Why has my help ticket not been replied to yet?

[MKSheppard]

I got a help desk ticket asking how I could have my
toothpaste-damaged UV CD replaced, and so far, no
movement yet, and it's been up there a few days!

Reference Number: 1023590430

[David Heath]

Hi

I will look into this now and see what the hold up is.

David

[MKSheppard]

Help Ticket is under the name Ryan Crierie......

[MKSheppard]

<snip inflammatory stuff>

[David Heath]

I have already responded to your help desk ticket.

David

[Marc von Martial]

Appart from the problem with the help desk, I have a question. Is it standard procedure to replace a broken game CD when you (in this case your brother) have broken it yourself ??? I mean If I crash my car I don´t go to my car dealer and ask him to get a new one actually.

Just curious.

[Dirtweasle]

Geez, that is a poor analogy. More like charge the guy a few bucks shipping/handling and duplication to be fair then chalk it up to customer retention.

[David Heath]

We take care of our customers do not worry. I was a little slow in getting back to him.... that is my fault.

David

[Hartmann]

It's not so much about who's fault anything is anyway. If I as a customer see that I get my CD replaced because my little brother damaged it, then I will get a good feeling about the company and also be likely to buy other products.
Gateway once replaced a modem I dropped to the floor due to my own clumsiness (... I even managed to step on it after dropping it! ). I did not expect them to replace it when I called them, but they did. Not only did this influence my decision where to buy my NEXT PC, it also made me tell people about it until today ...

Hartmann