Customer Service In the Digital Age

DAHLINGS -

Suffice to say that in the office we are having some problems with the printer. A request for support was sent, and apparently the wrong serial number was on it. The following email was sent:


ProductName:
6180
SerialNumber:
71V6752-RVE
We are unable to find the serial number you provided within our Service Database. Please check the machine for the 9 digit serial number and reply back. For the model indicated the serial number is located by (fill in location instructions) and it should begin with (fill in prefix). If you need more assistance finding your serial number please select the link below (insert link from KB on how to find serial number)


A request email was sent, and this was the response:


Original Message Follows: ------------------------
Hello,

Could you fill in the blanks in the message and respond again?

Thank you.

In a message dated 10/19/2010 10:02:48 P.M. Eastern Daylight Time, xerox.info@xerox.com writes:
Original Message Follows: ------------------------
ProductName:
6180
SerialNumber:
71V6752-RVE
We are unable to find the serial number you provided within our Service Database. Please check the machine for the 9 digit serial number and reply back. For the model indicated the serial number is located by (fill in location instructions) and it should begin with (fill in prefix). If you need more assistance finding your serial number please select the link below (insert link from KB on how to find serial number)


Do you think we should write support for support for their support?

Ciao,
Elisa & Bucky the Wonderdog