A couple of months back, I needed to send in my monitor to have it’s DVI fixed. Analog worked fine… just not the digital. 3-4 days to get there + 1-2 to get processed + 10-15 days “in repair” + 3-4 days back. Suddenly you’ve added up to almost a month
When the monitor got home (via Chicago) I was excited to be back up and running. Got everything unpacked… ready to rock… and… nothing. They hadn’t fixed anything. Turned out they’d accidentally written down that my problem was the monitor wasn’t able to power on. So, when it finally did get “in repair” they plugged it in, concluded I was an idiot, and shipped it back.
That stinks. A month without it and all I can do is wait on the phone (again) to figure out what needs to happen (again). Ship it back (again). Wait (again). Finally, two months later, they shipped a brand new monitor that couldn’t possibly have trouble. Oops, they shipped me a different (and inferior) model. This one doesn’t even have a DVI hookup…
And… repeat.
This is exactly why Nextpoint believes in making highly knowledgeable support 100% accessible. Not only is every single person in the company completely capable of answering support questions… every single person in the company is available to answer your questions. Have a highly technical question that would best be asked of one of Nextpoint’s engineers – not a problem, we’ll put you in direct contact.
How would my monitor situation have been handled by Nextpoint? Most likely we wouldn’t have written down the wrong issue in the first place. Worst case though, we would have unpacked the monitor and noticed that we could power it on – you would then have been contacted to get to the bottom of things and we’d have it taken care of – end of story
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