Reading through the comments on various sites about the T-Mobile G1 announcement, I’ve seen several people say they’ll sign up with T-Mobile despite the currently limited 3G network, simply because the company has good customer service.
Bad idea.
Look, I comprehend why good customer service engenders warm, fuzzy feelings. You love me! You really love me!
But honestly, if you’re spending a lot of time dealing with customer service people, then you’ve purchased a crummy product.
I’d rather have a solid, inexpensive gadget that requires me to go Google-ing for help on message boards on the rare times that I need it, than a more high-priced clunky device that’s backed up by sensitive, caring call center staffers who feel my pain.
Ideally, of course, we’d get excellent products and top-notch support, but the reality is that consumer electronics is a price-driven market (like nearly any other), and if you want prices on HD televisions or laptops or MP3 players to keep falling, you’ve either got to cut quality or customer service.
I’ll take the quality and leave the support.
Of course, there’s mediocre customer service, and then there’s gouge-your-own-eyes-out-to-end-the-pain customer service, and certainly any tech company worth its circuit boards should be able to avoid the latter.
But I’d much rather hear about a gadget company investing money in the development or design of their new gizmo than in building a new call center.
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