Has Anyone Here Seen My Old Friend
"Customer Service?
By: BizNet Editors
editors@biznetonline.com
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Has Anyone Here Seen My Old Friend
"Customer Service? |
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Like all of you, we here at BizNet Magazine put our pants on one leg at a time. What I mean by this is: we are just like you -- somewhat unknown and sometimes un-cared for. When we conduct business with someone, It's as ourselves, not as editors of an up-and-coming, cutting-edge, online magazine that can trash or praise a business. As consumers, we have become increasingly troubled by what we perceive to be a complete lack of customer service and personal responsibility (from employees) in the business world today.
I don't care how large or small a business is -- at some point and time they are bound to screw-up. Even though it may be unrealistic to expect a no screw-up guaranty, I do expect a no bull-shit attitude if and when a business does screw-up. More and more companies are loosing business due to non-existent customer care. Customers keep you in business!!! HEY!!! AT LEAST TRY TO SHOW YOU CARE!!
A company I witness screwing-up all the time is UPS (United Parcel Delivery Service). Should I trash UPS, and suggest that you not use them? No. Why?
Because they don't make excuses or blame their consumers. They take responsibility for their mistakes and do everything they can to make it right.
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Many companies try to hide behind voice mail. This past August a company that I am involved with spent hundreds of dollars on a Panasonic multifunction, fax printer. It is now not working. Calling tech support provides one only with a totally automated voice mail system. You even have to input part of the serial number just to get to tech support. | |
There is no way to talk to a live person. No big deal, though -- the unit has a one year warranty. But after inputting all the required information, the system stated that the unit was out of warranty, and the call would not go through. Hours were wasted trying every option to get a person on the line. After some research, a local repair center was found, but they claimed not to work on that model. If it is brought in to them, they will send it out to be repaired, but only after tech support is called for an RMA number. Long distance calls were made to Panasonic USA, but all that accomplished was transfers in and out of voice mail, from person to person, being put on hold, and finally being disconnected. Every person I did talk to just transferred me to a new person after hearing all of the above. All I was trying to do was to find a person that could say "fax me a copy of your receipt, If it is in warranty we will get you some help." No such luck.
My last call got me transferred to their legal department. The attorney I talked to told me he would "consider" helping me, but first he wanted to know who transferred me to him. I asked why he needed to know that. He responded that he had better things to do then to get calls like this and that this was not his problem. So he needed to know how I got to him so that in the future, calls like this would NOT be put though. I suggested that he show concern for me and not react as if he been "stuck" with my call. I told him I was not looking forward to taking this matter to court, but without some human intervention on Panasonic's side, it would surely happen. The gentleman told me that if I wanted his help, I would have to help him first. He further explained that if I felt the need to sue Panasonic I should. I will let you all know if I win the case or not, and if the judge awards damages. Silly me, I thought I could find a person that could understand I was the customer, not the enemy. Then there are companies that have an easy opportunity to keep a customer happy and totally blow the customer out of the water.
About 2 1/2 years ago a company I am involved with purchased a Packard Bell Computer. The Pentium 100 was almost a $3,000 system then -- now it is worth about $500. We had been trying to install a Network card on this machine for over 6 months. Every card, person and attempt had failed. Out of frustration we contacted Packard Bell tech support. We were not expecting much. After all, the warranty was long gone. It was an "older" computer, but it was still a Packard Bell, so maybe they could offer some suggestions or insight. No such luck.
Their reply was that they do not recommend or offer suggestions on adding
anything to their computers. I can understand the legal need for a disclaimer, but not a total lack of any help. It's the last time any business I am involved with will ever purchase anything from Packard Bell.
Next time, someone else gets the $3,000. It's not that they could not help, but rather that they did not even try or show any concern.
Do you think Nordstroms Department store would be where they are today if they had a reputation for blowing off their customers? It is their reputation for making it right and customer service that has made them what they are. There are other companies out there that do it right. Then, there are other ones that do it wrong.
Let The Buyer Beware: Best Buy Is The Worst Buy
Are the days of customer service gone? They must be, since I keep running into the same problems over and over again. I shop hard for the very lowest price! But from this point forward I will take a step back and look at the company that I am purchasing the product from! I have learned the hard way that the lowest price is not the best price! Saving $10 off the top can be a nightmare when the customer service is non-existent!
