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.
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.