This post was based from my very personal experience with a computer accessories store recently. The experience instantly triggered an idea for me to post some idea on how you can actually keep your customer away and shut down your business.
The worth a bargain item.
My girlfriend purchased a set of computer speaker system to fulfill her quest to enjoy movies she loves. The price was around RM150 which for me is quite cheap for a decent quality speakers system. This was a year ago and she got a 1 year warranty for the system. I thought it was a great bargain since the system came from a distinguished brand. And yes we did enjoy couples of movies both DVD and downloaded. For about 7 months, it was working so well until it started making problems. Then the story begins.
The inexperienced and deceitful staff.
We went back to the shop to get the speakers for servicing and what they told us was surprisingly different from what they had promised her before. It was so amazing how they came up with so many ridiculous excuses. The first sales guy we met was told us that any the warranty for the speakers only valid for a short 6 months. We had a little arguments about that of course. Embarrassingly for the company, this poor inexperienced sales guy had no idea what he was talking about. He even asked who which salesman sold us the set which has nothing to do with it since we already have a proof of purchase. He kept on saying the warranty only valid for 6 months. He went up to his colleague showed him the the receipt only to come back with an even more ridiculous answer. He explained to us the name of the shop had been change so he can’t do anything. By then, my girlfriend had lost her patient and decided to leave. And so we left. It was a wrong move we made but I was not satisfied with how they treated as customers and my girlfriend had started yelling. Who wouldn’t?
The failure in keeping customers’ complaints and contacts detail.
When I came back to the store few weeks later, this time alone with the speakers. I went straight to one of their staff and showed him the receipt with a question “Is this receipt belongs to this company?”. He explained to me that the company name had been changed but they are still the same company who issued the receipt. I checked with him about the warranty and I got the same crappy “valid for 6 months only”. The truth was I have inspected the set and found a decal stating that the warranty validity is 1 year. As soon as he saw the decal he startled and I was already looking for the manager. I showed her the decal and she straight away instructed the staff to check on the set. That was great to finally get a proper response. So we checked the set and he agreed there was problem. There was however one more problem, there were out of stock. He offered me to leave the set there until they get a new stock and he will contact me when they have a replacement. I was asked to leave my contact info for them so they could inform me in 2 weeks time. This is where they started to give me doubts over their customer services. I was given only a piece of small blank paper and a pen to write in my name and my contacts. That was it, I asked them whether they have any proper forms which I could fill-in. And they said they don’t have any. I had a feeling that paper just going to end up in a dustbin. So I waited.
The no such customer here, bad excuses, bad customer retaining effort.
After 2 weeks of silence, my girlfriend asked me to give them a call instead. So I called and I was received nicely which is a great thing about Malaysian. I introduced myself, told them I came few weeks ago, and asked them about the speakers. So as I mentioned before, with only a piece of paper I wasn’t surprised if they had lost my details. They lady actually asked for my details AGAIN! Imagine that. As if I was experiencing deja vu they asked me which staff I checked the speakers with. Another thing was they told me they’ve been receiving a lot of defected items recently(are you telling me you are selling junks?) I was very frustrated with how they handle their customers. I’m going to see them for the last time next week for a last chance. I am hoping not to get the same crap or the manager will get a great review from me.
Good read bro…Yup sad to say some people just aint giving any after sales service huh???? Hmmmmmm…..
It is very true and that is very sad. They should have done better.