BFG customer support....clueless?

[Atech]

I have purchased a BGF GTX285.
I then registered it for support, figuring that a company for "gamers" would be able to handle that without a proble, I guess I was wrong:

I have purchased a BGF GTX285.
I then registered it for support, figuring that a company for "gamers" would be able to handle that without a proble, I guess I was wrong, first I send them this email:
Henrik Lønbjerg Jensen <xxx@fullrate.dk> wrote:
> Full name: Henrik Lønbjerg Jensen (Henrik Jensen) Full adress:
> xxxxxxxxxxxxx 2920 Charlottenlund, Denmark
> Phone: 4212xxxx
> Place of purchase: http://www.shg.dk
> Email used af BFG: xxx@fullrate.dk
>
> -----Original Message-----
> From: salg@shg.dk [mailto:salg@shg.dk]
> Sent: 29. april 2009 12:16
> To: Henrik Lønbjerg Jensen
> Subject: Ordrebekræftelse fra shg.dk (1421859)
> Importance: High
>
> Til Fullrate A/S, att.: Henrik Lønbjerg Jensen
>
> For god ordens skyld kan vi hermed bekræfte, at din ordre 1421859 er
> pakket og afsendes i dag d. 29.04.09.
>
> Din ordre 1421859 består af:
>
> Varenr Vare Navn Antal Pris
> Beløb
> ---------- ---------------------------------------- ----- ---------
*SNIP none BFG hardware*
> 2146696 BFG BFGRGTX2851024OCE, 1GB GDDR3,PCI-E 1 2.316,00
*SNIP none BFG hardware*
> (Varepriser excl. moms)
> 19.596,08
>
> Ordretotal inkl. moms: DKK 24.495,10
>
> Betaling: Dankort trækning foretaget
> Levering: General Logistics Systems
>
>
> LEVERINGSADRESSE:
> Fullrate A/S, att.: Henrik Lønbjerg Jensen Jemtelandsgade 1 2300
> København S
>
>
>
> Dit Track & Trace nummer sendes automatisk ca. kl. 22.00, hvorefter du
> kan spore pakken på www.post.dk.
>
>
> Med venlig hilsen
> shg.dk A/S
> CVR nr. 31 59 25 69
> Michael Drewsens Vej 22
> 8270 Højbjerg
>
> Support: kl. 10:00 til 17:00 : Tlf. +45 7070 1212
> Bogholderi: kl. 08:00 til 15:00 : Tlf. +45 7070 1212
>
> Homepage: http://www.shg.dk

I then get this email back:

From: BFG Warranty [mailto:warranty@bfgfixx.com]
Sent: 25. maj 2009 21:28
To: Henrik Lønbjerg Jensen
Subject: [Ticket#: 20717189] Atech aka xxx@fullrate.dk (FW: Ordrebekræftel [...]
Henrik Lønbjerg Jensen,
I need the place where you purchase your product from.

Thank you,
Keaira B
BFG Support

My reply:

From: Henrik Lønbjerg Jensen
Sent: 26. maj 2009 07:16
To: 'BFG Warranty'
Subject: RE: [Ticket#: 20717189] Atech aka xxx@fullrate.dk (FW: Ordrebekræftel [...]
You didn't read the email?
I quote from my original email:
"> Place of purchase: http://www.shg.dk"
And inform you that this mail is getting posted at [H]ardOCP's forum, as I wonder of BFG's competence now.

Is this normal?
I thought BGF was supposed to be "da shit"...but when they fail to read "place of purchase"...I have my doubts.

 

[haadij404]

yes bfg support is terrible because one person missed your place of purchase.

 

[Atech]

yes bfg support is terrible because one person missed your place of purchase.

It's their standard form...if you fail you own procedures...I begin to have my doubts..and I dind't write "terrible"...I wrote clueless...FTL.

 

[Nenu]

Give the guy a chance, he may come through for you.
I've often had to bite my lip (with other suppliers) and just see what happens and most of the time it works out well.
Everyone can have a bad day.

