A fairly large company, let’s call it ABC Inc., in the internet marketing space (not comparison shopping) called me on Friday to get feedback on the service they provided me (I was a client of this company most of last year)
I didn’t have a good experience with ABC Inc. and have started recommending that retailers not work with the company.
Because of this, I welcomed the opportunity to provide feedback. Maybe the company would address my concerns, and I’d change my opinion. Unfortunately, the call did not go that smoothly.
There was a simple survey asking me to rate the company in a variety of areas from 1 – 5. That part was fairly painless. The poor guy on the other line then asked if there was anything else I wanted to say. So I went off…I gave him one concrete example of a poor experience. I then volunteered another example (which turned into a fairly lengthy tirade). I was about to discuss another poor experience, but the guy quickly said ‘have a good weekend’ and basically hung up.
Nice to know the company cares enough to get my feedback…but considering that the guy wasn’t open to listening to all my issues, I don’t get the feeling that he really cares. Not a good experience. Oh well, there are 1 or 2 other major players in the area which I will recommend to merchants. Just as with Thomas Hawk’s PriceRitePhoto experience, you never know who you’re talking to. Companies should be a lot more careful.
What’s the point of trying to get customer feedback if they won’t even listen? How ironic is that?? I would recommend writing a letter to upper management instead.
That really is a shame that you were treated that way…
~Maria Palma
CustomersAreAlways.com