- Conversion Rate Optimization & Marketing Blog | FutureNow - http://www.grokdotcom.com -

Customer Disservice

Posted By Josh Hay On December 9, 2005 @ 1:21 pm In Branding and Advertising Rants | 1 Comment


(what’s this? [1])

The holidays came early for me this year when my desktop at home literally started smoking, so I need to get a replacement fast. I find what I need at Tiger Direct [2], and decide to break the bank for 2nd day air shipping. My order goes through, and then I receive a cryptic email saying something about my order may require something from the Credit Department prior to shipping, for security  reasons. On the email there is a link to check the order. A day after their email, the order has still yet to begin processing.

I call them and the customer service agent tells me if I can’t get my credit information verified within a half hour my order won’t get shipped today. Why do I need my credit verified, I’m not financing this PC?  I’m less than thrilled, but I’m transferred to a credit agent who exclaims they haven’t begun to process my credit card order. When I placed the order online, there were none of these issues. After a long and involved process, I was told my computer was finally being shipped. Excellent.

I asked her to transfer me to a customer service manager because I wasn’t informed of the delays. I asked the manager for my extra shipping costs to be refunded because there won’t be anything expedited about my shipping. He told me they sent an automated email about the credit problem and I was supposed to contact them, except the email explicitly stated I should wait to be contacted. He then acknowledges the computer is on backorder and it will be shipped until the 15th. Now I’m very upset.

The manager tells me they can offer me a similar system with the same specs for the same price. Upon checking the site, we find a machine, but the manager now tells me they can only give me a machine at their cost, which is $200 more than I spent.

Is paying online with a credit card too difficult to process in real-time? Is it to much to “assume” when shopping online that stock indicators will be provided at the Point of Action? Is it too much to ask that communication be accurate and timely when unforeseen errors arise? Sadly, this is level of customer service, and online experience is out there, and on sites who truly should know better. What happens in this rave new world of customer empowerment? Well, I think you just read about it…

Article printed from Conversion Rate Optimization & Marketing Blog | FutureNow: http://www.grokdotcom.com

URL to article: http://www.grokdotcom.com/2005/12/09/customer-disservice/

URLs in this post:

[1] what’s this?: http://www.grokdotcom.com/2005/12/02/its-begining-to-look-a-lot-like-christmas/

[2] Tiger Direct: http://tigerdirect.com

Copyright © 2009 FutureNow's GrokDotCom / Marketing Optimization Blog. All rights reserved.