Tuesday, October 16, 2007
PCI and Me
A while back our church hired PCI (Portable Church Industries) to consult on then design, build and deliver carts and other equipment for setting up and running our church on Sunday mornings from the Middle School.
One of the things they designed and built was a cart to hold a computer for running our projected image on a Sunday morning. At the time we didn't actually have a computer to use for that, but it was built in anticipation for where we would grow.
Recently we bought that computer and put it into the cart. In doing this we found out that the patch panel they had put in the cart was inaccessible from the inside, making the audio panel worthless. It couldn't be used.
I contacted PCI to tell them there was a problem and to ask how they planned to solve the problem.
They first insisted there wasn't a problem. Then they said it was our problem for not ordering the right cables that would have been there. It took a dozen emails back and forth for them to finally admit they made any kind of error.
Through all of this they blamed our pastor for deleting the necessary cables and personally insulted me, calling me "condescending and arrogant."
And after this run of emails and PCI finally admitting their was a mistake, what am I left with. No actual help from PCI to fix the mistake (they did tell me that RadioShack sells cables if you think that is helpful) and no apology or even acknowledgment of the way I was personally spoken about in the emails.
I said in several of my emails that mistakes happen. I can understand that. We are all human.
I did however want them to own up to and fix their mistake.
But what I really don't appreciate is the defensive nature of a company that is a one stop shop and the name calling as part of their customer service.