So the very next day I dashed out to an electronics store near Costco, since I needed to get gas, water and everything else that I love at Costco. BTW – Costco really delivers on customer service. They take great care of their employees and it shows. Everyone is smiling. You never see two Costco employees huddled in a corner commiserating. They are always working hard and smiling. But I am digressing.

I walked into the store and found an associate that I knew from networking. He helped me, in between helping everyone else, and in two hours I had picked out a new laptop. It was not quite as lightweight as I had hoped to have, but my “buddy” insisted it was a quality laptop, one of the best manufacturers and that they did little repair work on them, unlike some other brands. When asked if I wanted a security package, I said that I already owned Trend Micro. Their techie asked if I had anti-spyware software. I said no. He said he’d put that on it for me – that it came in a bundle. Whatever. I paid extra for a data-transfer (which I now realize I could have done myself with a simple external hard drive or even a jump drive.) Keep in mind, I had lost my computer and while I believed my original hard drive was in tact, I was not thinking as clearly as usual. I was close to “freaking out” mode. But I thought I was in good hands and these guys would take care of me. Yeah. Right.

After hanging out at the store for an entire day, I was told by the techie that because all of my hard drive wouldn’t transfer over, that he could come to my home to finish the job, as he and my buddy had an outside business. He’s going to help me. I’m less panicked now, but I’m in good hands. Sure. Oh – and my screen was starting to rally! The color was coming back onto the screen like a flush to a runner’s cheeks at the tenth mile marker. I also walked up to him as he had opened a brand new copy of Trend Micro’s anti-virus software. I flipped and told him I already had that. I had even gone home to get that and my Office disk. He tried to convince me that because it came in a bundle with the spyware, that it really wasn’t costing me anything. Well, the bundle was an additional $89.00, plus an additional $29 install fee and a $29 “system customization” fee! That’s another $143.00! Plus the data transfer fee at $89! All totaled, it was an additional $236 on top of the price of the computer. Some great deal. But as I said, I was panicking AND I felt that I was out of business if they wouldn’t help me and get me up and running that day.

At home that night, I had both units running and finally reverted back to my original, as it had self-corrected just as the new laptop actually froze solid. I only had 3 windows open. What was up with that? I never did get to use it.

Well, the tech wiz came by the next day and worked on my two computers for about an hour. He never did service my original laptop, but he felt he had managed to transfer all the data. Some folders came over empty. Not a good thing. Not when you’re paying by the hour and you need all the info that’s in your folders! I was so upset with the new computer, and, by now, my old one was running perfectly. (Don’t ask…I have no answers to this little mystery.) Well, if I was going to get a SECOND computer, I would have chosen differently to begin with. But I wanted to return this new one because it froze up on me for no reason. I figured it had a glitch of some sort.

This is where the customer service became ugly. The store charges a 15% restocking fee unless the product is faulty. I explained what happened. They looked into it. Turns out this manufacturer had loaded 80 third-party software programs onto it and that is why it froze! It was processing 80 programs….PLUS the three windows I had open! I had the choice of paying MORE to have someone delete the additional programs. (Yes, I could do that myself, too, although I’m not sure I might not delete something essential.) Oh, and about the spyware bundle and labor? $236.00 built in and added on that I did not ever say I wanted. Bottom line: the store manager said that their policy is clear about the restocking fee and that federal regulations prohibit the resale of used software. I didn’t want them to resell it – I wanted them to return it to the vendor. And they could charge the laptop manufacturer for everything – as it was their handy work that created the freeze-up situation to begin with!

As you will recall, I stated from the start that this sort of thing is not life-or-death and that we need to always be aware of our priorities in this life. However, spending $410 on literally NOTHING doesn’t sit well with me. Neither does wasting about 15 hours of my valuable time. And I still need a new computer. Anyone in business, especially a career that involves traveling with one’s computer, should have a back up. Had this store that claims to be the “best” actually trained its people in customer service, I might still be a customer. But as their manager continued to recite his litany of rejection no-refund catch phrases, I slowly began to cry as I dialed up American Express customer service. I am hoping they will be able to bring the store around to at least waive the restocking fee.

I have bought electronics on e-bay from people I’ve never seen who managed to service my account pleasantly and with humor, fun and a smile. (I can tell in the e-mail or as the PayPal invoice hits.) And I’ve returned things to e-bay vendors – NO PROBLEM. I only cite e-bay here as an example because of the stark contrast: faceless names can actually win out over face-to-face contact in the customer service war. So I guess the message is buyer beware. Duh. And if your computer crashes, don’t panic. Find a great support wiz now, when you don’t need one. And stay away from anyone who tells you they are the best.

Sign-up to receive Robin’s e-zine, “Special Success Secrets."