The quality of customer service and support one receives, can make or break their view of a company.
Particularly, while one expects products or services to be of pristine condition and performance, and they turn out to be used or defective.
A month ago, I purchased a new Cyberpower UPS from Amazon, to provide a healthy current to my transitional PC rig. Due to the new type of power supply used, I had to order a particular kind of UPS, costing about $170.
It arrived in a couple of days, and it seemed to work – other than not being recognized under Windows 7. My old system, running Windows Vista, seemed to have no trouble with that. I wasn’t sure what was going on.
Upon contacting the Cyberpower support, I exchanged several emails which exhausted all the options of adding/removing devices and running tests in a fresh installation of Windows. The support technician, determined that the UPS was indeed problematic, despite being freshly shipped from Amazon. He arranged for a prepaid shipment to the company HQ, and in the meantime he tested a new unit under Windows 7. Throughout the exchange, Pietro – who apparently works for Cyberpower for the past decade – remained very focused and patient, something that toned down my frustration from having a problematic piece of hardware.
The exchange unit arrived yesterday, and passed all tests with flying colors. I definitely appreciated the extra step Pietro had taken by testing the new UPS under both the 32bit and 64bit version of Windows 7.
I’ve used Cyberpower UPS units since 2005; they are very dependable and last for a long time. Giving a positive review after this experience with their customer service keeps me as a satisfied customer for years to come.
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