An On-Line Journal
by Paul Buceta

2004 11 17 - Anticipating a Problem...

I shop at this this technology store rather often. As a matter of fact, over the last two years I have dropped over $12,000.00 on all kinds of goodies.
Ok, I'll admit I have a gadget addiction - See, that's already the first step in the cure.

Anyhow, this same place is also rather infamous at pushing their "Extended Warranty". Something which I only consider on bigger purchase items, such as one $5,000.00 High Definition video camera pictured below.

A few weeks ago, the on/off button popped off the camera. This is not a real big deal as I could have held it in place with a bit of tape but after spending a few hundred dollars on their Extended Warranty I figured I best make use of this.
So I take in the camera (something I'm very hesitant to do as it's so damn expensive) and leave it with a girl that didn't really seem to know what she was doing.
She told me that to replace the switch will take 4 to 6 weeks.
All she really had to do was walk over to one of the other cameras and swap switches - Then send THAT one in for repair.
After all, I spent a few hundred dollars for exactly that kind of treatment.
I reluctantly left it with her and prayed everything work out.

Fast forward 3 weeks.

I call the place and no one could tell me the status of the repair. They CAN however tell me that they will know in one more week. To me, this smacks of, "I don't care what the status of your unit is - How dare you call one week before we told you it would be ready!"

The sad thing is I could have EASILY fixed it myself. However, their skilled repair people MUST take no less than 4 weeks - FINE!

Fast forward another week.

It's now the 16th of November (exactly 4 weeks since drop off).
I call again and spoke with a gentleman that genuinely seemed to want to help. He informed me that the status of the unit is "In Transit" which he explained, meant it should arrive in no more than two days and that I should call back then.
This pleased me - finally someone helpful and sincere.

Fast forward 2 days - present.

I just got off the phone with some goon that told me my item was at the depot and someone would call me when it arrives.
AHA.. I caught you in a lie bucko!
So I say's to him, "That's really strange because two days ago ##### told me it was In Transit - How is this possible?"
"He probably doesn't know how to use the system", was his response.

So now I'm in the dilemma of going down to the store and wasting everyone's time (including mine) for no possible gain OR writing a very strongly worded letter to their corporate head office and waste someone else's time who also doesn't care.

I think what I might do is go in and start talking with a couple of sales guys about wanting to buy 10 computers for my company, 5 plasma TVs and a whole bunch of other goodies. Hell, I'll even get them to call their manager over to haggle the price for a while - And don't forget the "Extended Warrantee" on everything - That's a MUST HAVE!

So then, after wasting their time for a few good hours, I'll tell them I'm at "The Depot" and don't know when I'll be "In Transit"

"But don't worry, I'll call you when I'm ready to buy".

continued... five hours later