I worked for a large company <rhymes with ‘Aitch Pee’> and did printer tech support. There was one printer that had immediate problems out of the gate, but we weren’t allowed to let people return them. We had them do all kinds of software switching, would eventually get to the point it would work for a while…and then it’d fail again. A genuine lemon. It’s been a while, so I can’t remember the name of the specific part that was the failure, but it’s basically the software engine of the whole printer, and when that’s messed up, everything else is messed up. Definitely a manufacture defect.
After months and months of supporting these ridiculous things, we heard they were going to stop production, and ramp up production on a follow-up model to replace it. By this point lots of people were just wanting to quit, because it was just that bad trying to support these PsOS. So, when spring came around and the new printer was released, we were relieved…until we learned it was THE EXACT SAME MODEL, just a different cover and different name.
I went to lunch the day I found that out, and just didn’t come back.
I’d worked for AitchPee before, as well, doing support for home computers. There was a policy not to allow people to request a service call until you’d gotten them into the computer themselves, while on the phone, and tried to get them to fix it themselves.
On the one hand, this produced my favorite call ever, during which I got an 80-year old lady actually into her case, and she fixed the problem, and I didn’t even have a model to look at to tell her exactly which screws to remove, etc. So I was very proud of that call, and very proud of the lady for being so gung-ho about it.
But the fact that we were required to get people into their cases to fix a faulty gasket that came from the factory already screwed up, rather than send service folk out there…yeah.
My walking out of the printer support job was just a culmination of 3 years of fed-up-eddness.
(BTW, this was ALL after one of the founders died; after that, it seemed EVERYTHING went to crap. I just know I will never buy one of their products.)