From The Horse’s Mouth

As I’ve noted before, the BBB is my friend and not yours.  Rather than recall in my usual fashion my latest interaction with a moron who decided to go to the BBB, why don’t you just read my adaptation of his complaint and my response?

Regarding our first meeting with Mr. Ornery, he brought us a CD-R on X date, requesting that we recover his emails from the backup files on the disc.  1 Week later (not 3, per his claim… see attached photocopies with his signatures), Mr. Ornery was given a 2nd CD-R with the data recovered, in addition to the first CD-R.  The data recovered was saved in two different formats to minimize difficulties: a straight .txt format and in the data file format used by Eudora, which is easily imported into any modern email client that I know of.

The following week, Mr. Ornery called to inform us that he was having problems with the CD-R that we had provided and was unable to retrieve his email.  While going over this issue on the phone with him and owing to interactiosn that followed, it has since become painfully evident that Mr. Ornery has very little grasp of computers or any real knack for using them.
The following Friday, Mr. Ornery returned, computer in hand, along with both CD-Rs.  At this point, one of our technicians loaded the emails directly into Mr. Ornery’s email program.  Because of the confusion, when Mr. Ornery came into the store a week later to pick up his computer, The Assistant Manager went over the emails with him and saw to it that Mr. Ornery was satisfied before he paid and left with his computer.

On the Monday after Mr. Ornery picked up his computer, he called The Computer Store to inform me that he was unhappy  with some piece of the email retrieval that had been done for his computer, for reasons that have never been entirely clear.  Because of this dissatisfaction, The Assistant Manager offered to attempt to figure out what Mr. Ornery’s problem actually was and try to fix it.  However, even in light of this offer, Mr. Ornery was willing neither to bring his computer back to the shop nor explain the nature of his complaints, even going so far as to resort to the storied line, “Y’all already know what’s wrong an’ ain’t fixin’ it.”  Even so, in an effort to ascertain the nature of Mr. Ornery’s complaints, The Assistant Manager went so far as to contact Mr. Ornery’s ISP and make inquiries as to how the customer might be helped.  In the end, however, it was the conclusion of the staff of The Computer Store that Mr. Ornery’s problems were chiefly with his inability to use his computer and his unwillingness to return for help.  Even so, when The Assistant Manager went on vacation, he left instructions that should Mr. Ornery call, he be encouraged to return to The Computer Store in order that he could be educated and in person and any outstanding issues could be explained and resolved.

While The Assistant Manager was on vacation, Mr. Ornery did, in fact, contact The Computer Store and was directed to Jason, The Store Manager.  Jason informed Mr. Ornery that he should bring his computer in upon The Assistant Manager’s return, which was scheduled to be within the week.  Mr. Ornery refused, insisting that the staff at The Computer Store and the Assistant Manager in particular hadn’t done “a damned thing to help him” and that he wanted his money back.  When Mr. Ornery was informed that it is not the policy of The Computer Store to give refunds for services successfully rendered.  Further, Mr. Ornery was told that he was welcome to come in to The Computer Store at any time for a demonstration of where the solution to his problems lay.  Instead, Mr. Ornery insulted Jason and threatened to contact the Better Business Bureau with his version of events, which he has since done.

~ by assistantmanager on August 9, 2007.