Who Thinks some stores are using Human Malware to drop the ball?

PjK

am thinking that if I call the local Microcenter to ask a simple question and get told at 10am that all customer hold lines are full someone isn't doing their job and I will have little to no choice but to go looking else ware to do business I live over 2 hours away from my local store and need questions answered before potentially wasting time and money for their convenience

TS_JosephF

Hello @PjK

I apologize that it has been difficult getting ahold of someone over the phone. Lately, we have been dealing with far more contacts than we are used to. We are doing everything we can to assist every customer and answer all of your questions.

I recommend texting the store number with any questions you may have and we will be happy to assist you. We can also assist you here on the forum! We are working to address the issue with our phone lines and we again apologize for any inconvenience this may have caused.

PjK

I did text the store and was treated like just a number only given the info I could find on the website :-( very disappointed in the way customer support is handling their business . I was going to do several builds for me and a few friends soon, and now am feeling like Microcenter don't want my friends and my business.

PjK

Today I was just going to purchase some upgrades for the PC I already own to see what the brick and morter building has to offer. if I am treated like this I don't think I would get better online help eaither? but am willing to give it a try. I have an older Dell XPS 8700 I need a new case to house better cooling not enough room in Dell case. my mobo only has 2 fan headers 1 4pin for cpu and 1 3pin for case I need a solution to go with the new case are their solutions in StLouis Park MN store?

PjK

was looking to use system I have for a few months then build new system in the new case I want to purchase soon. I also have 3 other friends that want to see the upgrade I do before doing builds with me in near future.

PjK

I keep trying to call the Store and get a 2 min answering machine message then get hung up on why is their only one person handling calls during a time when people are told to stay safe stay home if we cant talk to someone in store then we would have to go to said store to get answers. but why would we potentially waste over 2hrs drive time to end up with a no go on something we feel is solveable by a phone call. this is why I feel Microcenter customer support is very badly dropping the ball!! 

TS_JosephF

Hello @PjK
I do understand that it is frustrating getting through to us with phone calls and I apologize. Ever since COVID-19 happened, we've gotten an unprecedented amount of contacts through chat, text, email, and phones and unfortunately, we were not able to fully prepare in time with staffing. We strive to handle all calls quickly and efficiently, and apologize that we are unable to perform the same quality of customer service that you are used to. We are actively working on ways to improve this quality of service, which is why we've focused on texting, emailing, and forums as a way of communicating with us. We still have a lot to improve and we appreciate you for sticking with us through this difficult and frustrating time. With this being said, I would love to get your information over to one of our Build Your Own specialists in-store so that they can speak with you on this and get you just what you need. Do you mind DMing me your closest store, name, and contact information so they can properly assist you?

PjK

would love to DM you but how do I do such without any clear way no explanation on these forums as to how to get to proper discussion with proper people and hasn't Covid 19 been going on for over 3 months now how long does it take to get adequate staff into position to deal with these communication breakdowns? and now I feel like yet another excuse has been shoveled onto the situation only making it worse.

TS_JosephF

@PjK
Hello Pjk. I understand the frustration in dealing with this issue. You can click on my profile picture and it will take you to my profile. From there, click on "Message" to the left of my profile picture. This will enable you to send a message to me. Please know that we are doing everything we can to help every customer as quickly as possible.