The cost of providing bad customer service ...
Recently I was looking for information on a certain topic, the specifics don't matter, and came across an authoritative blog about my subject. Turns out they sell books on the subject and most specifically they have a 150 page book the title of which matched the search term I typed into Google.
As you can imagine at this point I want it and I want it now!
I pay via PayPal and eagerly click "return to merchant" only to find the items is still marked as unpaid for and sitting in my basket.
I curse PayPal's slow systems and go entertain myself for an hour. All the time thinking, won't be long, won't be long. But when I return I find the site still hasn't updated and a look through some of the deeper comments shows they are all about the site not delivering ebooks properly since an upgrade. Curses!
Oh well, I best get in touch with them ...
So I email the PayPal email address ... and it bounces.
I visit the support site listed in PayPal ... and it goes no where.
I use the "contact us" form on the site ... and I hear nothing (left that one 24 hours).
Finally decide it's time to issue a PayPal dispute. I don't want the money, I just want the product but seems to be the only way to get attention.
Sure enough, within a couple of hours I get a reply back saying, "Sorry our system failed can you confirm that your account on our system is abc@xyc.com". Which it is, and I do.
So now we're another 24 hours on and it's still not been delivered.
The unfortunate thing for them is. They sell another 7-8 books around the $30 mark, training courses in the $100s and conference tickets up to $1000. I am 100% in their target market. If I'd read the book by now I'd almost certainly have bought several other books from them (assuming the first was as good as I expect it to be) and be looking at the training and tickets.
So for want of delivering the book promptly or just being contactable without me having to jump through hoops they've cost themselves 100s if not 1000s in sales from me.
There's a lesson in this thinly veiled rant ...
Andy
As you can imagine at this point I want it and I want it now!
I pay via PayPal and eagerly click "return to merchant" only to find the items is still marked as unpaid for and sitting in my basket.
I curse PayPal's slow systems and go entertain myself for an hour. All the time thinking, won't be long, won't be long. But when I return I find the site still hasn't updated and a look through some of the deeper comments shows they are all about the site not delivering ebooks properly since an upgrade. Curses!
Oh well, I best get in touch with them ...
So I email the PayPal email address ... and it bounces.
I visit the support site listed in PayPal ... and it goes no where.
I use the "contact us" form on the site ... and I hear nothing (left that one 24 hours).
Finally decide it's time to issue a PayPal dispute. I don't want the money, I just want the product but seems to be the only way to get attention.
Sure enough, within a couple of hours I get a reply back saying, "Sorry our system failed can you confirm that your account on our system is abc@xyc.com". Which it is, and I do.
So now we're another 24 hours on and it's still not been delivered.
The unfortunate thing for them is. They sell another 7-8 books around the $30 mark, training courses in the $100s and conference tickets up to $1000. I am 100% in their target market. If I'd read the book by now I'd almost certainly have bought several other books from them (assuming the first was as good as I expect it to be) and be looking at the training and tickets.
So for want of delivering the book promptly or just being contactable without me having to jump through hoops they've cost themselves 100s if not 1000s in sales from me.
There's a lesson in this thinly veiled rant ...
Andy
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