Quote:
Originally Posted by jswinden
It is hard to tell. I suspect either there is something wrong with the so-called demo units, which I doubt, or Sony CS is confused, which is highly likely. CS reps are not the brightest people. That is why they are scripted. And part of the script at some point is "to hell with it, just replace the darn thing"!
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I agree in for the most part. My career has been spent largely in running customer support organizations, although more focused on enterprise businesses and "higher touch" operations. That's given me a view into many call centers and the entire offshore strategy. The consumer side of things is definitely about as low as you can go on the pecking order and is typically used as the "feeder" operation, resulting in perpetual lack of knowledge and expertise. They are also typically the last group to really know what is going on, but most companies do not jump to a replacement approach as the first step. It's just too costly to do that with a very low margin product. Either way, my current reader is working just fine and providing me with just what I want in a reader.