Alright, let’s admit it here, when the going gets tough the first thing to is customer service.The bigger the company, the quicker and more drastic the action; out-sourcing to India, endless computer generated voice mail systems, and elimination of any reference to actually getting a live person to help you with your problem. So to quote an old move:”who ya gonna call?”
Why Pinetree of course.
It is true, that you may not actually reach us on your first attempt by voice or even right away by e-mail. We would love to say that every call is picked up, every e-mail is answered with 30 minutes and make all sorts of promises about how fast we are to addressing your tape drive repair problem or question. Reality being what it is, we do our best to answer every phone call during our business hours of 7:00 AM to 5:00 PM Mountain Time, with a LIVE HUMAN VOICE. we make every attempt to answer our e-mails promptly and actually give you an answer or establish a dialogue, instead of the canned response of “your business is very important to us, and we will get back to you within ….”
As old-fashioned as this may seem, here at Pinetree Peripherals, we realize that is we want to survive and thrive in this post-consumerist economy, we need to place the needs of our current and prospective customers at the top of the heap. Yes, it would be easy to whine and moan about how stretched we are, and how few resources we have, but the reality is that will only make matters worse. We understand, that like us, you are doing the best you can with fewer resources, human as well as monetary, than in the past. Our mission is to provide you a sense that we actually do care about you and will do everything we can to make your experience with us as pleasant and efficient as possible, focusing on solving your problems and not on making excuses and blaming the universe in general. YES, PINETREE actually takes personal responsibility in making Customer Service our top priority. It is part and parcel of our corporate culture; and even better we do not add unfavorable terms and conditions to our services. YOU do not need to have the latest and greatest to give us a call, although we can repair the latest tape drives and libraries as well as those legacy and end-of life units that are still plugging away doing the job they have always done for you.
So if you are looking to have your STK or ADIC tape drive library repaired or replaced, give us a call and speak to one of our LIVE, native English-speaking Customer Service representatives today.
