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Anonymous
Konstanze Hollingsworth
2 years, 24 weeks and 3 days
After being a Xerox customer for over 30 years, we have usually had wonderful service and pleasant phone conversations when we needed to call for assistance. Today was the first time ever that I had RUDE service!!!! I was shocked when the technician constantly interrupted me, then told me that "we are a business and run it like a business...just because you want something doesn't mean you will get it!" I began to speak again and she interrupted yet again. I then said, I have listened to you without interrupting you and I would like the same from - she interrupted me before I could finish. She raised her voice saying she "NEVER" interrupted me. I said you just did and she began to repeat that Xerox is a business. This time I interrupted her and said that the solution presented, even though I took it (from the metered supplies department, who also did not listen when he said he would transfer me to Tech Support and I told him that that department had transferred me to him - he transferred me anyway), was going to create a hardship for us. I was trying to find some other solution/option.
Based on a couple of times over the years when we have had critical, time constraints coincide with a Xerox problem, Xerox had been able to send a technician and they had carried spare parts that helped us. One even brought toner (several years ago). The woman in tech support said Technicians are just that, and they don't carry supplies. I tried to explain that I was looking for options but she continued to cut me off. Suddenly, she said, even if I could get a technician to come to you, it would not be tomorrow and besides, the system will not let me schedule one for you. She said she was going to find out why and placed me on hold. I hung up and called a Canon representative I know. He will be coming to meet with my husband and me tomorrow. While that will not solve our immediate problem, which began because the toner cartridge I ordered in January and just tried to use today does not fit (the first time in 30 years I have had this problem), I was extremely disappointed in the customer service provided in both my first and second discussions with tech support. Other than not being "heard" by the man in metered supplies, at least he was polite. I am very disappointed in Xerox customer service! A little change in the tone of her voice, a simple statement such as "I wish I could figure out a way to help..." or even, "since it is after 5 here, and I can't seem to find a better solution for you, would you call tomorrow no later than **** to see if we can redirect a technician who might be able to figure out what is wrong with the toner cartridge and fix it for you" would have mollified me. Instead, I am angry and disappointed with Xerox customer service.
Konstanze HollingsworthAnonymous
Fred Fortier
2 years, 17 weeks and 6 days
Your encounter with the "Rude" service technician was one of the several reasons Xerox lost it's position in the American business world. I was with the "Big X" in its heyday from 1966 to 1983. Left for reasons similar to the same apathy at the Corporate level. Of which, the original corporate founders had retired or passed away. I felt there was an unacceptable attitude from corporate leaders towards field sales and service staff along with it's customers.