Over the past three years I have bought products from pc hardware, mobile phone, and various other websites. I'm totally sick of the complete lack of customer service skills with most of the e-commerce sites I have used. This includes the following:- an unfriendly uncaring bored/ monotone voice lack of sympathy/empathy no apology no effort to resolve the situation not taking any responsibility for the problem caused The attitude of such e-commerce sites show that because they are not customer facing, they can and are able to get away with this behaviour. With a conventional retailer, if you have a problem with a product you can go back to where you bought it and if need be, speak to a supervisor/manager to get a satisfactory resolution. With an e-tailer the sales/support/customer service advisors use the advantage of no physical presence and anonymitiy to be rude, arrogant and at worst cut the call so you have to wait in a call queue even if you do call back. It would be nice to have a feedback system the same way eBay does for buyers and sellers. That way you could see the past experiences of customers with a particular e-tailer, good and bad. The advantage of web shopping is often the prices are substantially cheaper than conventional shops but it shouldn't have to come at the cost of poor communication and aftersales service.
me either, e-mailed dabs at 20:03 tonight, and they sent a very helpful, polite reply at 20:05, now thats customer service www.kustom.co.uk are great aswell, bought some fans from them, 1 was dead, sent them an e-mail an a couple of days later I had another one arrive at my doorstep - hat was dead too, so I e-mailed them and they sent another one out, but checked it first www.coolercases.co.uk always received prompt, reliable and friendly service from them. This one is going to upset some people... scan, ordered my chassis from them, arrived the next day, a few weeks later one of the fans died, so I e-mailed them, and they sent out 3 spare fans, just incase Isn't there a thread on BiT for comments about e-tailors?
... actually, think of all the mony they EARNED by doing that! one of you'r fan died, ok... they send you some new one that is ,first of all, probably GIVEN to them by the manufacter. After all, they made the fan... They send you two extra, wich cost about ,say, 20$ or something... You post here on bit, saying there service is great... many people reads the good comments about this company, and they get lots of new customers... those fans is peanuts in comparation with what they earn from happy customers... unfortuneatly, not all companies think like this... luckily, i have only good experiences with webshops... and abut jus BAD experiences with "ordinary" shops... (when talking about computerparts of course) another thing to notice is that the smaller companies often have the best service... they know how important the customers are...
i've had no problems buying from www.komplett.co.uk emails were great, and when something wasn't delivered when it was meant to be, they gave me a discount on the next purchase
In all my experiences with them the service has been great though (RMA's have also been nice and easy) they must like me
I've never had any problems with any sites i've ordered from. Come to think of it, i've never had to send anything back either.
just make sure you don't go to the 'cheapist site' (ie. one you've never heard of before!) and you'll probably be ok.
