December 2020 by Ryan Ward
Wow, just wow. Client reached out with scan to email issues. Said they called support but were pushed off saying it was a network issue, not their problem. etc. I talked to the Vice President who was VERY defensive and even rude to me.I being their IT guy was asked to call and let them know nothings changed etc. I call and start to inform them that its just basic scan to email and not like SMB scanning to folder. Well apparently they have 2 contracts, "service and support". I simply questioned his boldness in not helping the customer if something changed even outside of their control and he got VERY upset with me.I pointed out that I'm not trying to be rude, just don't understand his hesitation to helping. I ran a business for 8+ years and didn't do business like that. He again interrupted me to point out there was a probably a good reason I don't own my business anymore. Ironically, this customer was one of my customers when I had my business I willingly closed to join on the team I am now bringing my clients with me. Even so, it just showed he was more worried about getting one over on me, than helping the customer.Again I'm just a consultant working for another company trying to help my client get helped and I'm getting attacked and insulted.I don't know everything about the history between the client and this company, I just want to ensure my client can send scans to email. All he wanted to do was point out previous calls where she misunderstood things asking for help.I get it, you can't send 300 page scans directly over godaddys office 365, and large files will print slowly over a VPN, not all customers understand it. If they're calling me upset thinking they're being refused service by you and not understanding why, that's not my fault either.At the end of the day I'm just a network engineer looking at the basics and answering basic questions. You need to scan to email? Ok that pretty much only needs internet and email setup in the most basic fashion. Well it was working before, internets working on all other machines so clearly the issue is with the copiers ability to send the email.Once its verified the client changed nothing on their end, EVERY single other printer sales /support company I've dealt with helps without hesitation. Even if its on office 365/ Go Daddy's end, helping the customer is just good customer service, not a chance to punish them for not buying your more expensive computer support when the office has a network your "techs' aren't trained enough to operate .
