A few weeks ago, we had a problem with a piece of technology that required us to contact the customer support of a company which shall remain nameless. The call required us to send back the item to be investigated and repaired by the vendor.
Since the item was within warranty, we were supposed to receive a pre-paid box in which the item was to be placed and returned via courier. After a week of waiting, the pre-paid box had failed to appear and there was no followup from the vendor so my wife took it upon herself to follow-up. The following are the statistics for her attempt.
Number of calls placed: 1
Number of minutes: 138
Number of transfers: 19
Number of countries involved: 4
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This world we live in has gotten much bigger and at the same time much smaller. My world is no longer just my city or my country; I can surf the Internet and read information from around the globe minutes after it is was written. At the same time, the world is so much smaller since an organization with a global reach can bounce customers around the world in real-time. But even with this global reach, it doesn’t seem that customer service has gotten any better, just cheaper for those providing the “service”……
d.
October 26, 2009 – Thought I’d mention that the box we received to send the item back to the vendor for repair was TOO SMALL!!! We had to repackage the item into a box we already had around the house.