Customer Service Done Right
Aug 18, 2015 20:48:45 GMT
Membrane_on_Vacation, Mordecai, and 4 more like this
Post by kb on Aug 18, 2015 20:48:45 GMT
Okay, so I know they are pretty much the Walmart of online retail. I know they have a bad reputation for how they treat their employees, both blue collar and white collar, but I just wanted to share an example of a company that is admittedly "customer-centric", possibly to a fault, as a contrast to the sleazy way the Port treats any who complain or cry foul about the way they do things.
1. I buy a 70+ pound Generator from Amazon late last November (my first time ever buying such a heavy object like this through them)
2. Generator arrives badly damaged, clearly it happened during shipping, so I contact Amazon and am offered full refund, or replacement.
3. Price was good, so I go through the hassle of returning it to Amazon for a replacement (probably should have just taken the money back, but I decided to see if the second one that came would be in any better shape than the first).
4. Second generator arrives and after unboxing it and a visual inspection by my untrained eyes, it appears okay. I leave it mothballed for the last seven months.
5. Just recently, decided I am going to service it and test it out properly, so I really start messing around with it and all of its little knobs and switches.
6. Am extremely dismayed to realize two flimsy plastic "DC Outlet Breaker" switches were broken off during shipping (found them in the bottom of the box... I had clearly not noticed the damage before or would have contacted Amazon immediately and just sent it back for a refund and given up on buying such a heavy/breakable object from them).
7. Start to read through the generator's reviews and am dismayed to see many comments about what a pain getting service through the warranty is (and am not sure the damage is even covered under the warranty since it might be considered "accidental" by the maker)
8. Write a bitchy email to Amazon this morning, mostly hoping they will put pressure on their supplier to improve their shitty packaging for such a heavy object with such easily breakable plastic switches. Also hoping for some kind of minor credit, but not hopeful because the generator is now nearly 9 months beyond its delivery date.
9. Not even 3 hours later, I received this reply:
10. Will still never buy such a heavy/fragile item through them again, but will now share their willingness to stand behind their customer with all my friends and family (including any on this board who might have read the above).
^Take notes, Portalarium. THIS is how you endear yourself to customers and keep them coming back for more.
You don't label them as "devil customers" who "hurt the bottom line" and ban them from buying from you like so many other retailers do (I guess Starr would say banning "toxic people" who "hurt the community" instead). You don't ignore their negative feedback, or denigrate their buyer's remorse by arrogantly comparing them to posters on reddit who participated in subreddits like "/fatpeoplehate" or "/shitniggerssay".... You actually listen, you make it right by them (even if you have to eat the full cost of the item and their complaints could've been total bullshit), and you show them both through your actions and your words that you "look forward to seeing them again soon."
Amazon will see me again, for sure, despite my misgivings that they are only slightly less evil than Walmart/Google/M$/etc. Amazon will get my business again despite the bad experience I had purchasing this item (and some Bosch laser levels from them). And who knows, one day, I might even get crazy enough to try to buy a heavy and easily breakable item from them again because I will remember that they stood by me and made things right even when they clearly didn't HAVE to.
They might treat their employees like shit, and they might not, but I've repeatedly had experiences with them that shows me they really are "customer-centric" and I have every confidence in buying from them in the future because, unlike the Portalariums of the world, they understand that what is important isn't making the fast nickel off a customer you burn today, but instead it's vital to make the slow dime from a customer who will shop with you FOR LIFE!
For a company that wants to sell luxury goods to whales in a manner that requires people to "stay in love" with them (to refer to Raph Koster's thoughts on the subject of games as a service), they sure have done an amazing job pissing people off and convincing most of us that a messy divorce was more desirable than marriage counseling. Of course, a decision like the nuclear option to sell a pledge or tell them to suck it is made all the easier when the uncaring spouse (Port) locks the other spouse (the "troll") out of the house and the only communication the "troll" (who is standing outside in the cold rain) receives is signed divorce papers that the virtues along with a haughty email telling you to go get fucked.
1. I buy a 70+ pound Generator from Amazon late last November (my first time ever buying such a heavy object like this through them)
2. Generator arrives badly damaged, clearly it happened during shipping, so I contact Amazon and am offered full refund, or replacement.
