Sour Grapes
Of course we're Fair and Balanced!


Customer service lives

G.E. USB 2.0 hub (4-port) 97878 Rev. 3A while ago I bought a General Electric USB 2.0 4-port hub. For the last couple of months my webcam and printer have only been working intermittently. I finally figured out the problem is with this hub, through which I was connecting both to my computer. My first clue was that the hub overheated almost to the point of being too hot to handle, literally.

I spent a while trying to locate a way to contact G.E. about this problem over the Internet. When I finally found a web page that seemed suitable, I got numerous errors saying I had filled in the form with French characters, which, for some mysterious reason, was unacceptable. It also wasn't true. I finally got around that problem by eliminating all non-alphanumeric characters from what I was entering (i.e. no periods, commas, dashes, etc.). Then I started getting 404 (page not found) errors.

Next I attempted to contact the webmaster via a similar fill-in form. It worked! Several days later I got a response, telling me to call a toll-free number. I did and got someone who was obviously overseas. He kept giving me information then retracting it. Finally he said, "Oh, you have to call a different toll-free number for that part" and gave me the number. Which he then retracted. And gave me yet another. Without much hope of success I dialed it and got a recorded message saying they were closed.

Today I called again. None of the automated options seemed to fit my case, so I hit '0' to speak with an operator. She said, "Oh, you want the service department" and transferred me. Skeptical, when the service rep picked up (which was immediately), I started to explain apologetically exactly how I had come to be calling. She interrupted pleasantly and said, "What part number?" I gave her the part number and the next thing I knew she was taking my shipping address so she could mail me a new hub. No hassle! No more being put on hold! No more retractions!

Now all I have to do is wait for my replacement hub to show up. If I have problems, she told me to call her back. I would too, if I had bothered to note her name. What a surprisingly pleasant experience it was once I reached this company that I had never heard of. Who is it? Jasco Products, apparently a great company to do business with.

Blog home
Blog archives