Saturday, July 24, 2010

Customer Server --- My A**

Having worked in Customer Service most of my life (if not all).  From the guy who takes the calls, who visits customers, talks to CIO, CFO's, and manages guys who talk on the phone, I figure that gives me the right to complain once in a while.  After all, I do have the T-Shirt!  :)

Let's talk Telus.  Up until 2 weeks ago, I really liked Telus.  But, I had only used their data services (one for my air card and 1 for my iPad).  So, based on that, I decided to trash Bell Cellular and move to Telus for my phone service.  I got a great deal.  Almost twice the services I had before for about the same price (still the most expensive cellular plans of anywhere in the world).

And, after 10  years of using a Blackberry, I decided to jump to a Motorola Android Milestone.  After all, technology is my hobby, so why not.   This phone took some getting used to.  However it has some amazing features.  In a large number of cases it is leaps and bounds better than a Blackberry.

Until 2 weeks ago.  It started doing weird things.  First off, it doesn't have smart dialing.  (You blackberry guys know what that is--if you need to add 1 in front of your phone number it does it automatically).  Great if you have over 2000 phone numbers in your address book.

About 50% of the time, you can't seem to dial the number you want.  Even if the number is in memory.  You get a Telus message "8UT2 - the number can't be completed as dialed".  So, you try 8-10 times and it eventually goes through.

The final straw is it starts to play music on its own.  Nice at 3am.  :)

So, I call Telus (again).  They've never heard of this problem, yet a simple search shows hundreds reporting the problem in North America and the UK.  Telus transfers me to Motorola.  Guess what?  They've never heard of the problem either.

After 2 hours of being on the phone, the short story is that Telus/Motorola want me to send my phone in for repair?  Repair?  Just send me new software.  (Did I mention that Telus replaced this phone once.  It was to be 10 minute visit to the store, but some reason it took over 2 hours do the exchange).    Even Rogers is better than that!

To add insult to injury, I can't return it now or exchange it for a Blackberry unless they agree it is a Lemon.  To get that status, it has to be sent in at least 3 times.  You've got to be kidding!

Not to sound so negative, there is good out there.  If you've noticed that most of my pictures are GEOTAGed with GPS coordinates.  I have a special device attached to my Nikon D300 (essentially a GPS) from the great guys at Di-GPS.  It gets abused some (hence the reason I use nothing by Nikon).  Lately, the special 10 pin connector that plugs this into the camera has started to become intermittent.

After emailing Di-GPS in Hong Kong, I get an email back a few hours later.  CM tells me that if I can solder (can I solder??? Of course I can), that he will through a cable in the mail to me.  No charge!  My hats off to Dawn Technology.  Many thanks guys!

As an aside, I did squeeze in a 3 day canoe trip on the French River a few weeks back.  I owe a detailed update, which I will do shortly, but here are some pictures.  And you can see the GPS mapped pictures here.

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