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December 19th, 2005, 09:05 PM #1Customer Service So Bad...
Does anyone else have experience with a merchant that has customer service so bad that you are going to take down all their links? That's what happened with me and Spilsbury. Here’s what happened
-12-12-05 Placed an order for 6 items. Afterward I sent them an email asking 2 simple questions and got a support ticket number.
-12-13-05 they responded to my support ticket without answering my questions, but saying 2 items are out of stock
-12-14-05 I called to see if they took them off my order or are they keeping them on backorder, but the woman says my order number does not exist in their system, then proceeds to tell me not to worry about that, everything is okay.
-12-14-05 I reply to the support ticket asking for a tracking number
-12-15-05 They respond and say Error I sent no message in my email (I see the message in my sent mail folder)
-12-16-05 I call asking for a tracking number, she says she does not have one but sees my order was shipped on 12-12-05
-12-19-05 They send me an email with a tracking number. UPS says it was shipped 12-19-05 (not when they said). They also say they only shipped 3 items. I ordered 6 items, they say 2 were out of stock, and 1 magically disappeared. I was shipping gifts to family up North for xmas, They messed me all up.
December 19th, 2005, 09:15 PM #2Originally Posted by shimmy
December 19th, 2005, 09:17 PM #3
December 19th, 2005, 09:33 PM #4Originally Posted by HardwareGeek
December 20th, 2005, 12:03 AM #5
I've removed quite a few merchants from my sites over the years due to poor customer service.
I have two fairly simple guidelines. 1) If merchants aren't responsive to customer service issues, they're gone. 2) If the volume of complaints I get are excessive (even if they're handled when I pass them on), they're gone.
When I get a customer service complaint, I pass it on to the affiliate manager, owner, customer service manager, or whichever contact of mine would be in the best position to get the problem resolved. As long as it's a real issue rather than just an obstinate customer that cannot be pleased, I expect my contact to respond quickly, go out of his or her way to make the customer happy, and communicate back to the customer. A good merchant will resolve the problem PLUS give a gift certificate or special coupon to compensate for the inconvenience. That makes for a very happy customer.
I'm of the opinion that you learn far more about a merchant when they have a problem than you ever will without a problem. Problems should be rare, but when they happen (and with enough volume, they will...) the merchant should go above and beyond the call of duty to make things right. A customer with a problem will tell many people about their problem. If you resolve it quickly, completely, and cheerfully, they will tell many people how good your customer service is and you'll likely win a customer for life.
A story I like to tell my merchants who aren't sure how to handle customer complaints... I ordered flowers for my wife's birthday, and they were delivered on the wrong day (one day early). I called to complain. They apologized, refunded my money, and sent an even larger bouquet the next day. I was flabbergasted. They won a customer for life.
December 20th, 2005, 01:43 AM #6Originally Posted by MichaelColey
There's a "law" floating around about how if a customer is happy, they'll tell a handful of people but if they're unhappy, they'll tell many more, which averages out to about 500 lost customers for every dissatisfied one. Customer service is vital, especially on the Internet where most consumers are nervous about doing business as it is.
December 21st, 2005, 04:54 PM #7
And to top it all off I just checked if the commission tracked, and of course it didn't
December 21st, 2005, 05:13 PM #8
- Join Date
- January 18th, 2005
Sorry to hear about your troubles shimmy! and thanks for the heads up... I surely will not promote them now.