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

Tweets

Venkatesh Rao

@vgr

This is my conversational account. For my work follow @ribbonfarm, @breaking_smart, @artofgig. Tweets are 90% vacuous views, apathetically held. Mediocritopian.

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.

      4 replies 3 retweets 61 likes
      Show this thread
    2. 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.

      4 replies 0 retweets 10 likes
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    3. 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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      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.

      8:31 AM - 11 Apr 2020
      • 3 Likes
      • Phil Wolff (@🚘) Divia Eden
      1 reply 0 retweets 3 likes
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        2. 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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        3. 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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