A few weeks ago I downloaded some LOGO design software. I could not get the software to load correctly. The “support team” was anything but helpful and just kept spinning me around and around in circles. Finally after four days of frustration I removed the software from my computer and requested my money back, making use of their 100% satisfaction guarantee policy.
I got an email response that said, “Our 100% guaranteed satisfaction policy has changed” and once again I began to be sent spinning in circles of emails and non-reply to my repeated contacts.
After a few weeks, and figuring I was wasting my time with them, I called the credit card company I used to purchase the program, asking if they could do anything. Well, this morning I got a phone call from one of the “support people” at said software company. “We are ready to issue you a refund, please contact your bank and settle the charge back as it effects the reputation of our business.”
What? I almost fell off my chair. No – it reflects the actual behavior and character of your business. Where was this phone call when I wanted support? I actually sent an email that included my cell phone number…begging someone to call me to help get the program installed so I could use it and complete my project! You were happy to leave me hanging…but now that it effects your reputation there is a sense of urgency and you are compelled to act?
I do appreciate the global economy…the ability to get anything from anywhere at a moments notice via the web…but it is interactions like these that make me long for the mom and pop stores where everyone knows your name and people actually care about the reputation they are building with each transaction.