Where has customer service gone?

Posted by Roxanne on August 7, 2008

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In the past two weeks I made online purchases from two different companies that had horrible customer service.

Well…one I attempted to make a purchase from, but since I was making the purchase for my aunt and had previously used my credit card with a different shipping address, this company’s error message said I could not use my card for a second account. I figured - OK - I’ll just change the shipping address. That didn’t work. There was a glitch in the site that took the Order Now button away when I changed the shipping address. So I called the company. Their phone message was:

“We’re sorry, but no one is available to take your call. Please refer to our extensive help section at ABC.com or email support@ABC.com”

Well…that poses a slight problem because there is NO HELP SECTION at that site. But - OK - I can email support. I emailed a detailed explanation of the problem and asked what I could do to get this product ordered for my aunt and the answer was:

“Hello,

Yes, we are sorry, our system will allow a credit card to be used only once.
Have an awesome day,
Support”

WHAT??? This did not tell me how I could purchase their product for my aunt. I again attempted phone support. No luck there, but I did leave a detailed message. I then replied to support’s email. I explained that they did not answer the question and please let me know how I can get this product ordered to be shipped to my aunt. Here’s their answer:

“Currently, we don’t have a way for multiple shipping addresses or credit cards to be attached to the same account. The best way to order product for your aunt will be to sign her up as a customer at ABC.com by clicking the “Order Now” link.

Have an awesome day,
Support “

THIS was what I was trying to do in the first place and the system wouldn’t let me because I was already a customer with my credit card. Do they not know how to read? My guess is that they just don’t want to take the TIME to read. However, in the meantime, they upset a current customer and were going to lose other customers. My aunt knows a LOT of people who would like to order this product. This company was so self absorbed that they just didn’t care about ONE potential customer. HOWEVER…one could turn into hundreds once word of mouth about the product takes over. The product is THAT good.

Unfortunately, it seems companies either focus on product OR focus on great service. Why can’t they do both? This particular company says that in order for them to keep their costs down, they don’t have physical offices. GREAT - but you need SOME KIND of offices. Hire someone to answer the phones from their home. They can at least take messages and keep customers happy that their concerns are being addressed.

I don’t care how good a product is, if customers can’t order it and have it shipped WHEREVER THEY WANT, or if they have to jump through hoops to order, they will be gone and will not order at all. It’s sad that companies don’t or can’t see that. I just don’t understand how customer service has managed to take such a nosedive in the past 10 - 15 years. It’s amazing.

Bottom line - if you are running a company, a home based business, whatever - you MUST be available to help people. Either by phone or email or both. When someone emails with a problem, read the entire email before you respond or you may end up looking like an idiot.

The customer is ALWAYS right and if you treat them like they are not, they will not do business with you again. And they may blog about it or tell all of their online friends AND offline friends. Bad word of mouth spreads like wildfire.

Make it a great day!! YOU Deserve Success!!

Roxanne Green