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View Full Version : Slightly OT - Would you call a Helpdesk that charges?



Kame
06-06-2003, 11:49 AM
After 3 years my fax machine decided to throw a fit with paper jams (Brother MFC7400C), so I thought it was a good time to get it checked out, I thought I'd ring Brother about the problem and see where I could go to get it fixed. I looked at their phone number, a 0900 number and thought that's strange, they may charge for the call but then I thought they wouldn't do that would they?

So I dialled the number and straight away an answering message comes up stating that for every minute I'll be charged $1.99, instantly I put down the phone, hopefully I won't be charged for hearing the first few words the answering message said, because there was no way of telling it was going to charge unless I had called it.

I'm sure not going to pay for a call just to know where to get my fax fixed. So I thought I'd call the place I bought the fax from, after telling them it's not covered by warranty, they gave me a place a phone number and that was all, no charge, for free. Would surely have been less than 2 minutes.

I could have just posted on here and know that someone would know of a good place to get faxes repaired.

I really think that buying a product and then not getting free help when problems occur would defer a lot of people. If my fax machine was still under warranty, no doubt I'd ask for compensation for the cost of the call using Comsumer Guarantee Act or even Fair Trading Act.

metla
06-06-2003, 11:54 AM
If that was me i would surely never buy another piece of equipment under that brand.A couple nasty letters wouldnt hurt either.

Of course,im the type of guy who destroyed his printer upon finding out the cost of replacement cartridges........

argus
06-06-2003, 12:20 PM
Epson does this too, curse them! (or did when I last tried to get help on my partner's behalf - my Epson printer, being a very basic model, has only once needed help). Maybe it's a disease of printer-makers.

As far as a name for an unhelpful service-desk goes, there was one run by Dogbert in the "Dilbert" strip. He called it the "No-Help-Whatsoever desk," and remarked "I''m helping people accept the things they cannot change."

Argus

Chilling_Silently
06-06-2003, 12:51 PM
ZFree and the likes made their $$ from calling Computer helpdesks...

But yes, you could have had a better experience..

Dolby Digital
06-06-2003, 12:59 PM
>>As far as a name for an unhelpful service-desk goes, there was one run by Dogbert in the "Dilbert" strip. He called it the "No-Help-Whatsoever desk," and remarked "I''m helping people accept the things they cannot change."
Classic!! I wonder if I could setup a 0900 number for that :D

Graham L
06-06-2003, 02:02 PM
Watch the copyright. :D

The trouble with the Dilbert stuff is that it is meant to be funny, as a satire on business "methods". You can't satirise things which are as crazy as the business world. Just about everything Adams has presented as satire has turned out to be fact.

Kame
06-06-2003, 02:10 PM
I just think that this type of method would lose a customer relationship with that brand. I know how hard it is explaining computer problems and how to fix it over the phone but imagine that those type of helpdesk charged, you could be there talking for a long time and still not get it done, in the end it may work out cheaper to have had a tech come in and fix it (maybe).

In this case I didn't have to ring Brother to find out where to fix it, although Brother may have specialists who do this and it would have seem better this way. Problem is, it's going to cost me a bit to have the ______ (insert as many curse words you like) thing fixed.

Aren't we glad that PressF1 doesn't charge... aye? what's that? you are going to charge us? If this was the case where's the next free help forum?

sharrow
06-06-2003, 06:28 PM
If you look in the yellow pages you get a 0800 number for Brother. They also have a very prominent and free helpdesk email address on there web page.

Southern_Man
07-06-2003, 05:57 PM
I have a Brother Home Fax V3 and on the check list page it gives the Brother Help Desk phone # as 0800 111 329

I have always had the upmost helpful advice from Brother, who show great patience to an old codger like me

Regards,
Walter

agent
07-06-2003, 06:14 PM
> ZFree and the likes made their $$ from calling Computer helpdesks

Perhaps, but when I had trouble with FreeNet over an expired credit card which had been replaced with exactly the same number (and yet they still didn't accept it for some reason)... I just called Compass Communications urgent fault report line ]:)

Kame
10-06-2003, 12:46 PM
Must not let my keyboard do the walking then?

The time it would have taken me to find it in a phonebook I had found it off their website, an 0900 number. Maybe I should use the yellowpages online next time but why have a charging number and a toll free number and why isn't it on their site?