Saturday, April 26, 2008

Finally, a new monitor from HP!

Met Josephine and another gentleman (sorry, I was not paying attention, but he has been helpful) in HP service center yesterday. Josephine apologized for any incovinient caused. I gladly accepted.

It is not about me creating problem for HP, it is HP created problem for me, be it mis-communication as Josephine termed it, or otherwise. To me, the damage is done, and it has to be rectified before moving forward. One will only move forward if it takes responsibility whatever happened.

There's a few points I would like to stretch:

1. I noticed in most of these cases, i.e. customer service stuff, especially tough ones like mine, management almost always trusted in full internal reports, despite the fact that something may not be as described, or somehow missed.

Why I said that internal reports do not reflect the true scenario. It falls into the possibilities of:

1. report writer genuinely recorded by mistake; and/or
2. report may not be as extensive as it is always summary of the incident; and/or
3. in a panic situation, report writer tends to omit points which is negative to the organization he/she works for; and/or
4. Someone just have the tenancy of writing report they wish regardless of what's exactly happening.

I have been reading reports, attending meetings all these while. there's always false facts and info embedding into those reports, unless you want to dig, in which most managers will choose not to, else the truth will not be revealed.

try asking someone to write report concerning the current company culture, and employee's relationship within the organization he/she is working. I bet that you will get all sorts of funny stuff which you will never expect, and most of these are 95% truth +5% wrong info which is enough to lead you to wrong decision making.

In the industrial age, where manufacturer dictate the terms, conditions, types of products, etc. I mean manufacturer or brand owner leads where consumer is heading.

In the modern world, with sources of information readily accessible, consumer dictates the type of service they deserve.

Thus, you may see a shift of customer service philosophy, shifting from brand oriented, to customer oriented.

Most will argue with me that isn't all major brands are customer friendly, thus, consumer goes for their products and services instead of the others.

Give an example of telco call centre. everyone should have the following experience:

When your home streamyx (ADSL) down, you checked if the modem is working, by looking at the lights on the modem, you will normally check if your wireless router if working. To the extend, if you face this problem frequently, you will probably turn off and on the devices again.

So when you call TELEKOM (telco/ISP), you are pretty sure that you have to seek for help, else why you waste time calling?

But, typical call centre will ask you to select menu which you are not sure which one to pick. In the case of TELEKOM call centre, when you call 100, you may select the data line instead of internet, which both seems the same to layman.

After you get them, they will ask you the same old steps as you would have done before calling them, and they insisted that you have to do it again to filter some extreme possibilities.

Will this help? A good call consultant will ask have you perform the steps, if yes, then he proceed with checking other possibilities. But in our telco case, they insist you to do it all again as if they can see what's going on.

It is perfectly logical to turn of and on the modem, so they are able to detect if you are connected, but doing a direct connection seems a little outdated these days, how many of us still using ONE LINE per PC? Aren't we all share connections within our house where we may have more than one device connecting to our home network? If your cables are nicely kept and tidy, when streamyx down, and they insist that you must connect direct, you will have to dismantle cables just to connect direc to the modem from your PC.

Does this help? I doubt.

Further, in the case of HP, I cannot find the option for monitor, there's no monitor, and I bravely chose imaging products (display is imaging as far as I am concern), and of course hit the wall. Monitor is burried in Desktop PC category (how on earth I know that I have to choose Desktop PC category for monitor complaint??).

This reflects how naive is the call center interface designer, or is HP following its own business structure, conviniently assumed that consumer knows how the classfication is done.

Another point to make is that in call center operation, the trend is towards pro-active customer care, instead of passive customer care.

When customer call the call center, means he/she needs assistance. A good call center will always get the right answer for a given issue. In the event call center is not operating around the clock, it is perfectly possible, given today's call center system capable of reminding call consultant to follow up calls by ways of recording caller's complaint when caller is not attended for whatever reason.

Pro-active call center is cost saving to the organization, given the fact that the brand value is enhanced by enriched customer experience, and will lead to multiplying effect in terms of branding, and eventually converting to future sales.

Passive call center, on the other hand, tends to dilute brand value, and leads to multiplying negative effect, which will eventually translated to higher costs in terms of time taken to solve a given issue, and will reflect in future revenue, either due to higher cost of support as mentioned, or higher cost of branding to repair damages, or simply poorer sales performance.

I am always believing that no one will seek help for nothing. Caller always has a reason to call, whether the reason is irrelevant or otherwise, to the caller, it is something he/she needs assistance.

Getting issue solved at any cost is cheaper than allowing matter to drag or exploded to unmanagable scale. Managing user expectation and be honest to the customer are the key success in call center and customer service industry.

I also annoyed when I have to repeatedly mentioned my identity, and yet call consultant still insist on case reference to proceed.

The nightmare is of course caller needs to repeat the issue, and worst, the case history is not recorded properly as expected. This leads to ability of call consultant to translate verbal conversation to written words, and yet maintain the essense of the given conversation.

In most cases, I would prefer to write, than to talk, as most of the time, call consultant tends to missed important facts.

I have repeatedly mentioned that the monitor needs to completely turned off, including the mains, for at least 5 hours, and turn on again, the problem will appear.

In electronics, there's something called dry-joint or cold-joint, where a soldered spot seems soldered properly, but due to excessive flux applied, or air bubble, or simply insufficient solder applied, it will then leads to soldered point not in contact with intended part(s). Only when the soldered point get expanded, or lead of the component gets expanded due to heat, it then touches, and electricity flow.

The only part in the monitor which will get heated up where the rest of other modules gets no power supply is very likely to be the transformer of power supply.

So, burn-in test was carried out, but not turning it off for hours, and try turning on back.

So I see communication break down.

to be continue...

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