I am writing this blog in praise of ROKU and one of their employees, "Josh." (I don't think that is his real name.) Although Josh and his associates did not resolve my problem (I solved it on my own), I am very impressed at the lengths to which Josh and members of the technical department went in order to help me. The technical department followed up with a call when Josh said they would. After telling the technical department that I had found a solution, they did not simply close the case. They asked me specifically what I did and took note of it so that they could help others who might be experiencing the same difficulty. But, the story does not end there. Josh called the following day asking if the technical department had called and if my problem had been resolved. AMAZING!!!! Real people providing real customer service, taking ownership of the customer's problem as their own, holding themselves and others in the company accountable; this is what customer service is supposed to be. Thank you, Josh and ROKU! You have earned a loyal customer.
Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts
Sunday, October 26, 2008
Tuesday, May 22, 2007
CEOs of High-Tech Firms CLUELESS
CEOS THINK CUSTOMER SERVICE IS GREAT
This story perfectly shows how out of touch with reality the CEOs of tech companies are. The huge majority of them think that their companies are doing an "above average" job serving customers. This is absurd!! All you need to do is go to the bottom of the page following the article, and see how many people took the time to voice their displeasure with these companies and their CEOs. This is only a sampling of the number of people who found themselves shaking their heads in disgust at the stupidity and/or ignorance of the CEOs surveyed. What I would add to the article is that companies do not realize how one very bad customer service experience can completely change the buying habits of a consumer. Here is how Hewlett-Packard lost me as a customer.
I had been somewhat of an HP junkie for about 7 years. After very good experiences with my first 2 HP desktops, I began purchasing many other HP products: cameras, printers, other peripherals, and a handheld. The handheld was the mistake. All of my HP products are still in good working order, but the handheld is trash. Despite the fact that I had purchased a 3 year replacement warranty on the handheld, I could not seem to get anyone to help with the problems that I was experiencing with the handheld. When I attempted to get repairs done on the machine, HP told me that I did not have warranty coverage. After 4 months of arguing with representatives, nasty emails and 2 letters to executive level individuals, I was still no closer to resolution with the problems I was having with my handheld. They won. They wore me down, and I gave up... well, not really. I am guessing that if I am blessed to live another 50 years, that I will have purchased a truckload more of computers and related products. NONE of them will be from HP - not even a cable. So, there you have it, HP. You may have an incredibly loyal customer who would not even think about buying another brand, but if you screw that customer bad enough - even one time - you will lose him/her. You lost me, and I was a very good customer.
This story perfectly shows how out of touch with reality the CEOs of tech companies are. The huge majority of them think that their companies are doing an "above average" job serving customers. This is absurd!! All you need to do is go to the bottom of the page following the article, and see how many people took the time to voice their displeasure with these companies and their CEOs. This is only a sampling of the number of people who found themselves shaking their heads in disgust at the stupidity and/or ignorance of the CEOs surveyed. What I would add to the article is that companies do not realize how one very bad customer service experience can completely change the buying habits of a consumer. Here is how Hewlett-Packard lost me as a customer.
I had been somewhat of an HP junkie for about 7 years. After very good experiences with my first 2 HP desktops, I began purchasing many other HP products: cameras, printers, other peripherals, and a handheld. The handheld was the mistake. All of my HP products are still in good working order, but the handheld is trash. Despite the fact that I had purchased a 3 year replacement warranty on the handheld, I could not seem to get anyone to help with the problems that I was experiencing with the handheld. When I attempted to get repairs done on the machine, HP told me that I did not have warranty coverage. After 4 months of arguing with representatives, nasty emails and 2 letters to executive level individuals, I was still no closer to resolution with the problems I was having with my handheld. They won. They wore me down, and I gave up... well, not really. I am guessing that if I am blessed to live another 50 years, that I will have purchased a truckload more of computers and related products. NONE of them will be from HP - not even a cable. So, there you have it, HP. You may have an incredibly loyal customer who would not even think about buying another brand, but if you screw that customer bad enough - even one time - you will lose him/her. You lost me, and I was a very good customer.
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