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An experience in customer care


After some months desiring a DVR (VCR-like equipment with a high capacity hard disk) I found a Sony HDD250 for 20% of the regular price in a prestigious US store. The price was due a small scratch and a missing manual. I bought it!

Back to Brazil I downloaded the manual and installed the cables but…the remote control did not work - it was of another equipment. OK, I should have noticed that but… I was VERY frustrated.

The wrong side of customer care:

1. I wrote BestBuy. In a canned answer they suggested me to phone the store attendant or returning the equipment. They neither tried to understand my problem.

2. I talked to Sony (I have two of their “universal” remote controllers). Answer: if the code was not in the manual I could not operate the DVR. They suggested me buying a replacement control from a company that …did not sell it. In another demonstration of “customer care”, their product forum has many complaints about not being possible to manually setting the clock - and no answer. I reset the product 20 times to get the correct time.

3. I bought another “universal” remote control that did not work. The manual and their technical support directed me to a website that was not working.

Now the right side:

The store were I bought the “universal” remote control (in point 3) offered the money back (except for the credit card fee) but their manager helped me to find other items I could be changing it for. Result: I even spent some more money in other items.

Finally the champion: NoviiRemote is a program that gives your Palm fantastic remote control power. In a few hours their support answered they’d try to solve my problem! In one day I had my problem solved. EVEN BEFORE BUYING THEIR PRODUCT. I thank Novii and their support (Ksenia) to have solved my problem. Of course I bought the product!

I suggest you to know the NoviiRemote (it is fantastic to program a macro that turns on the TV set, DVR, Home Theater, Cable with a single button).

I also recommend you to understand your client problems and needs. These are business opportunities, free advertisement, and loyal customers.

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