2007 - June

[Sweder]

Sorry to hear you've been hounded by yet another of the seemingly endless 'customer-service-of-a-rusty-nail' companies. I'm all for drawing up a blacklist - and not just any old gripe gets you on it, either, but a sustained period of awfulness, such as your experience with this lot.

Why should they get away with it?
It's a numbers game for them. If 5% of their customers receive no service whatsoever that's inconsequential against the tide of advertising and resultant new business. I wept blood over the fact that some of my customers in Turkey had to wait 24 hours for their cargo - and it was entirely out of my control. Even my experience with Dell - which I've mentioned briefly in the past - whilst not entirely satisfactory was a lesson to me in constant customer contact. OK, the calls were from darkest Delhi, but they came regularly and enquired as to my satisfaction or otherwise with their efforts to resolve it. They appeared to give a monkey's, which is the least one should expect when parting with large amounts of one's hard-earned. In the end the company resolved the issues; Dell and I are once more sickeningly in love and I’d recommend them to anyone. Why? Because things go wrong – it’s an unavoidable part of life. It's how you handle those moments that reveals your true business ethos. Companies who cut their losses (and their affected customers adrift) should be named, shamed and hung out to dry.

Come on, all together, in your best Peter Finch:
[SIZE="2"][SIZE="3"]We’re mad as hell and we’re not gonna take it anymore!!![/SIZE][/SIZE]