Bad move, guys. If the customer says the goods haven't arrived, you have to take it on the chin & send a replacement, unless you can prove otherwise.
ankostis' words "i had personally instructed you" suggest to me that he may be a demanding & unwelcome customer - if I were writing I would "advise you" to choose a service with tracking capabilities - but that does not justify accusing him of "bad mouthing" you. Your mother brought you up better than for you to make such a response!! Customer service requires you often to exceed expectations. I know, because I've had to swallow the expense myself of hardware lost by the post office. He's a customer and he's entitled to "bad mouth" you, as long as he states the facts. I just don't get it: 1) you send out a phone with a duff battery. Not your fault. 2) you send out a replacement battery which gets lost in the post. Not your fault. 3) you send out a second replacement battery. Why the heck did you choose not to send it Special Delivery this time?? It was behove upon you to do so - hang the cost - in order to demonstrate your exemplary customer service. You failed. If I were in your position now - which I would not be!! I should be shamed to admit that I have failed customers on more than one occasion, but never over something as straight-forward as taking a jiffy bag to the post office - I would now be thinking I need to pay Fed Ex or someone £80 or more to get a battery to Greece within 24 or 48 hours. Stroller. On 10 Dec 2008, at 15:20, ankostis wrote: > ... > 2) Since you claimed to have sent me already 1 battery and got lost, > and after i had personally instructed you to choose a service with > tracking capabilities from > my country's postal-service, why did you choose to ignore that mail? > [3] > ... > > On Wed, Dec 10, 2008 at 4:05 PM, Customer Services > <[EMAIL PROTECTED]> wrote: >> Kostis >> >> It is a real shame that you consider bad mouthing us in public is >> good >> practice. We have sent you 2 batteries that have not arrived >> entirely at our >> cost, you claim you have not received them but we have no way to >> verify that >> is the case. We cannot send batteries with tracking numbers as that >> increases the cost 3 fold, we have done everything we can to >> rectify your >> problem, we cannot be held responsible for courier/postal services >> in your >> country. We get complains from customers who ask why we send >> packages that >> must be signed for! Whatever we do as a company we cannot make >> everyone >> happy, people have different opinions of what should be done. What >> I will >> say is that we have many happy customers and your bad mouthing of >> us in >> public when we have tried to resolve your problem is not acceptable >> and you >> can take it from us now that we will no longer do business with >> you as an >> individual because of that. >> _______________________________________________ Openmoko community mailing list community@lists.openmoko.org http://lists.openmoko.org/mailman/listinfo/community