Tuesday, October 27, 2009

Is YOUR shipping system broken?

Maybe it is and you don't know it yet. However, if I place an order with your company and it does not do certain things, you will read about it here, and on other places as well. It's my mission in this time to ensure that the processes work and that the customer does not end up paying for a misstep in your mission to provide excellent customer service.

Case in point: ClubMac/MacMall

First off, let it be well known that I LOVE MACMALL. In fact I still wear my bright yellow "CALL THE MALL" TShirt out to coffee which makes my wife cringe everytime she sees it since it's old and from a MacWorld long ago.

But, that being said, I used the Club Mac side of things to place an order for a very small part and it caused a breakdown in their system which showed the age of things, so this needs to be mentioned so that it can be fixed.

Now, to give you an idea of the timeframe here, the last time I used the billing address in question was when I lived in a town called Burlingame, CA. We're talking 2003, so roughly 6 years ago. I've placed orders in the MacMall/ClubMac system since that time using newer addresses, and even during this year 2009 have placed orders using my current billing address in Scottsdale.

The system asked me to confirm my information at the time of ordering, which I did and everything said Scottsdale. I then received an order email which my burlingame address as the Billing address.

So is my problem that the Burlingame address is in there? Yes. Did it slow up my order? Yes, in fact it put it on hold and the system never notified me that it was on hold. In fact, this is where the breakage is.

I ordered on the 26th, and was expecting a part to be delivered today the 27th. This was the shipping I paid for. Instead it should now be delivered on the 28th. They're not reducing the shipping charges, nor offering any kind of credit. That's not right.

When a shipping address and a billing address do not match, there should be something in the system that flags the order, initiates an email to the customer and asks them to call a specific department to get this resolved. This did not happen. Had I done nothing, as I was told, the order would have sat in the system as they don't have this type of an action in place. It's 2009 folks, it's time to update the shipping software or very simply run it on a MAC so that it gets done right.

I hope that MacMall takes care of this problem. When I receive my part, I will be filing a question of charges with my credit card company to bring this to their attention that charging Overnight shipping for a 2 day shipping when you have a problem with your system is NOT good customer service.

Your thoughts in the comments area please.

Michael

Posted via email from Michael's posterous

Monday, October 26, 2009

Additional IOMEGA incident info

A side note that escaped me when posting this morning and is an important one, so it's best that it is separate. Product registration. When you purchase a product & you take your time to go to the website of the product producer and register it, I believe you have every right to expect when you give them your serial number to look up that they will see all of your information and be able to expedite the shipping process etc.

(By the way, IOMEGA's California Based Shipping Warehouse closes at 1PM EASTERN TIME which is (repeat after me) LUDICROUS since the warehouse is located in California, so automatically anything you place even an expedited RMA onto will be delayed by 24 hours, and no there is no discount afforded you because you had the problem late and were not able to get through their support mechanism in time to order the replacement before 1pm Eastern Time.

The Agent working the phone with me was in shock that they closed at 1pm. He said "WHY?" Heck you're asking me Pal? I'm the customer who has to pay you for a used product to replace my defective product that was sold to me in the first place!

Oh! so back to that registration information we're going along and all of a sudden he asks me for my shipping information. I said "it's the same as my registration information". He then tells me that even though customers register, the information is not placed into a database that can be accessed by the technical support people handling the replacement of a product.

Okay, so is Mickey Mouse running IOMEGA now? NO! Why? Because he has a job at DISNEY! Come on people It's 2009!!! It's NOT 1997 or 1998. It's 2009 and you can buy apps over your iPhone that will do what this company's website will NOT do which is put into usable form customer data so that customers are actually served when they call in vs. inconvenienced.

IOMEGA needs to know that there are better products on the market and they need to be serving the public better. Especially this part of the very vocal public that will spill the beans about their crappy service to everyone on the planet who purchases computer parts, and quickly.

Angry? Not really. Disappointed? OH YEAH. Buying another IOMEGA Product? SURE about the time that horn-boy starts serving icewater in that place known as HEDOUBLE-HOCKEY-STICKS!!

Nuff Said.

Mike

Posted via email from Michael's posterous

IOMEGA...What the hell happened to your support???

