This week I experienced the absolute “Best” and the worst in customer service.
The best was from Power Balance. I contacted them with a question and my reply was quickly back to me from Josh Rodarmel. Power Balance is a company that deals with a couple of different items but I was most interested in the small decals that I was shown an actual demonstration of while I was on vacation in Arizona. Go to the site and view the short video about the balance test. That test was preformed on me and it worked exactly as the video shows, very impressive. So not only can I highly recommend the product but Josh went out of his way to offer outstanding customer service. Kudos to Power Balance.
On the other hand… I am not going to tell you the name of the company that I am so displeased with but I will say as good as I have found their product to be I would have a real hard time promoting it. I contacted their customer service through a help desk. Now what that means is that I had to put in information about me so that they knew who I was. I had just recently order their product and it was NOT cheap. The reply came back that they didn’t deal in anything like that. My question was a simple yes or a no answer.
I have downloaded this wonderful XXXXXXX to my desk top when I tried to download to my laptop it went to page not found.
Was there only one down load to this? Thanks for your help.
At the bottom of this message was a place to reply back by clicking a button to let them know if that answer had been helpful. Of course the answer was not helpful so I once again I repeated the original question. I waited for them to get back to me for 2 days. I heard nothing. So once again I logged into the help desk and saw that my ticket had been closed or solved. There was a button to re-open, so I clicked and once again I jotted off my note with more detailed information this time.
Along with the information that I originally asked for this is what else I got..
Your second question was no where EVEN NEAR your 1st. You did not even know the name of what you purchased in your 1st question Cindy. In the future, refrain from the sarcasim when you are wrong….
Here is the information you requested:
Well may I say I was pissed. Me being the even tempered lady that I am I wrote them back a note to thank them for the information that they supplied with that handy reply link that asked???? Was this information helpful. This was my note.
“Yes” as a matter of fact this is Perfect. Just the answer I needed. Thanks so much for supplying me with that information.Also I would like to thank you for telling me I was WRONG!! You have come up with this wonderful piece of software,
that is able to XXXXX out the XXXXXXXXXX to be XXXXXX tell more about XXX than anyone would ever need to know. It does indeed work great. You have also put together the most wonderful videos to tell me exactly how to use it. I really can’t say enough nice things about it.
BUT… you had no clue what I was talking about when I logged into the help desk and submitted a ticket asking if there was more than one download available to put it on my laptop as well as my desktop.
Thanks! not only was I wrong but pretty stupid too for thinking that.
What do you think? Â How important is customer service to you?
2 responses so far ↓
1 Karen Weir // Mar 29, 2008 at 12:58 pm
Customer service is critical - as you point out, even though you are very happy with the product, the way you were treated trumps the quality of the merchandise. Proof again that marketing is a relationship business. I hope the guy you got on the helpdesk is the exception and not the rule for that company. I wonder if you should consider an email to the owner?
2 Cindy Bolley // Mar 29, 2008 at 1:01 pm
I thought of that but it looks like the only way I can get a message to them is through that help desk. If I were the owner I sure would like to know.
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