The Big Fat Marketing Blog

I have been preaching about this for years. Still, in this day and age, I am appalled at the amount of pathetic customer service that goes on. Google, a company I am a huge fan of, is demonstrating their ineptitude with the recent launch of their NexusOne phone (http://bit.ly/8F3YhN).

Here’s two additional, personal examples: Prior to the Christmas holiday my wife ordered from a cataloger we’ve purchased from for years, wwwspikevolleyball.com. She ordered spandex shorts for my youngest daughter. We were told they would arrive December 24th. They did not. A package arrived December 26th and it contained a spots bra, not the spandex. She has called or emailed them four times, always getting an answering machine with instructions to leave a message, which she did several times, no callbacks. No response to the emails she sent, either.

She coaches volleyball and has, every year for the past 7 years or more, ordered 12 to 20 pairs of socks for her teams and has also bought for our kids as well. From Spike Volleyball.

Last week she finally did reach someone and their response was “We have one person handling returns and customer calls. She will get back to you as soon as she can.”

What!?!?!?

As of this writing, no resolution or call back. Do you think we’ll buy from them again?

Then there’s CapitalOne. more

I have been preaching about this for years. Still, in this day and age, I am appalled at the amount of pathetic customer service that goes on. Google, a company I am a huge fan of, is demonstrating their ineptitude with the recent launch of their NexusOne phone (http://bit.ly/8F3YhN).

Here’s two additional, personal examples: Prior to the Christmas holiday my wife ordered from a cataloger we’ve purchased from for years, wwwspikevolleyball.com. She ordered spandex shorts for my youngest daughter. We were told they would arrive December 24th. They did not. A package arrived December 26th and it contained a spots bra, not the spandex. She has called or emailed them four times, always getting an answering machine with instructions to leave a message, which she did several times, no callbacks. No response to the emails she sent, either.

She coaches volleyball and has, every year for the past 7 years or more, ordered 12 to 20 pairs of socks for her teams and has also bought for our kids as well. From Spike Volleyball.

Last week she finally did reach someone and their response was “We have one person handling returns and customer calls. She will get back to you as soon as she can.”

What!?!?!?

As of this writing, no resolution or call back. Do you think we’ll buy from them again?

Then there’s CapitalOne. more