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eMachines, the real story

eMachines are retail computers. Because they are sold by retail merchants, all customer service is through those merchants. In refering to calling eMachines, you are referring to Tech support [(408)273-0888]. Now, tech support only speaks to about 1.5 to 2% of all customer's who purchase a product, so if only one out of ten thousand call with your issue, that means that 99.9998 to 99.99985% of the computers that are made have your specific issue. Now I don't know about you, but that seems like a pretty good sucess rate being that the computers are made by humans and not machines. In addittion, in every call center there are agents who are not very good, they get trained, get on the phones, and are gone in three or four weeks (I have worked in call centers for the last 5 years, and have seen many). Do you know how many calls you can take in four 40 hour weeks? Between 650-1300 depending on length. If there are four out of twenty five that aren't good/aren't going to last, this is 2600-5200 calls over a month who might be getting less than ideal service. Pick twenty five people at random, give them the same training, and some of them will not work out no matter what company. All you can do is try again. I have four eMachines, have called tech many times, and have had some bad service, but mostly it was excellent. I applaud eMachines for this.

Posted by: whiskeyfather   Posted on: 02/13/06 You are currently: a Guest | Members login | Terms of Use

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