 

[Atech]

Give the guy a chance, he may come through for you.
I've often had to bite my lip (with other suppliers) and just see what happens and most of the time it works out well.
Everyone can have a bad day.

Keaira is a male name?

 

[SLiGuy]

Keaira is a male name?

The name and/or gender of the person addressing your issue is completely irrelevant to this topic.

 

[Zero82z]

I think you're overreacting just a little. Just because the CS rep missed one part of your e-mail doesn't mean that she's incompetent.

 

[dystopic]

Keaira is a male name?

Nenu may not have been paying attention. or he may have been making a joke. in either regard i have no idea if Keaira is a male, female, or gender-neutral name.

i think you were a little rash when you said "this mail is getting posted at [H]ardOCP's forum, as I wonder of BFG's competence now." it was a pretty small mistake, and it's not like he or she showed repeated incompetence or refused to help you. anyone who's worked in customer service can tell you that it's mind-numbing, and there's very little BFG can do as a company to change that (..."your call will be answered when we're done with this round of beers" ).

the best way to receive good customer service is to be a good customer yourself - i.e., not a douchebag (or a milder version thereof).

 

[Atech]

I think you're overreacting just a little. Just because the CS rep missed one part of your e-mail doesn't mean that she's incompetent.

It's a standard form THEY made...how hard can it be?

Nenu may not have been paying attention. or he may have been making a joke. in either regard i have no idea if Keaira is a male, female, or gender-neutral name.

i think you were a little rash when you said "this mail is getting posted at [H]ardOCP's forum, as I wonder of BFG's competence now." it was a pretty small mistake, and it's not like he or she showed repeated incompetence or refused to help you. anyone who's worked in customer service can tell you that it's mind-numbing, and there's very little BFG can do as a company to change that (..."your call will be answered when we're done with this round of beers" ).

the best way to receive good customer service is to be a good customer yourself - i.e., not a douchebag (or a milder version thereof).

There are degrees of fail...faling to read clear-text, in a format you defined and see all the time makes me doubt in the companys employees....and thus the company.

 

[htphm42]

It's a standard form THEY made...how hard can it be?



There are degrees of fail...faling to read clear-text, in a format you defined and see all the time makes me doubt in the companys employees....and thus the company.

You clearly have never worked in a customer service call center before. The job is pretty mundane and missing simple info like this is usual. Seriously, why are you posting this? To rag on BFG because they slightly inconvenience you? Give me a break.

 

[Atech]

You clearly have never worked in a customer service call center before.

Not true...

The job is pretty mundane and missing simple info like this is usual.

The bar must be set much lower in the US than DK then...

Seriously, why are you posting this? To rag on BFG because they slightly inconvenience you? Give me a break.

Because I am used to better service...and if a company drums up the "image" that they are for gamers and know their shit...it's worse to fail, than a Joe public sompany...they raised the bar...and failed.

 

[Mr. Stryker]

I think you need to calm down. You're making a big deal out of it.

 

[Atech]

I think you need to calm down. You're making a big deal out of it.

I hate repeating myself and I expected more..oh well, last time I have bought BFG.

 

[Blazestorm]

It's really hard not to laugh...
You're not buying BFG again because a customer support rep made one small mistake...

What what does being a "gaming" company have anything to do with reading email's "thoroughly" ? How do those connect... at all... ?

 

[Nenu]

I hate repeating myself and I expected more..oh well, last time I have bought BFG.

lol, you'll be going through all the companies pretty quick.
I guess you're not cut out to own things.

 

[lsclincoln]

Ive dealt with BFG support several times and had awesome results.

 

[phide]

I hate repeating myself and I expected more..oh well, last time I have bought BFG.

I'd imagine BFG's going to be juuuusssst fine with that. After all, they won't have to endure any more of your nonsense if you aren't going to be buying any of their products, right? That's a God damn blessing as far as I'm concerned.

I'd guess that BFG'll be throwing some sort of celebratory party over this.