thesonya83
 New
Australia
Offline
|
Online support AND email support needing serious improvement. This is the worst customer experience I have EVER experienced (and I know, I'm a customer experience manager by profession). Below is my ongoing saga... it's beyond frustrating!
• 13 Jan - I ordered 3 items from your online store (remote controller hood, spare battery and ND filters)
• 19 Jan (request #357070) – I followed up with you again to request an update on where my items were. You responded to this email on 13 Feb. It took you 3.5 weeks to respond to this!!
• 20 Jan (Request #358450) - I followed up on my order again as I could see payment went through but items had not been shipped. Your team responded to my email but did not give me the answer I wanted (you just stated the obvious without answering my questions/addressing my concerns!).
• 25 Jan (Request #358450) - I followed up again to request #358450 to ask why my items had not been shipped, what was causing the hold up and when my items would be shipped. You NEVER responded to this request. Is this how you treat all your customers??
• 2 Feb – I used your online chat to follow up on my order again. The operator stated that the hold up was the ND filters and that my items would not be shipped until late February. I told the operator to cancel the ND FILTERS and to send the battery and remote controller hood.
• 7 Feb (request #373230) – I received notification that I was being refunded for the hood and the ND Filters and battery were being shipped – this is NOT what I asked the operator to do during the online chat on 2 Feb. I responded immediately to tell you that you had cancelled the wrong item and shipped the wrong items and to ask you to investigate and provide me with a response as to WHY this had happened. Your operator responded stating the obvious (that the hood had been cancelled – I know! That’s not the question I asked!!!!). By the way, why the heck did your online operator tell me the ND filters was causing the hold up and that the filters wouldn't be available for shipping until the end of the month - did he lie to me/make up an excuse?!?!?!?
• 8 Feb (request #373230) – I had to CALL your office in China to talk to someone about this due to my frustration only to be told that I couldn't speak to someone and to go to online chat. Finally she said she would follow up on her colleague on my behalf. I followed up again to state that your operators cancelled the incorrect item. I asked for an additional $26 to be refunded to me and the hood to be sent to me (I didn’t know that the ND filters had already been shipped to me – and didn’t your operator tell me via online chat that ND filters won’t be available until late Feb?????). Your operator responded to ask:
o Would I like to place a new order for the Hood?
o Tell me if I don’t want to keep the ND filters, to return them for a refund to an address in Hong Kong. You did not offer me a courier service – do you expect ME to PAY for the shipping back to you for YOUR ERROR??
• 9 Feb (request #373230) – I responded to your email to let you know that YES I want to re-order the Hood, BUT I don’t think I should have to pay the cost for shipping again for YOUR MISTAKE. I also asked how to ship the ND Filters back to you without having to pay for the shipping myself (as this is not fair for me, it was your error to begin with). Your operator responded to tell me that she would provide an update to me the next day – THIS NEVER HAPPENED!
• 13 Feb (request #373230) – I had to follow you up AGAIN to ask for an update on:
o Will the shipping cost for ordering the hood be waived
o How I return the ND Filters for a refund without having to pay for the cost of shipping back to you
• 15 Feb – followed up via online chat to check on this as again as you did not respond to my previous email. Operator promised to check and follow up via email.
• 17 Feb – Your support team (support.NA62) responded to tell me that my order can’t be reinstated because the refund has already been issued. I responded to this email to tell you that I am happy to order the hood via the online store, however as it was YOUR ERROR to begin with, I don't think I should have to pay for the shipping cost again. All I want is a credit note or coupon or something to waive the cost of shipping for when I re-order the hood via your online store. As for the ND filters, forget it, I’ll just sell them to a friend. I received another email from your team to tell me that my email had come to the wrong team (technical support) and that I should contact the pre-sales team via email or online chat. Seriously? You want me to go and repeat myself AGAIN to another mailbox? ARGH!!!!!
Your processes are clearly too complex and don’t focus on customer experience. As you can see from the timeline.. this had taken well over a month which is appalling. I think I have been more than patient with your customer service team, but there is some serious gaps in your processes.
|
|
lvl.3
Administrator
lvl.1
