iPhones and Driveways do not mix!

Saturday morning…7AM…I was standing in my driveway waiting for the carpool to Air National Guard training. I looked at my watch…running a little late. That’s when it happened…I pulled out my iPhone to check my email (as I do 100 times a day) and it slipped right out of my hand. In complete shock, I watched as my prized communication device came crashing down glass side first to the driveway. My screen was shattered and I screamed like a girl. Why had I not bought that protective cover?!?

Step one: call the company that sold it to me. With my fingers crossed I asked about the warranty. Of-friggin’-course…no warranty! They didn’t even offer one! So, calmly I asked what my options were. I was told I could send it in for repair ($200) or buy a new one ($600). I only paid $99 for the thing! Calmness was going out the window. We pay good money for cell service and I was getting sub-par service. Not good. I mean…VERY NOT GOOD!!!

Step two: GOOGLE.COM!!! (What would you have done for step two? Yep…you would Google it too!) Then…all of a sudden…my lack of calmness turned to a ray of hope. Why? Because this apparently is a common problem for the butter-fingered-iPhoners of the world. So, Google and eBay to the rescue baby!!! After a couple of clicks my new parts are en route. Now, while I am thrilled to have a cheaper repair option – this makes me even more disappointed with the customer-no-service I had received from the phone company.

All of this got me thinking about my role as tech support specialist. Do I perform my job like the guy at the phone company? I surely hope not. When a customer calls me and has an issue with their mail server, they feel just as panicked as I did when I called the phone company about my iPhone. However, there is a major difference between the two scenarios. Whereas the phone guy just snuffs it off, reads his script, and makes every effort to get more money from me…my job is to fix the customer’s IMail Server at all costs…ensure that it is working soundly and explain what happened. All of this really makes me wonder what has happened to customer service these days. I guess some of the mega corporations believe they will have your business despite their poor customer service. There are a number of reasons driving the fact that we have come to expect and are willing to accept poor customer service. But, the fact is that we, as consumers, deserve more than that. And frankly…I can do something about it!

When you call IMail Technical Support, you are going to get a person that is deeply concerned with SOLVING your problem – not dodging it or pushing blame elsewhere. It doesn’t matter if it is a simple configuration issue, a bug, or an issue on your network. We will ensure that you have all the tools you need to completely solve the problem. We are dedicated to our customers and you are our top priority.

BTW – you can follow me on Twitter @IMailTech to stay dialed into all that is happening in the TS world or to get a helpful IMail related tech tip.