[2] First let-down
A couple of bad experiences with a retailer today. Same retailer, different services. One related to number two son, the other not.
First issue: New TV
New TV ordered on Thursday, delivered today. Only the screen surround left the factory with a nice crack in it, small, but very noticeable due to its position. The outer packaging was fine so wasn't a transit issue. The email and website says to call the electrical helpline first for any return, they said to call after-sales as they dealt with queries such as the RTFM mob. Aftersales wanted me to speak to the helpline to get a resolution as they may be able to talk me through it (what, replacing it?), but they just told me to ring you, now you tell me to ring them??? After speaking to person number 3 a replacement was not ordered as they did not have access to the "computer systems" to tell me where it would be in stock to go and collect (as I am not waiting in a full day again). Damaged TV being collected tomorrow with refund coming.
Second issue: Baby & Toddler club
On February 8th we registered for the Baby & Toddler Club. Confirmation email arrived within the hour, then nothing. 27th March we tried again, same thing. Nothing through from February, so we called today. Someone today (today - coincidence?) has cancelled our club membership, so they will set it up again, although the first 3 of 8 magazines we won't get. And the welcome pack will be 3 weeks away. Hmm, tell you what, how about you just hang on to them? "I can see the user ID of the person who cancelled it, I'll find out and call you back". Breath, holding.......
So that's it, two bad experiences today with a company that has got too large for its customers to be important enough to respond to when they get sucked in by the advertised "clubs". So large that it spends a fortune on advertising a service that it frankly can't deliver. Too large that when problems arise you get ping-ponged between two departments that clearly don't even know their own remits.
Tesco. Just too large.
Comments
Tesco are doing Baby & Toddler Clubs? ;)
I see the problem as slightly different, it's when a company, no matter what size, become obsessed with process and cannot deviate.
When something comes along that doesn't quite fit their process, they try to shove it in the front end again, and keep trying. Nope, still won't work, and they don't think of just addressing and fixing the problem using logic and common sense. No, must use process.
Posted by: Richard Brunton | April 7, 2010 7:28 AM
Of course they do Baby & Toddler clubs - it runs just like the City Car Club - if you want one you just phone up and pick one up from the nearest street corner! Right, that didn't sound as Michael Jackson in my head as it did by the time the keyboard got involved!
You're absolutely right with process and I think that's exactly what's happened here, especially with the TV. Rang at 14:30, 2 hours 30 mins AFTER next day deadline, so they could not break from that process and offer the customer something to suit them. I've asked that they provide that poor chap with either the computer system to which he aspires to have, or at least a phone so he can call the store. Ahh, problem - there's no process for that though.
Posted by: Lee | April 7, 2010 12:00 PM