He can’t get no satisfaction

Though he try, and he try, and he try, and he try:

I don’t run a big company, and I have no inside know-how on the vagaries of handling customer complaints — Gosh, I bet you get a lot! But I would suggest, with all due respect, that the customer profile database be tweaked somehow so you can see, for your own benefit, that a customer who bought two top-of-the-line appliances has had failures with each one, and tie this information into a repair / failure database. Surely some program could tell you that the cost of satisfying the customer NOW is less than the cost of making four trips to repair the SAME. STUPID. POORLY. DESIGNED. PART, and said customer might buy another appliance, or speak favorably of the experience to others, or refrain from issuing Twitter updates to 10,000 people.

An example of such Twitter updates:

Have been on hold to repair center for 11 minutes because “the system is locked up.” They’re quite upset about. My problem, not so much.

Is it possible that in this age of instant information transmission, the Us vs Them balance is shifting a notch toward Us? We can only hope.

Update: Never underestimate the power of a peeved blogger. Tweeted by the man himself:

The Internet gets results! Electrolux just called, is keen to do the right thing.

Hey, hey, hey! That’s what I say.







4 comments

  1. fillyjonk »

    5 October 2009 · 8:08 pm

    Damn, I was going to make a joke about Eletrolux “not sucking after all” but I see the appliances in question are a dishwasher and a fridge.

  2. McGehee »

    5 October 2009 · 10:21 pm

    Lileks writes:

    You could run it during a performance of John Cage’s 4’ 33” and no one would hear it.

    So of course you just had to link it.

  3. CGHill »

    5 October 2009 · 10:24 pm

    But of course. Neither one of us can resist a reference to 4’33”. I keep hoping he’ll arrange it for Garage Band.

  4. McGehee »

    6 October 2009 · 8:09 am

    I keep hoping he’ll arrange it for Garage Band.

    If I lived next door to that garage, I’d hope so too.

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