Blog DOB: 02 Jan, 2013
Don't you just love it when you buy a product and, having struggled to get it out of the packaging, you find it's incomplete. There's a part missing. You can't use it or you can't assemble it.
I was surprised to find this happen with a software installation disc. A copy of TAS Books Basic, purchased from Amazon, contained no serial number card. You can't install the software without the serial number, or maybe you can, but there's not much point as you won't be able to use it for long.
When I call the TAS customer care team an automated voice asks me to choose an option. Being fairly typical of automated phone filter systems, or offshore call centres, there is no natural option for my query.
When I do speak to someone the solution is to fax my invoice from Amazon, plus a letter containing details of who the software will be registered to, off to the anonymous Customer Care team.
Customer Care? I might agree if someone had actually apologised for the inconvenience, had said this very rarely occurs, perhaps thanked me for buying the product, and, more importantly, were actually able to sort it out over the phone. Afterall, the company promises their customers to "deliver services so good that you, our customers, recommend it to your friends and colleagues".
This is another call where I'm advised it may be recorded for training purposes.
Now I need to decide. I can either take the time out to fax the details off or I can return the software and get something else from a different supplier. The latter is my preferred option. I don't actually feel valued as a new customer, and if I settle for the product I'm basically saying "ok" to low standards. Why do we do this in the UK? We can be eating the most horrific meal and when the waiter asks us if everything is ok, we respond with "mmmm, delicious, thank you."
I defer the decision to make a coffee.
Posted in: Products
Tags: Incomplete products | consumers | retail | customer service