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Customer Service Fail
Nov. 8th, 2011 12:14 pmWe have a blood machine that runs chemistry analysis from little pre-packed rotors. We have had a bunch of issues with the machine and the rotors recently, so we have a pile of credits on our account.
Knowing we had credits on our account, we ordered rotors directly from the manufacturer instead of our usual distributor.
When I got the bill, the rotors were not credited.
So I called and spoke to the lady who initially took the order, and asked for them to be credited towards the bill. I was informed that credits can only be applied at the time of the order. I asked why, then, were we not asked if we wanted our credits to be applied, since we were unaware that we had to specifically ask for this. I got a lovely little run around about how we're supposed to get a form to turn back in for redeeming the rotors, and she doesn't know why I haven't gotten that, but that she has asked before and doesn't think she can credit things once the order has been processed.
I told her that I know she doesn't make these policies, but she might want to pass on to whoever actually has some power that this is, from a customer's point of view, crap. We should not have to jump through a bunch of invisible hoops that were never explained to us in order to get our credits applied to our account. And frankly, the only reason we ordered from them in the first place is because we knew we had these credits--we normally order from a distributor who gives us a better price.
She says she'll look into seeing if she can credit them to us. I have doubts that it will happen. I am, shall we say, displeased.
Knowing we had credits on our account, we ordered rotors directly from the manufacturer instead of our usual distributor.
When I got the bill, the rotors were not credited.
So I called and spoke to the lady who initially took the order, and asked for them to be credited towards the bill. I was informed that credits can only be applied at the time of the order. I asked why, then, were we not asked if we wanted our credits to be applied, since we were unaware that we had to specifically ask for this. I got a lovely little run around about how we're supposed to get a form to turn back in for redeeming the rotors, and she doesn't know why I haven't gotten that, but that she has asked before and doesn't think she can credit things once the order has been processed.
I told her that I know she doesn't make these policies, but she might want to pass on to whoever actually has some power that this is, from a customer's point of view, crap. We should not have to jump through a bunch of invisible hoops that were never explained to us in order to get our credits applied to our account. And frankly, the only reason we ordered from them in the first place is because we knew we had these credits--we normally order from a distributor who gives us a better price.
She says she'll look into seeing if she can credit them to us. I have doubts that it will happen. I am, shall we say, displeased.