3. Price was good, so I go through the hassle of returning it to Amazon for a replacement (probably should have just taken the money back, but I decided to see if the second one that came would be in any better shape than the first).
4. Second generator arrives and after unboxing it and a visual inspection by my untrained eyes, it appears okay. I leave it mothballed for the last seven months.
5. Just recently, decided I am going to service it and test it out properly, so I really start messing around with it and all of its little knobs and switches.
6. Am extremely dismayed to realize two flimsy plastic "DC Outlet Breaker" switches were broken off during shipping (found them in the bottom of the box... I had clearly not noticed the damage before or would have contacted Amazon immediately and just sent it back for a refund and given up on buying such a heavy/breakable object from them).
7. Start to read through the generator's reviews and am dismayed to see many comments about what a pain getting service through the warranty is (and am not sure the damage is even covered under the warranty since it might be considered "accidental" by the maker)
8. Write a bitchy email to Amazon this morning, mostly hoping they will put pressure on their supplier to improve their shitty packaging for such a heavy object with such easily breakable plastic switches. Also hoping for some kind of minor credit, but not hopeful because the generator is now nearly 9 months beyond its delivery date.
A very bitchy KB said:
I just want to complain about this item. The first time I tried to order this generator, it arrived badly damage and I shipped it back for a replacement. The second unit that arrived appeared to be okay, or so I thought, so I left it alone until now. Upon taking the generator out to test it, I have discovered that both of the "DC Outlet Breaker" switches on the control panel were broken, likely broken during shipping. This was something that was easy to overlook during my initial visual inspection of the item, especially considering I don't have a lot of experience using a generator. These switches are plastic, and based on pictures, appear to stick out from the unit at least an inch. The way this product was packaged was TERRIBLE and it's a wonder Amazon sold them at all considering how many you must have received back as damaged during shipping. Clearly, the manufacturer did not sufficiently package this product in a manner that ensured its breakable components would be protected during shipping. I am extremely dissatisfied with this purchase and even more disheartened to read in reviews about the maker's inability to offer timely and convenient warranty service. I realize I should have noticed this problem earlier, but like I said before, the item looked okay (at least compared to how badly the first one was that was sent to me). I have bought from Amazon before, and only returned things on a very rare occasion. Considering the money I spent on this item, I will probably never buy such a heavy item from Amazon again as I am no doubtful that you, or your suppliers, take adequate measures to keep the product safe when shipping it to your customers. I'm not sure what you can do to fix the situation considering my replacement unit arrived over 8 months ago, but again, I am extremely disappointed with spending so much money for a product that is now damaged and will be a very costly/inconvenient fix, if I can even get its repairs covered under the warranty. I hope your company has given the maker hell over their shoddy packaging because I am certain I am not the only customer who has had issues like this. Terrible. Absolutely terrible.
I just want to complain about this item. The first time I tried to order this generator, it arrived badly damage and I shipped it back for a replacement. The second unit that arrived appeared to be okay, or so I thought, so I left it alone until now. Upon taking the generator out to test it, I have discovered that both of the "DC Outlet Breaker" switches on the control panel were broken, likely broken during shipping. This was something that was easy to overlook during my initial visual inspection of the item, especially considering I don't have a lot of experience using a generator. These switches are plastic, and based on pictures, appear to stick out from the unit at least an inch. The way this product was packaged was TERRIBLE and it's a wonder Amazon sold them at all considering how many you must have received back as damaged during shipping. Clearly, the manufacturer did not sufficiently package this product in a manner that ensured its breakable components would be protected during shipping. I am extremely dissatisfied with this purchase and even more disheartened to read in reviews about the maker's inability to offer timely and convenient warranty service. I realize I should have noticed this problem earlier, but like I said before, the item looked okay (at least compared to how badly the first one was that was sent to me). I have bought from Amazon before, and only returned things on a very rare occasion. Considering the money I spent on this item, I will probably never buy such a heavy item from Amazon again as I am no doubtful that you, or your suppliers, take adequate measures to keep the product safe when shipping it to your customers. I'm not sure what you can do to fix the situation considering my replacement unit arrived over 8 months ago, but again, I am extremely disappointed with spending so much money for a product that is now damaged and will be a very costly/inconvenient fix, if I can even get its repairs covered under the warranty. I hope your company has given the maker hell over their shoddy packaging because I am certain I am not the only customer who has had issues like this. Terrible. Absolutely terrible.
