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vgr's profile
Venkatesh Rao
Venkatesh Rao
Venkatesh Rao
@vgr

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Venkatesh Rao

@vgr

Conversational account. For work follow @ribbonfarm, @breaking_smart, @artofgig. Tweets are 90% vacuous views, apathetically held. Mediocritopian. IKEA builder.

Los Angeles, CA
venkateshrao.com
Joined August 2007

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    1. Venkatesh Rao‏ @vgr Apr 11
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      When call wait times are in the hours and your phone support staff are working shorter hours, making customers call to cancel things or request refunds within refund periods is basically theft.

      3 replies 3 retweets 58 likes
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      Venkatesh Rao‏ @vgr Apr 11
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      In 2000, I was buying a Dell laptop and 2 things went wrong at once: the laptop was faulty, and they shipped it to Japan by accident so it took 2 weeks to get to me. By the time I got it and encountered the fault, it was past 15 day return period and they refused to take it back.

      8:28 AM - 11 Apr 2020
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      4 replies 0 retweets 10 likes
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        2. Venkatesh Rao‏ @vgr Apr 11
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          It was a mitigatable problem (a chip on the motherboard had a tendency to come unseated in that model, and you had to push down on a part of the keyboard to reseat it) but not repairable, since it was a design flaw. And not covered under warranty either.

          3 replies 0 retweets 5 likes
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        3. Venkatesh Rao‏ @vgr Apr 11
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          So fortunately, I just had a crappy experience for a couple of years. I never bought a Dell laptop again, though I did buy a Dell desktop (my last one) in 2008.

          1 reply 0 retweets 3 likes
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        4. Venkatesh Rao‏ @vgr Apr 11
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          But the experience sensitized me to the effects of things like customer service response times. Right now, a lot of people are going to be giving up on waiting on hold for things and just eating the costs of a lot of shit they don't want.

          1 reply 0 retweets 9 likes
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        5. Venkatesh Rao‏ @vgr Apr 11
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          I actually kinda prefer "all sales are final/no refund" type policies. At least you know what you're getting into instead of "60 day return policy" that's really "if you're willing to endure 20 minutes on an ooga-booga website to find a number and then wait on hold for 3 hours"

          1 reply 0 retweets 10 likes
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        6. End of conversation
        1. New conversation
        2. Very Tired Shop Owner‏ @NewEricHoffer Apr 11
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          Replying to @vgr

          You didn't just charge it back on the card? Warranty periods are supposed to begin when the customer is given control of the product. Unless you handled the shipping logistics, you were due a refund

          1 reply 0 retweets 0 likes
        3. Venkatesh Rao‏ @vgr Apr 11
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          Replying to @NewEricHoffer

          this was not covered under warranty, and the return policy started with date of purchase, not date of shipment arrival

          1 reply 0 retweets 0 likes
        4. Show replies
        1. David o'Bedlam‏ @David_o_Bedlam Apr 11
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          Replying to @vgr

          My iMac's HD quit at the beginning of February, and due to a lot of delays and various complexities, I panicked & mistakenly got an underpowered replacement the day the lockdowns went in force. I can't refund/replace until a general startup begins. It's an extra layer of hell.

          0 replies 1 retweet 2 likes
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        1. hashtagtacos  🌮‏ @VicVijayakumar Apr 11
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          Replying to @vgr

          That is so awful. Counter example: I bought an Apple product way way back in Jan 2020. Took it back, they said you can’t return this after 14 days, I said it took 6 of those to even get to me! And...they were good humans and said oops here’s your refund.

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