02 November 2009
Lack of support
Most of my Saturday morning was spent on the telephone. You see, I was trying to cancel a mobile phone account for reasons I won't bore you with.
I was told emphatically that if I was not happy with the new phone, I could simply cancel the contract within 14 days. As this was day 5, I naively assumed that this would be a case of a simple phonecall. Cutting to the chase – the end result was that I was to be sent an envelope, with which to return the phone. Simple.
Nearly three hours in, this result had yet to be realised and my patience was wearing thin at being transferred from department to department and listening to unbelievably awful hold music. After the third hour, it was clear that the process was being made deliberately difficult – presumably with the effect that I would simply give up.
I didn't. And – eventually – after much wailing and gnashing of teeth, the issue was resolved.
Technical support is a much needed service and - in the electronics sector - a crucial one. Many electronics firms invest heavily and take pride in the support that they can offer. Clients appreciate the personal touch and it often results in loyal relationships which can last for many years.
In comparison, my mobile provider's complete disregard for any form of customer satisfaction has left me cold. I will never use them again. And while I'm under no allusions that rival companies offer any different a 'service', I haven't encountered them yet. I'm a fickle customer with not enough hours in the day.
Not unlike most of yours.
Take pride in your technical support and your customers will repay you with loyalty that money can't buy.
Author
Chris Shaw
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