Tough Economy+Poor Service=???

[Waxman]

My wife has a little handheld Orek vacuum she really likes to use around the house. The kids like to walk on (or jump up and down on?) the flexible hose and it broke. It now sucks in at the broken spot when the vac is switched on. This happened on Friday.

So I call the only local shop that carries Orek parts. Leave a message Saturday. Monday comes and goes w/no returned call so I call again. Another message is left. I get to work this morning and there is a message from the place; "So sorry, don't know what happened, etc. Need to know the style vac etc. They left the message at 6:30 pm. So I call back to give them the info they need and leave ANOTHER MESSAGE. Then I call their branch 30 miles away. The lady is there, picks up and finally says "you need to bring the vac in so we can match up the hose".

Um, Okay. And WHY DIDN'T YOU JUST TELL ME THAT in a message on MONDAY???

I just cannot understand or relate to companies that so wantonly display poor service and a 'could care less' attitude!

 

[rph9168]

For God's sake don't call Microsoft for help. You might kill yourself.

Several weeks back I spent over 2 hours on the phone in an attempt to correct a problem I was having with Outlook. Basically they kept passing me from one department to another and from one tech (that barely spoke English) to another. In the end they said they could not solve the problem at this point and would get back to me. After I hung up I was so frustrated I tried to work on it myself. In ten minutes the problem was solved. I still haven't heard back from Microsoft.

 

[Patrick H. Crowe]

Waxman:

Amen, amen amen!

Patrick H. Crowe

 

[Bubbles Galore]

I have always considered a good company to have exceptional customer service.

Customer service departments show how much a company really cares about its customers by assisting after the sale with whatever issues rise up.

At the wash, people are amazed that I call back and apologize in person. I always hear "It's no big deal." "I just wanted to let you know". It's so important at any business, especially my wash which is unattended, to make sure that if someone will take the time to call or leave a note that I respond and rectify the situation.

I'm not sure how you can operate a successful business any other way. Companies that take that 'extra step' are the ones that will still be around when the dust settles. Best of luck with getting that vacuum fixed!

 

[pitzerwm]

Bottom line is that most people shouldn't be in business and that is why many fail and go away. I have a Braun toothbrush that was dying under warantee, I call and need to send it to Seattle to a repair place, after a week, I call them, guy says yes he got it and is waiting for a part. A few days later I get it back in the mail, with a "refused" on the box. I call the place and the guys messes around awhile. Finally, says that he didn't get it and since he is closed on Tursdays and Fridays, he doesn't know what happened. I call Proctor & Gamble who now owns Braun, explain what happened and suggest that they get rid of him. She says "really sorry", I'll send you a new one immediately, which she did.

Arrow Group, which makes a metal shed IN THE USA, sent me a missing part the same day that I emailed them, turned out that it wasn't missing.

Verizon, on the phone for 45 minutes before getting it dealt with.

Run your business like you will be there in 20 years and you will make smart decisions.

 

[MEP001]

Verizon, on the phone for 45 minutes before getting it dealt with.

I'm surprised by that. I've had nothing but excellent service from Verizon Wireless (Is that what you meant?) and went with them originally because they were voted #1 in all major cities polled in all areas of service. I haven't needed to talk to anyone with them in a few years - maybe they've let things go.

I had been trying to find a replacement two-speed motor for a whole-house fan and brought it into a local place that advertised "every type of electric motor." I set it it on the counter and said I was looking for a replacement for it and the idiot behind the counter laughed and said "I guess you're still looking, because we won't have one of those." I swore I would never consider using them again. A similar experience at a Napa auto parts also had them forever lose me as a customer.