JEER: PSI

[JohnGreco]

My apologies if this rings a bell, I re-worked the content to fit the forum guidelines.

I had made a PSI fountain pen kit (Classic Elite 2) and a potential customer asked about changing the nib to Extra Fine. I called PSI to find out info about the nib (I have since learned TONS about nibs!) and was asking about changing this out. They told me they only carry Bold tips, which I already knew. I asked to speak to their specialist (I had been told during their off-hours they had a fountain pen specialist).

They transferred me to a guy who answered the phone as "Tech Support". When I started to ask him for the specs of the nib he replied "How should I know?" Literally. His exact words. I said Well since you answered the phone as tech support, do you think you could find some technical documentation on this? He said he might be able to, but it would take "a really really long time" and suggested I call him back in a few hours.

I had the impression he wouldn't have the info when I called back and was surprised he didn't offer to call me when he found it.

It's a shame, because I've had phenomenal customer service from PSI in the past and have gone so far as to write them to tell them about those experiences. I really like some of their kits, but think I'm going to be transitioning my business elsewhere.

 

[wolftat]

I would suggest you call them back and ask to speak with Mr. Ed Levy and relate this experience to him.

 

[maxwell_smart007]

Sounds like they may have transferred you to the wrong tech guy!

Neil has good advice, but before you do that, I would also encourage you to call tech support back and see if he did drag up the info - he might surprise you!

 

[CatSmasher]

I disagree - If a support person used the phrase "How should I know?" to me when asking a legitimate question, I would not call back for any reason. I would let the management know what I thought then never do business with them again.

 

[studioso]

tech support is generaaly in charge of IT. I'm assuming that's the guy you call if you are having trouble with their web-site.
basically, the wrong person answered the phone. happens!

 

[raar25]

JEER PSI Customer sevice and shipping and receiveing aint what it use to be. I only wish woodcraft wasn't so expensive.

 

[76winger]

I work in an IT support center for a medium sized corporation. and if I or one of my fellow team members answered that way it'd be a quick ticket to the manger for re-evaluation of our job responsibilities. That kind of a response to a customer elicits just the emotions already expressed above. It leaves the customer with a bad impression of the company and shows you don't care about the customer your being paid to help!

I think if I were given that response I would want to know the name of person I'm talking to (so I could write it down), then I ask to be transferred to someone who can help me (since I was obviously connected with the wrong person). If no one else is available to help, then it would be time to ask for a manager, one to attempt to get the help I asked for as well as to report the incident with the tech support person with a not-so supportive attitude.

It's sad to see so many reports like this from a company that I believe has some really nice products. It's been reported here these forums so often, that if I were running the company, it would be time to reconsider the leadership of the customer support area for the sake moving the company forward. Any smart business person should know it's considerably cheaper to maintain current happy customers than to constantly seek out knew ones. I hope they figure this out before it's too late.

 

[Richard Gibson]

Maybe it's a Southern thing but That answer from ANY employee to ANY customer for ANY question would be a ticket out the door. That person needs to be flipping burgers somewhere instead of interacting with customers.