Here is my gripe: last November I purchased a 13 inch TV, VCR combination from a large national chain called Best Buy at their Woodland Hills, California store. After 2 months the set broke. After returning it to the store I found out that it had to be returned to the service center for repair. I said O.K., when will it be returned to me? The Clerk said 4 to 6 WEEKS! Knowing the set only had a blown fuse inside, I was upset when notified that it would take 4 to 6 weeks to fix the set. I had to decide -- fix the set myself and void the warranty, or wait 4 to 6 weeks. So, I complained to the manager. I expected the set to be replaced on the spot rather than have to wait 4 to 6 weeks to replace a 75c fuse!! The manager did not care. So off my set went to be fixed.
A short 5 weeks later I got my set back. Six months later the set broke again! I know things brake. That's life. But I was not looking forward to the 4 to 6 week thing all over again.
So, no real choice. It was still under warranty -- or so I thought. After the expected 4 to 6 weeks later, the set was returned wrapped in plastic, but with a bill for $92. This time, I was mad!! This was the second time for the same repair, and now I'm stuck with a bill for $92. Talking to the manager did not help. Are you ready for the kicker? I took the set home after paying the bill, unwrapped it, and their was a hole burned in the cabinet. Real nice, but I at least I had my set back -- or did I? After five minutes, blamo!! The set went dead!! Now I'm seeing red. They have damaged the set, and it is still not working.
I went back to the store and talked to the manager. I told them to just replace the set. You damaged it, you replace it. I expected the manager to be very apologetic due to the damage to the unit. I truly believed that on top of all the repair attempts, the store would want to make me happy. Shows you what I know. There was no offer to refund the price, a replacement, or store credit. After just waiting 4 to 6 weeks I was told that the set had to be sent back again. At least the store manager agreed that they damaged the unit -- or should I say, that the service center did. Not really trusting the service center at this point, I informed the store manager about my involvement with BizNet Magazine, and that the staff had been discussing writing commentaries related to bad service. I even showed him the web site on one of the stores computers. I explained my extreme displeasure due to their lack of customer service. I told him I hoped this would end the matter.
I left the store mad but happy. I was finally going to get the set replaced and I was confident that things would be done right. I will admit that I did not like having to "pull rank," but I just wanted this matter resolved.
Now for the best part. On November 6, a technician from the service center called and asked me to send him a copy of my receipt. He explained that the store did not supply the right paperwork. He stated that the set had been repaired and was now working, but since the store did not supply the correct paperwork, the set could not be returned to me -- unless I provided the original receipt. I asked why the set was being repaired when it was to be replaced? He could not give me an answer. He did not know. I asked him why he didn't request that the store send the paperwork, or at least talk to the store manager. Again, he did not know, could not say, and could not help.
It was clear -- the set was not replaced. It was again repaired, but now it could not be returned to me because of a paperwork screw-up. When I explained all of the above to the guy, and told him he had to be "joking," did he help me? Did he get a manager on the line? Did he offer to look into this and call me back? No, he just hung up on me with no further explanation. So, there I sat, with no TV and in total frustration.
Update 11-10-97: Got the TV back today, still with the hole in the cabinet. As usual I called the store manager over, got his usual reply " we can send it back for you and have it replaced --- maybe? So after waiting 4 to 6 weeks almost 4 to 6 times I now feel that iI have been burned as bad as the hole in the TV. This time I won't even turn it on, I will let a Judge decide if I get a new TV or not. for the time being their is no chance of the TV being paid for.
Remember this is Best Buy in Woodland Hills California
Can anyone explain why I am wrong and Best Buys is right? If I'm wrong I would like to know?
My advice to all of you is: be careful who you do business with. The lowest price is not necessarily the best price. And "Best Buy" is the wrong place to buy! Take your business elsewhere and you will be much happier in the long run.
This article has been sent to Best Buy corporate headquarters. After 2 weeks; no reply, it figures, now I know that they just don't care, Come on Best Buy E-mail me back! I DARE YA! Here is a special E-mail Address Just For You: bestbuy@biznetonline.com. I will post your reply right here!
In general:
Do some research on the store where you buy high end products.
Make sure that they service what they sell.
If they don't, move on to the next place. Ask yourself, do I want the best price, service be damned, or do I want a good price and the assurance of knowing that if things get screwed-up the store will care about it and make it right.
From what I saw standing in line at Best Buys, I'm not alone.
If you have had a problem with a product or customer service that you just can't get resolved, let us dig into it and see if we can get it resolved for you!
If you have found a business that goes above and beyond, or just knows how to live up to it's responsibilities, let us know.
Use Our Duscission Site This Months Topic:
Customer Service, The Good The Bad And The Ugly
Tell us your story!!!