I had a very unpleasant phone conversation with a customer using our G202 drives. What made it bad was it was the last call of the day before I had to go in for some minor surgery. Doctors, hospitals and procedures freak me out; I just don't deal well with that kind of stuff.
This guy calls up and says all four of his G202s have crapped-out on his machine simultaneously, he is losing work, contracts and he may be sued for breach of contract.
He says he has heard G202s are crap on the internet and has talked to two people personally that attest to G202s being crap.
I'm listening to him on the phone, I feel his panic and fear as his machine is down and I'm thinking my face being carved on by a surgeon in half an hour. I'm feel his his concern about his machine being made right. Talk about divided and disparate attention.:-)
So he says, "Send me 5 G201s right now; everyone says G202 are crap and I need them to replace the crap G202s!". I say "Send back the G202s that don't seem to be working for you so that we may see if there is anything wrong with them."
I ask him if he bought the drives from us. He says no, he didn't. I ask if he built the machine, he says no, he didn't. I ask who built the machine, he says it doesn't matter. I say it does, he says no, it doesn't. He says "Stand behind your product and support it" I say "Give me the courtesy of evaluating what you say doesn't work so we can make it right." He says "No, send me 5 G201 drives right away." I say I cannot do that without getting the problem drives first. The conversation ends there on that down note.
I drive to the hospital thinking about the hole that will appear in my right cheek and wondering about how I might have handled that conversation better. I feel he was an honest man faced with exasperating problems and that there was something more I could have done to have made things better for him. His problem was his intransigence continuing with insisting on his demands, my mind being elsewhere and his unwillingness to give me details necessary to solve his problem.
Bummer of a day in general. We keep work sheets on many of the OEM customers that buy our drives. Maybe one of them built his machine. Maybe the mfg info on that sheet would have held corrective information. I'll never know now.