Customer service goes to court?


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MagsafeThe case of Systemgraph, a support company approved by Apple, and Greek physician Dimitris Papadimitriadis are becoming an Internet sensation, and it’s all about customer service or the lack thereof – depending which side you find defensible that is.

Papadimitriadis had trouble with his iMac and took it to Systemgraph for repair. He did not purchase the computer from Systemgraph. The computer had dark patches on the screen, and the company recommended interior and exterior cleaning and replacing the LCD panel. When Papadimitriadis went back to pick up his computer, he said it was worse – saw spots of moisture behind the screen and the LCD panel had not been fixed. Systemgraph offered to perform another repair, but by this time Papadimitriadis had allegedly lost confidence.

From a Google translation, Papadimitriadis stated, “I insisted that such computer ceases to be credible and relied on Article 540 of the Civil Code and Section 5 of Act 2251 – legal right to ask for a refund or replacement with my new PC under warranty.”

Systemgraph would not refund his money since he did not purchase the computer from them, prompting Papadimitriadis to post his story on a forum. And so here comes the drama. Systemgraph has stated that Papadimitriadis has damaged their reputation and the company is suing the doctor for 200,000 euros ($267,000). Papadimitriadis’ post as translated by Google referred to the company as “dodgy,” but didn’t seem harsh, but Systemgraph claims he was rude and aggressive stating it was an “organized attempt to slander and insult” their fine name.

This is the first time a Greek company has taken a customer to court for an online post, and both sides seem to have their supporters. The trouble for customer service, that is how I see it – who would ever want to take their computer to Systemgraph for service or repair? I would want to avoid them at all costs.

The court hearing is set for January 19, 2011. What do you think?

photo credit: Travis Isaacs

Republished with author's permission from original post.

Cheryl Hanna
Service Untitled
Cheryl Hanna is a successful real estate sales person in Florida and has used her customer service knowledge and experience to set her apart and gain a competitive edge in a very difficult market. Cheryl has been writing professionally since 1999 and writes for several blogs and online publications


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