I am a patient guy, I let things go. But one thing has really bothered me recently, and it was the process of getting my laptop repaired. I put the original call in to my computer manufacturer on September 6th, 2010. I was having a problem with my laptop that was not fixed when it was sent in for service, so they decided to provide me with my Next Day Business Service. They assured me my laptop would be repaired in 2-3 business days, taking into account that shipping would take about a day for the repair parts to reach them. Great, this issue would finally be resolved and I would be able to use my laptop. How wrong I was.
The package was sent to the technician the next day and received at 9:30 am on September 8th, 2010. It was shipped via Fedex with a tracking number of “468362237305” This is where things begin to get ugly. I do not receive a call from anyone on the 8th, even though it was signed for by someone (I’m not joking- look at this tracking link http://www.fedex.com/Tracking?language=english&cntry_code=us&tracknumbers=468362237305). So I call the 9th, and talk to someone at the computer manufacturers. They put me in touch with someone from the dispatch department. And the guy from Worldwide TechServices says this: “Oh yeah, Next Business Day Service means we call you the next day, not that it will be fixed then.” So now it looks like WorldWide TechServices is not in the business of honoring contracts. I guess this is foreshadowing for what happens next. I end of talking to a manager because I wasn’t going to be available the next couple of days. He tells me he’ll try his hardest to get someone out here that night. I think he did try, and he gave me a call back where he said he was unfortunately unable to do that. But he reassured me that I would be called first thing the following morning.
I did not receive a call. Not the next day. Not even in the next week. I lost one of my mentors over the next week, George N. Parks, so I lost sight of getting my laptop fixed and went on living my life. On Saturday, September 25th, 2010 I called my computer manufacturer again. They were very helpful. The gentleman on the phone looked it up,and what did he find? WorldWide TechServices had said they had come out on 9/13/2010 and actually fixed the laptop., a blatant lie This immediately set off warning bells when I realized that my computer manufacturer had been defrauded. It left me wondering if they then just sold the parts that were sent to them and kept the money. It turns out I had been dealing with an unethical company all along.
The parts were sent out on Monday, 9/27/2010, and received by the technician. I received a phone call at 9:45 am on 9/28/2010, from 413-306-2909. It was from a gentleman named Brian who was to schedule the repair of my laptop. I gave him a call back at 10:00 am and let him know that 9/28/2010 was probably the best day of the week as I didn’t have night classes in grad school. Brian never called me back that day. In fact, he didn’t call me back at all until I called him two more times, One at 3:03 pm on 9/28/2010, and one at 3:45 pm on 9/29/2010. He gave me a callback at 3:59 pm on September 29th, and said he will only do the work in the mornings, that’s when he’s in my area. That’s bizarre, I thought to myself, because he is supposed to come to my area when it’s convenient for me, not when he doesn’t want to potentially be driving home after 5 pm (I know, Scary to have to work until that late!!). He mentioned he was from Westfield, which is further proof he doesn’t want to have to drive home after 5. What a loser.
I then received a call from 413-687-0203 at 8:33 am today, 9/30/2010 from “Mike Safari” who wanted to set up service for my laptop service call today. Finally! I called back at 8:55 am, and again this technician said he would only do the work in the morning. I told him I’m at school until that time, but apparently WorldWide TechServices only hires people that don’t want to work ever. Awesome! He told me he would call me back this afternoon. I just put another call into my computer manufacturer. They were extremely apologetic, and called and talked to a supervisor. My computer manufacturer told WorldWide TechServices to come out and fix my needs. They assured me that I would receive a call back. It’s been an hour and a half now, and no call or answer whatsoever. What a terrible customer experience and customer service on the part of WorldWide TechServices. I’m actually in contact with the computer manufacturer who is very interested in this story, as it relates to in the future, and whether WorldWide TechServices will be even considered. I hope they all lose their jobs, because they sure as hell have wasted a lot of my time.
Here’s a picture of their website. Very indicative of their work ethic. (Note the guy not fixing the laptop)
Worldwide TechServices, I can be reached (if you want to even resolve this) at (617) 855-5293.