have them ship me a new drive.

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Us:

Here are your options.

1) A recertification, which is what we already told you was required prior to you sending us your drive.

2) We throw your drive out, which is what we normally do when we receive unauthorized packages

3) We can ship the drive back to you for the actual cost of shipping.

We've been very patient with you and attempted to guide you through this process several times but we can no longer continue to explain it to you - we have other customers to serve.

Please let us know which you prefer, and if you pick option 1 or 3, we can send you a google / paypal money request (whichever you prefer) for the total amount.

Thank you and have a nice day

----

And now I'm waiting for a response.

last updated January 20, 2010 9:27 AM PST