AW customer service
by 812 - 3/6/05 8:39 PM
In Reply to: Appalling service by DLBelton
I've been reading through all these messages, and am surprised that there is such surprise @ the lousy service AW is offering.
My experience from both buying on line or in retail establishments in the last 6 months is that "customer service" is a misnomer. In most places it should be called "customer disservice"
Customer service used to be there to correct problems and make the customer happy. In many companies now, it is a profit center. The management of customer service dept. is given a quaterly budget to be used for refunds, repairs, shipping, etc. to satisfy customers' complaints. Any budgeted funds not used becomes a quarterly "bonus" for the management team. The emphasis is on saving money, not saving customers.
The company I work for is a case in point. We are a huge furniture retailer with two locations in the lower midwest, and we ship all over the country. But our customer service is so lousy that I won't buy from myself. I have heard the CS manager on numerous occasions tell customers that he doesn't "make the rules", he only has to "abide by them"--all the while jacking the customer every way he can. I have fought w/CS numerous times trying to take care of my customers--to the point of delivering things myself that our delivery driver "forgot" to drop off, or "couldn't find in his truck". Our CS is staffed with young kids that will work for lousy wages, and turnover is high (fewer benifits to pay=more profit).
As long as consumers make purchasing decisions based on marketing hype, there is no reason for a company to bother with good customer service. It's a global economy--a never-ending supply of those folks that PT Barnum said were born every minute...
Message boards such as these provided by CNET have become the back fences of the online community. We have to make our voices heard if there is to be any change. Learn to research the unofficial channels such as these BEFORE you spend $$$$ on something that sounds good.
I hope that AW comes through for this guy, but I'm not betting on it...
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