Tonight's photo: Having run out of new photos, tonight's is a slightly different version of one I posted a couple of months back. Anyone for fish and chips?Australian customer service.
OK, I have already broken a golden rule - I put the words, "customer" and "service" next to each other, something which in this country is considered Un-Australian.
On Friday, I turned on the television to watch the midday news and business report. I am not particularly technically minded but when I switch on a TV and it starts making sizzling noises, I know something is not quite right. I checked to see if my mum was in the kitchen cooking sausages and soon ruled out that possibility. She was in fact cooking, but exactly what she was cooking is still in doubt four days after being consumed.
I turned off the TV, then turned it back on. Sizzle, sizzle. I could see a pattern forming here.
Not a problem. I bought the set in August 2001 and took out an extended guarantee for a total of five years. Eureka! it is still valid. I immediately phoned the company and a very helpful girl walked me through the process without any problem. In fact, she told me that she had already emailed the job details to the nearest authorised repairer. I could expect a phone call later that afternoon.
This was Friday.
No phone call came and so I phoned the repairer Monday morning. After getting the engaged signal for 10 minutes, I finally got through. I was put on hold while listening to a series of well produced adverts telling me how marvellous the company was.
In the fullness of time, my call was answered by a member of staff. My optimism vanished when I was told, "sorry mate, my offsider deals with the computer and he wont be in until after 10am." He assured me he would call me back during the day.
No phone call came.
Today - Tuesday - I phoned again. After telling him my name, I had to listen while he went through a list of emails. "Mr Campbell - no that's not you. Kamill, no that's not you. Harvey, no that's not you.. Ah, here we are."
Guess what? You got it. He would draw up his schedule and phone me back today. I told him I had been assured yesterday that I would get a call and didn't. No problem mate, we will definitely call today.
By 4pm I still had not received a call. This time I phoned the warranty company and explained it is now Tuesday, and I still haven't been able to book a service visit. Again, they were helpful, took the details and five minutes later phoned me back.
I was told the service agent was very apologetic but they were very busy. They would attend to outstanding bookings after hours. I would receive a call tonight.
It is now 8pm and I am still waiting.
When will companies realise that customers will to a certain extent, tolerate delays if they know the reason why. If you promise to return a phone call - do so. It is not that difficult. Even if you can not give a positive answer, a customer would rather receive that call than be kept waiting.
Wherever you may be - be safe
