ISP Information:
A group of technologies and applications that collect, manage, process, and present multidimensional data for analysis and management purposes. To be effective, results of the analysis done must be presented quickly, and within the same application or a closely linked application.
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OnLine Analytical Processing - (CC'd to ZDNet forum)On Fri, 04 Jul 2003 04:01:24 -0400, The Magnificent Bastard wrote:He instructed me to take the malfunctioning phones to a location thatwas virtually around the corner.The second moment of truth occurred when I learned, upon my arrival atthe specified location, that it wasn't a service center. It was onlyan authorized Nextel retail outlet.This unfortunately happens a lot to us - we're a indirect dealer, nota service center. Yet often Nextel sends customers to us for repairservices. Most of the customers call first though.First, I expected that any person at an authorized retail outlet foranything I buy would have complete and accurate information about whatto do when something purchased there breaks. Second, I expected thatthe retail outlet would be able to send it to a service center for me.Neither expectation was fulfilled. My only option, I was told, was todrive to one of two service centers, each of which was about 40 milesaway.Nextels warranty period is one year from date of purchase. We, as adealer, cannot send a customers phone for repair. The customer mustuse Express door to door (a $35 charge to your next bill), or go to aservice center).(about 15 miles away) but failed to offer any other options. At thispoint, I was wishing that fixing a telephone was more like fixing alaptop from one of the respectable manufacturers. If you call IBM, forexample, someone shows up at your door within 24 hours with a box. Youstick the computer in the box and, for most repairs, the computer isreturned to you within two or three days.See above. Nextel door to door - you put the phone in a box, FedExpicks up the box, you get it back 3 days later.Then I remembered driving by a radio service center with Nextel logoson the side of its building--and it was a lot closer than 15 miles. Istopped in and, sure enough, the owner said he could fix the phones.Naturally, with the Nextel signs and collateral materials lyingaround, I assumed that it was an authorized service center. It wasn't,but I didn't know this until later. The assessment fee per phone was$20, refundable only if I chose to repair the phones. I left thephones behind for assessment. Later that day, I received a calltelling me that one unit could be fixed for $70 and the other phonewasn't fixable at all. Seventy dollars to fix a cell phone?Yes. Nokia has a flat rate of $100 an hour. How much do you think theypay the people to repair them? They don't work for free.I asked Volante how I would have known that the call should have beenescalated. Volante explained that some customers are aware of all theoptions because of mailings that go out to them. That's a good reasonto read those mailings, which I typically overlook. (Who has time toread that stuff?)If you don't like the answer of a level one monkey, ask for asupervisor. No matter where you call.Nextel is now refunding the $90 ($70 for the repair, $20 for theassessment of the unrepairable phone) and is putting the phones on the$2.50 per month maintenance plan.Had you read the contract you signed, you would have known about the$2.50 maintenance option.Next article you slam a carrier on for not giving you all youroptions, slam the person who doesn't read the contract they sign.To reply, remove TheObvious from my e-mail address.
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