Friday, April 30, 2010

Thumbs UPS

I try to maintain a tradition of balancing my occasional rants about bad customer service experiences with a recognition of the good ones, so I just want to say that APC's customer service, based on my experience, is pretty freaking amazing. I've been having some problems with my UPS, so I sent an e-mail to their customer service/technical department asking for advice on what the problem might be, and, in particular, if there were any troubleshooting steps I ought to take to figure it out. The website said to expect a reply by the next business day, but they got back to me inside an hour with a long e-mail offering specific, non-boilerplate troubleshooting advice and asking several relevant questions. And then the same person proceeded to reply to each of my follow-up e-mails almost instantly.

It looks like the problem most likely is simply that I've got too much crap plugged into the thing for it to handle properly, which perhaps does not surprise me all that much. But it's very good to have that verified before I tried something expensive, like replacing the battery. I may decide to upgrade to a more powerful model, which is something I'm willing to consider only because nobody put any pressure on me to do so.

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