Bad Customer support from Truebox.com about a Broken Battery
stroller at stellar.eclipse.co.uk
Thu Dec 11 14:23:51 CET 2008
Bad move, guys.
If the customer says the goods haven't arrived, you have to take it on
the chin & send a replacement, unless you can prove otherwise.
ankostis' words "i had personally instructed you" suggest to me that
he may be a demanding & unwelcome customer - if I were writing I would
"advise you" to choose a service with tracking capabilities - but that
does not justify accusing him of "bad mouthing" you. Your mother
brought you up better than for you to make such a response!!
Customer service requires you often to exceed expectations. I know,
because I've had to swallow the expense myself of hardware lost by the
post office. He's a customer and he's entitled to "bad mouth" you, as
long as he states the facts.
I just don't get it:
1) you send out a phone with a duff battery. Not your fault.
2) you send out a replacement battery which gets lost in the post. Not
3) you send out a second replacement battery. Why the heck did you
choose not to send it Special Delivery this time?? It was behove upon
you to do so - hang the cost - in order to demonstrate your exemplary
customer service. You failed.
If I were in your position now - which I would not be!! I should be
shamed to admit that I have failed customers on more than one
occasion, but never over something as straight-forward as taking a
jiffy bag to the post office - I would now be thinking I need to pay
Fed Ex or someone £80 or more to get a battery to Greece within 24 or
On 10 Dec 2008, at 15:20, ankostis wrote:
> 2) Since you claimed to have sent me already 1 battery and got lost,
> and after i had personally instructed you to choose a service with
> tracking capabilities from
> my country's postal-service, why did you choose to ignore that mail?
> On Wed, Dec 10, 2008 at 4:05 PM, Customer Services
> <customerservices at truebox.co.uk> wrote:
>> It is a real shame that you consider bad mouthing us in public is
>> practice. We have sent you 2 batteries that have not arrived
>> entirely at our
>> cost, you claim you have not received them but we have no way to
>> verify that
>> is the case. We cannot send batteries with tracking numbers as that
>> increases the cost 3 fold, we have done everything we can to
>> rectify your
>> problem, we cannot be held responsible for courier/postal services
>> in your
>> country. We get complains from customers who ask why we send
>> packages that
>> must be signed for! Whatever we do as a company we cannot make
>> happy, people have different opinions of what should be done. What
>> I will
>> say is that we have many happy customers and your bad mouthing of
>> us in
>> public when we have tried to resolve your problem is not acceptable
>> and you
>> can take it from us now that we will no longer do business with
>> you as an
>> individual because of that.
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