2006-09-26 - 10:48 p.m. Here is the slightly edited transcript of a phone conversation I had earlier today. The call was to a vendor's customer service line. I've used this vendor many times and have been thoroughly pleased with the service. The service reps were friendly, knowledgable, and helpful. I would routinely call and order standard replacement parts when we were running low. Then they moved the customer service center. Over seas. Here's what happened when I called today. -Thank you for calling XYZ corporation. How may I help you? -Hi, this is Uncle Monster with ABC corporation. I need to order some supplies. -Very well, may I have your product serial number? -Yes, it's 123456789. -Very good. And what supplies do you need to order? -I need to order 2 widgets. -Is the machine giving you a message to order another widget? -No, we're just running low and with month end coming up, I don't want to run out. -I'm sorry, we can not order spare parts. -What? -We cannot order spare parts. We can only take your order if the machine is telling you to order a new widget. -We've always ordered spares before. -That policy has changed. We can only take an order if the machine says that you need to order a new one. -If I wait until it says it needs a new one, then I won't have one on hand to replace it with. I can't have the machine down for days waiting for a replacement part. -I'm very sorry, but the policy has changed and we cannot order spare parts. -(pause)Ok, now my machine is telling me to order a new widget. -Very good. How many would you like to order? -Two. -Ok, those will be shipped and should arrive in three to five business days. There is something really wrong with this planet. previous - next

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