Back in the early days of IOMEGA it was fun to watch the company. In fact it was fun to see the Motley Fools talk about how much the stock was going to gain so that we could all day trade it and make a fortune (I did), and know others who were with a company called MetaTools who simply (inside traded it), but that was then and the statute of limitations is probably up by now right Julie? :) LOL Yeah I kept those emails.

But back to my point, what happened to your support? To say it's downhill is an understatement. Let's go to the video tape shall we! Well no because I am not going to invest any more into this adventure other than to warn others away from these products. I am stuck with one because for now it's the only thing out there in a good looking MacMini form factor that will provide the USB and FIREWIRE ports I require.

1 Terabyte MiniMax drive. Purchased from NewEgg.com less than 4 months ago. About 2 months ago it starts not mounting completely when powering on from Windows to OSX in my MacMini. See the Mini has a split drive which allows me to run OSX in one partition and Windows in a bootcamp partition. That all works flawlessly. So I bought the MiniMax to add some additional USB/Firewire functionality to the computer system. It worked great for about 2 weeks, then started not mounting completely. I did some drive repairs with no problems.

Time passes, I make backups to the drive, kept it fairly full and all of a sudden the drive verify fails the other day and says backup and reformat the drive. So I did that. Restored data to the drive (thank goodness did not delete that stuff), and today the drive sounded like there was a collection of hamsters holding race day inside it. No fan in this unit (whoever designed it that way should leave the planet as this sucker gets HOT). So I call Iomega. Am told on the phone even though the drive is under warranty to do a 1on1chat with an agent and he'll help out and this is my quickest solution.

4 Months of stability for a hard drive (SEAGATE 1TB is pretty SAD. It's gotta be an issue with heat doing in the drive that quickly)

The agent typing was the slowest typer on the planet. My mom can type faster than that and she does not even type. She can write faster than that and she's not doing well in the writing areas. But wait!!! The best part is yet to come. Cost to replace the drive is $40.00. Okay, I guess paying $40.00 for your defective drive unit is ok...not really, but okay and I am going to get a brand-new-unit right? NO SIR. YOU'RE GOING TO GET A REFURBISHED UNIT.

HUH????? What happened to sending out new product to replace defective product? Where's the service? And since when does UPS Charge to create a prepaid shipping bill? Hello?

IOMEGA used to provide top-notch support for its products. I for one after having owned many of them am in the process of throwing out every IOMEGA product that I own and will only keep the MiniMax when it comes in after I have opened it up and installed a fan into it so that it does not fry the eggs off my Mac Mini anymore.

BEWARE when shopping and when dealing with returns that you are being provided NEW Product, not used garbage when a company charges you for anything.

IOMEGA treat EVERY customer like they have twitter because some of us do, and we do know how to use it.

Michael Murdock, CEO
DocMurdock.com
ceo@docmurdock.com

Posted via email from Michael's posterous

Friday, October 23, 2009

Thanks for following my postings

To All those who sign up to follow the rantings of mine over technology or whatever else happens to pop into my viewfinder, thanks. It's great to know that some of this appeals or at least amuses you. When you have time drop over to www.docmurdock.com to learn more about who you're tailgating and obviously if you ever have questions or simply wish to ask for help with something, I can always be reached through but not abused through doc@docmurdock.com Yes I do answer my own emails even though I sift through literally hundreds of them daily.

Welcome to the new age of introductions. My name is Michael Murdock, formerly PIXAR's MAC Guy from 1991-1997, credited in Toy Story and you've just stepped onto the roller coaster of technology ZEN.

Oh! that reminds me, make sure to check out the Zen of Technology show on facebook as well as www.thewinonline.com

Lastly if ANYONE out there wants a YEAR of One on One Mac support from me personally, yes that's 1 year's worth of Mac Support contact me and we'll work out the details of that. Just know that it will include the purchase of a 17" MacbookPro, specifications to be provided before we engage in our workings together. And this offer is only for 1 individual. This person will be someone who is either local to Scottsdale, or visits here from time to time, or someone distant to wants to work via screen sharing on projects and needs a professional to guide them through personalized instruction and they don't wish to settle for time at a crowded Genius Bar at an Apple Store, or they need help when those resources are not available. I assure you I have in my time on the Mac (since 1984) forgotten more than most others have ever learned about this computer system and how it operates. I am well worth the investment you'll be making, and you'll benefit exponentially from this experience for years to come.

Chat with you all soon!

MM

Posted via email from Michael's posterous