Oh, Brother (Customer Service), Where Art Thou?

Technology is not always good…

For a week and a half, I have been fighting with my printer. Some of you that follow me on Twitter (@dariasblog) may have seen some ‘less than happy’ tweets. It has become increasingly frustrating to even *look* at my printer, nevermind think about what I need to do with it.

To undersand my anguish, let me start at the beginning.

Right after my wedding and honeymoon, my husband and I decided that our old printer was on its way out. This is true, as it had stopped scanning and the printing was hit or miss. So, since we had all of these new pictures to print for friends and family, we decided to buy a new one. It was I who looked at all the fliers and online ads before going to Best Buy – my old standby. I could live in Best Buy. It comes a close second to my love for bookstores and libraries, but I digress…

I looked at all the fancy-schmancy printers with the flip up screens, and the bells and whistles. Sure, I liked them a lot – but there was no actual need for most of the extras. All I needed was to print and scan.  That’s it.  That is *it*.  So I looked, and looked, and compared, and settled on a Brother printer.  (I should have known then… ) It was in our price range, wireless (bonus!), had the ability to print and scan, and even had faxing ability. I don’t fax a whole lot, but when job hunting time comes around – it is a great asset!

So, I bring it up, ring it up, and pay for it. I got home, took it out of the box and hooked it up to my network. It actually worked! SAWEET!!

All was fine and dandy until I switched to Windows7. I love the OS, but it was not compatible with my printer. Great… Then, to add to the mess, I changed from my crappy Internet/ Phone/ Cable provider to AT&T U-Verse. I love the U-Verse – but it changes the internet set up.

I knew the drill – internet to computer, computer to router, router to everything wireless. Sounds easy, right? But AT&T seem to consolidate this by making the modem and router one in the same. Again, sounds nice and whatever, but it makes things a bit more confusing, in my opinion. However, now that I think of it, there may be a second modem – but I’m not home to look and it’s going to frustrate me until I am sure I didn’t just overlook it…

Anyway, regardless of that, I tried to look online for some sort of explanation as to why my printer wasn’t working. I found the drivers I needed to download, followed the steps given, and thought I was on the right path.

Nope. The damned thing won’t connect to my network.

Okay, I suck it up, call Brother customer service, and get the usual runaround.  First, they made me change out the (new) ink cartridges.  Fantastic.  Then, they talked me thorough the email the were going to send me, and explained what I needed to download – even though I had already done that.  Fine.  They say ‘Thank you.’ and hang up.  Whoop de doo…

I went through the email once or twice a day for almost a week.  I even emailed them to let them know that the email steps were not working, and I wanted to get a phone call from someone who would be able to talk me through the procedure.  I got no answer.  Though I was not surprised at that…

Last night, I called Customer Service back.  I waited for about 10 minutes before someone was able to answer my call.   Unfortunately, I was routed to the hardware section first, though that was not an option given in the menu.  The gentleman took my information and politely passed me on to the software department, since he could not ’see’ anything wrong with the printer.  Mind you, he only asked for my information, the model number, and the serial number.  Nothing about the actual printer itself.  I guess that would have been against his job description.

I waited another three or four minutes in the queue for the software department before what sounded like a young woman with a thick accent picked up.  She never mentioned her name, and I was so frustrated by now that I didn’t bother to ask for it.  She asked for my name, information, model and serial number like the previous rep, and confirmed all information they had on record.   Finally, it was time for me to voice my issue.

I went through everything I had done over the last couple of weeks – from the upgrade to the email, and I waited.  And waited.  Nothing but silence on the other end.  ”Hello?” I asked.  She actually asked me to repeat everything.

ARE YOU fu KIDDING ME?

I sucked it up and told the story – again. I seemed to hold her attention this time.  Though it didn’t last.  Throughout the conversation I think I had to repeat myself, or get her attention maybe seven times.  I got a little more terse each time…

She begrudgingly  walked me through the same steps I had done in the email and with the rep the previous week – nothing.  She then said that my computer must be in the way of the router.  Now, initially, when the printer worked, it was in a completely different room on a completely different floor and worked perfectly.  I didn’t think that this was the problem, and I told her that – but I tried clearing the way between my router and my printer.   Still, nothing.

Sigh..   It was at this point that she told me that it must be configured wrong and that I would need to fix it.  I asked how this was supposed to be done, and wasn’t it her job to help me fix it?  I got nothing.  No answer, no apology, nothing.  She just pawned it off and told me that I would need to contact my Internet company.  Again, this confused me, because my internet is working just fine, and my network is working perfectly with three other wireless products.  Again, nothing but another suggestion to call my provider.

At this point, she asked if there was anything else she could help me with. Else? I asked her.  Had she helped me with something?  Did I miss it?  I said, “Oh God no, I would rather throw the printer out the window.” told her to have a nice night, and hung up.

I then spent about an hour on Twitter trying to find someone who might be able to help, but I don’t think that Brother has quite caught up with the times.  And even if they had, I’m not quite sure they would be of any help…

I just don’t understand why such large companies would outsource their ONE link to Joe Public!?  Why risk the contact between the decision makers and their clients?  Customer service agents are the best way to make a person feel important, taken care of, respected – yet they are willing to risk their reputation and their clients in order to save a buck by paying someone half way around the world a couple of bucks to take calls.  What happened to nurturing relationships?

Anyway, I’m still on the hunt to find someone who might be able to help me with this.  I have gotten a few responses from people on FaceBook, so I’m hoping one of the ideas pans out – but really…  I’m pretty frustrated with all of this – and will more than likely never buy another Brother product again.  However, if it turns out to be an easy fix in the VERY near future, who knows?  I may be wooed back.  Though it’s not looking like that will happen any time soon..

Tags: Brother, customer service, frustration, outsourcing, printer, terrible