9. Not even 3 hours later, I received this reply:
Hello,
I'm sorry to hear about the problem with your Generator. This is definitely not what we want our customers to experience.
On priority, I've forwarded this issue to the appropriate people in our company for review. All feedback are reviewed and taken seriously, and we're working hard to ensure a positive delivery experience across all customers. They'll surely look into this and rest assured this will be taken care of.
In this case, there's no need to return the item for us to issue a refund. You're welcome to keep, donate or dispose of it--whichever option is most appropriate and convenient for you.
To make sure I help, I've requested a refund for $XXXX.XX, which includes the cost of the item and any shipping costs. You'll see the refund within the next 2-3 business days. Once processed, you'll also be able to see the refund here:
(link redacted)
I hope this solution works for you. We look forward to seeing you again soon.
Best regards,
Akanksha
I'm sorry to hear about the problem with your Generator. This is definitely not what we want our customers to experience.
On priority, I've forwarded this issue to the appropriate people in our company for review. All feedback are reviewed and taken seriously, and we're working hard to ensure a positive delivery experience across all customers. They'll surely look into this and rest assured this will be taken care of.
In this case, there's no need to return the item for us to issue a refund. You're welcome to keep, donate or dispose of it--whichever option is most appropriate and convenient for you.
To make sure I help, I've requested a refund for $XXXX.XX, which includes the cost of the item and any shipping costs. You'll see the refund within the next 2-3 business days. Once processed, you'll also be able to see the refund here:
(link redacted)
I hope this solution works for you. We look forward to seeing you again soon.
Best regards,
Akanksha
10. Will still never buy such a heavy/fragile item through them again, but will now share their willingness to stand behind their customer with all my friends and family (including any on this board who might have read the above).
^Take notes, Portalarium. THIS is how you endear yourself to customers and keep them coming back for more.
You don't label them as "devil customers" who "hurt the bottom line" and ban them from buying from you like so many other retailers do (I guess Starr would say banning "toxic people" who "hurt the community" instead). You don't ignore their negative feedback, or denigrate their buyer's remorse by arrogantly comparing them to posters on reddit who participated in subreddits like "/fatpeoplehate" or "/shitniggerssay".... You actually listen, you make it right by them (even if you have to eat the full cost of the item and their complaints could've been total bullshit), and you show them both through your actions and your words that you "look forward to seeing them again soon."
Amazon will see me again, for sure, despite my misgivings that they are only slightly less evil than Walmart/Google/M$/etc. Amazon will get my business again despite the bad experience I had purchasing this item (and some Bosch laser levels from them). And who knows, one day, I might even get crazy enough to try to buy a heavy and easily breakable item from them again because I will remember that they stood by me and made things right even when they clearly didn't HAVE to.
They might treat their employees like shit, and they might not, but I've repeatedly had experiences with them that shows me they really are "customer-centric" and I have every confidence in buying from them in the future because, unlike the Portalariums of the world, they understand that what is important isn't making the fast nickel off a customer you burn today, but instead it's vital to make the slow dime from a customer who will shop with you FOR LIFE!
For a company that wants to sell luxury goods to whales in a manner that requires people to "stay in love" with them (to refer to Raph Koster's thoughts on the subject of games as a service), they sure have done an amazing job pissing people off and convincing most of us that a messy divorce was more desirable than marriage counseling. Of course, a decision like the nuclear option to sell a pledge or tell them to suck it is made all the easier when the uncaring spouse (Port) locks the other spouse (the "troll") out of the house and the only communication the "troll" (who is standing outside in the cold rain) receives is signed divorce papers that the virtues along with a haughty email telling you to go get fucked.
), but I guess since I don't fit in with the new and improved 
They were worried it was cancer at first, but turned out to just be a hydrocele; they drained 200ml of fluid but forgot to tell me even the slightest work in that area causes massive swelling for a few days, so I'm hobbling around everywhere very, very slowly at the moment... It's also why I set my account sale to end tonight, I spent yesterday not moving at all, and Monday I was in theatre. But today I can move, and finally shower! And now back to the doctors for the 2 day observation. Yes KB, I liked your post, but give me time to get too it, eh? 