The following is a transcript of a typical phone call we get in our business
from a customer. The same customer's experience, calling the manufacturer with
the same problem is documented to the right.
|
Lyons Support Experience
|
Famous Company Support Experience |
| Customer: |
Hi, this is Hank Smith. I have a Blue Screen of Death on my
computer |
| Lyons: |
I'm sorry about your problem, Mr. Smith. Let me get Vic,
your rep. to help you. |
| Vic: |
Hank, this Blue Screen of Death you are seeing is on your
desktop in your office or the laptop in your kitchen? When did
the problem start? |
| Hank: |
Actually Vic, this is on a different computer I bought
somewhere else. It is a desktop. It says unmountable boot
volume. I don't want to lose my data. |
| Vic: |
No problem, Hank. Seems to me like your hard drive has
crashed; we can repair it 99% of the times. What is a good time
to send a technician? We can do it this afternoon or tomorrow
morning. If you are coming downtown, you can bring it to us, and
get it back at the end of the day. |
| Hank: |
Without the computer, I am down Vic. Is it cheaper if
I bring my machine to you? |
| Vic: |
Yes, it cheaper and faster, because we have lots of tools in
the shop, that you won't have at your location. |
| Hank: |
I will bring it in shortly Vic. Thank You. |
| |
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| Customer: |
I need help. My computer has crashed with a Blue Screen |
| Company: |
Please enjoy our music while we help other customers |
| Customer: |
(Patiently Waits) |
| Rep: |
So I can pull up your account, can I get your first name,
last name, address, city, zipcode, phone number and email
address? |
| Customer: |
(Provides) |
| Rep: |
Also an alternate phone number |
| Customer: |
(Provides) |
| Rep: |
What is the serial number of the computer you are calling
about |
| Customer: |
(Provides) |
| Rep: |
Where did you buy it? When did you buy it? Do you have a
store receipt, so I can verify the warranty information? We will
not be able to help you if it is out of warranty. |
| Customer: |
(Provides) |
| Rep: |
What is the problem are you having? |
| Customer: |
I need help. My computer has crashed with a Blue Screen |
| Rep: |
Did you recently install any hardware or software? |
| Customer: |
(Frustrated). No, everything was fine till yesterday. |
| Rep: |
Before we dispatch a technician, let us try something.
Please connect the computer to the power outlet and turn on.
Press F8 Key as you start. |
| Customer: |
I told you, I did all that. All I get is Blue Screen. I
cannot even go to Safe Mode.
|
| Rep: |
Please wait till I get an advanced technician to help you. |
| Advanced Technician: |
What is the problem are you having? |
| Customer: |
(Repeats the case history) |
| Rep: |
Please connect the computer to the power outlet and turn on.
Press F8 Key as you start. |
| |
....... |
|
Well, you get the idea.
Please call us if you need prompt service, fast turnarounds and accurate
diagnosis.
Please DO NOT CALL us asking for FREE SUPPORT. We are a professional services
company and we charge for everything we do.
About Lyons Computers 
