Good & Bad Customer Service.

I wrote about HP's Zahiri's customer service skills,which is very skillful.
Now,let's see an example of Bad ones....
Some emails exchange between me & a Taiwan manufacturer.
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Dear Christine,
I'm am always very nice and patient to people who sincerely help me. However,in my 15 minutes of overseas call to Taiwan (overseas call aren't cheap,mind you), you failed to help me solve the problem, nor can you give me a useful solution.All you can do, is to tell me to "return the item back" to the shop. I don't know if this is the culture in Taiwan, but in Singapore, it is "goods sold are not returnable." And I'm sure the shop will tell me to "contact manufacturer".I'm not going to be a 'ball' and allow both the manufacturer and the seller to 'kick' me to & fro.
By the way, I had to make a second overseas call to Taiwan before somebody could tell me that my unit is "defective",and 10mins later, I received this email from you stating the same thing!All you are doing is to wait for me to trigger the same issue AGAIN before you start to take any action.What had you been doing in the last 5 hours while I'm waiting for a solution from you?Taking afternoon naps?
For your information,your guy told me this item had been in the market for a year plus.And it was only used twice in my case.If Datafab's can only be used twice, then there's something wrong about Datafab's product quality.
And if a customer had to make a long-distance call to get support for his item, that shows the quality of the company's support systems,or rather, the lack of it.
Also, at no point should a representative from a company rebuke the customer. That show how poor the company's training for the staff.And this staff I'm writing about,seems to have no skills in handling a customer, other than knowledge of the company's product.And there she is, writing back to 'get back' at the customer. Do you think the customer will buy the campany's product again?
Last but not least, your company's products are as crappy as the solutions the staff could offer.
If I were you, I would be very embarrassed of putting myself as well as my other colleagues under such a bad light.
With regards to your customer service quality, I believed you won't last more than 3 days in any corporation in Singapore.

Thomas.

----- Original Message -----
From: Christine
To: Thomas
Sent: 05 October, 2005 5:25 PM
Subject: Re: PS4-USB2G problem


Dear Thomas:

After checking your problem with our engineer, it's defined that your reader was broken down. (It should be recognized automatically after you plug it ino your pc.) Sorry for that there's no driver for XP system.

Our suggestion is==>1. return it to your shopper for the replacement.
2. be nice and patient to the people who try to help you find out the problem

In the end, we're sorry to offer you a "CRAPPY IDEA" again.

Sincerely yours,

Christine Chang
Sales Representative
DataFab Systems Inc.
Tel:886-2-2722-5255#31
Fax:886-2722-3978
----- Original Message -----
From: Thomas
To: christine@datafab.com
Sent: Wednesday, October 05, 2005 12:41 PM
Subject: PS4-USB2G problem


Hi,
I called you earlier and you could not give me any useful help.Pls forward this email to someone who knows how to fix the prob.

I plug in my card reader PS4-USB2G (black) into my USB,and there's no way my pc can recognise it.There is no driver available for it.
Pls do not ask me to try on other computers. I have only 1.
The easiest way to solve this problem would be:
1. Get me a Win XP driver for this item. Or,
2. Help me configure my computer to recognise this device and that I can Plug-and-Play.Send me the steps.

Don't give me crappy ideas like "return back to shop". In Singapore, shops do not like to entertain returned items.The shop will tell me to contact manufacturer instead.

Thomas.
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Let's just say, I'm having fun with these people....