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Customer Service: It’s In The Details

November 16th, 2008 by Geaked

It should have been a simple order to fill:

1) Pack one laptop AC converter and one power cord in box.

2) Mail to Geakz.

My package came in a timely manner. I found a decent price including shipping from www.megaemarket.com. In a few days it arrived. I opened up the USPS box and unwrapped the AC brick. I untwisted the wire around the power cord and stretched out the kinks. It only took a quick glance to realize that my secondary power unit would return to the box from whence it came.

This, my friends, is a classic case of fitting a round peg in a square hole.

I’ve sent off an email to the folks at S.A. Technology asking them how they would like to proceed. If they have exemplary customer service, they would send me the appropriate power chord – no questions asked (and not even request that I bother to return the incorrect chord). Of course customer service isn’t always how a company rectifies a situation – it’s getting it right the first time.

We shall see. I’ll be back to report the outcome.

** Update 11/18/09 **

Although I had to send a second email to shake the tree again, I just received the following reply:

Geakz,

Sorry for any inconvenience, I will send two prong out tomorrow.

Danny

That’s good news. I don’t have to monkey around with returning anything. Short and sweet reply. Thanks to Danny at www.megaemarket.com

2 Responses

Jaffer writes:
November 16th, 2008 at 3:31 pm

It may be funny, looking at the pictures but let me tell you I used to work once upon a time assembling Canon and Xerox image servers.

Power cords and their converters were stored in different bins. An order called for them by a 9 digit bar code – distinct for both the cord and the adapter.
I'd just had to walk to the bin and blindly pick out the cord by just re-checking the bar code and do the same for the converter, and if they both “PASSED” under the scanner, they were packed and sent to shipping.

Did I check the the holes and the plugs ? Nope ! I just did my job exactly as said by the Manufacturing Process Instruction posted on the company's intranet !

I can't tell you how many times I misread the 9 digit bar code and packed Australian Power cords bound for the UK or German power cords bound for the USA – or more ridiculously, French cords to Italy and vice versa.

And I was never once blamed !

Reply
Geakz writes:
November 16th, 2008 at 6:29 pm

Greetings Jaffer. And just what was the percentage of times that this mistake would happen? You've detailed the scenario that could ultimately lead to a mistake and I had a similar vision in my head; grab this thing, grab that thing, etc. What was your companies policy on taking care of the customer at that time?
Lately I feel like my odds of winning the Lottery are better than getting an online order correct. I know mistakes happen, and I'm not looking to lower my cross hairs on the person who mismatched my items, but I do know that there is a lot of competition for my money on the Internet. When an economy is in dire straights, and there are myriad others selling the same thing, you'd think they'd pay more attention to a simple detail. It's called 'double checking the order'. But then again, that's just me. Thanks for your comment!

Reply