"Puzzled by Customer Service Response - ?" Topic
10 Posts
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Joes Shop | 18 Dec 2016 9:21 a.m. PST |
I ordered a book on 11/28 from a well known hobby company (not wargame related). I know the guy who owns the company: staff of 4 and all have 'real jobs'. Yesterday, 12/17, I sent an email in the morning inquiring about the status of the order. It was literal, no rant, just asking them to advise me. I received the following two hours later: "We have been working through our mountain of sales flurry as fast as we can, first to last. BUT if we get an inquiry, we shove that person to the top of the heap and get them out right away, which we are doing with you." I responded stating that was not necessary and I was simply asking for status. I thought, if I was one of the people that got bumped that way and found out I would be annoyed. Before I could finish my response my email program beeped and a new message appeared stating my book had shipped. I find their response (and procedure) odd to say the least. Your thoughts – ? |
coopman | 18 Dec 2016 9:42 a.m. PST |
My company does the same thing. You make noise, your order goes to the top of the pile. |
Roderick Robertson | 18 Dec 2016 9:56 a.m. PST |
Squeaky wheels and grease. They're trying to mollify you, just in case you're too polite to tell them what you really think, but are planning on slamming them in a review. I, personally, would not have phrased the reply that way, I would have said something like "Oh, wow, what a coincidence, we were just processing your order…". Like magicians, Customer Service should never reveal their secrets… |
Jeff Ewing | 18 Dec 2016 10:01 a.m. PST |
It does seem like what economists call a "perverse incentive" -- that is it encourages people to complain. |
emckinney | 18 Dec 2016 11:51 a.m. PST |
Passive-aggressive. Classic. |
Dave Jackson | 18 Dec 2016 1:25 p.m. PST |
Maybe you should ask the owner about it… |
Joes Shop | 18 Dec 2016 2:08 p.m. PST |
I'm going to: will see him at a Trade Show in January. |
Leadjunky | 18 Dec 2016 2:54 p.m. PST |
Not to worry. Life is full of other interests. |
Joes Shop | 18 Dec 2016 4:31 p.m. PST |
Obviously. However, I have never received a response like that and wanted the opinion of others. |
jowady | 18 Dec 2016 8:16 p.m. PST |
I would question whether I wanted to do business with this company again. I've run retail shops and if one of my employees had told a customer this they would at the very least have gotten a talking to about what good customer service actually is. They should have just (if it's their actual practice to move someone like you up in line) sent the order and then sent you a confirming email. Instead they chose to run the risk of having you feel the way you obviously do. It's a lousy way of treating a customer and I understand your questioning of it. You just wanted some info, you weren't asking for special treatment but they made it appear that you did. |
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