Very Clever but Stupid

[pucho812]

so I was on a companies website today to ask a tech support question. They have a form you can fill out but no submit button.
Then I hit the RMA button, it had me log in. While I don't need to RMA anything I do have a tech support question. Anyway I log in and hit the button to start the RMA process and boom it kicks me back to the log in screen asking me to long in again.

That's clever right there, can keep the support numbers down by saying they have zero issues purely but not allowing people to submit tech requests. it's also pretty stupid. that means another phone call tomorrow. Will spend more time on the phone then I will getting work done. esh...

Luckily we have the schematic in the tech documents section. We also have alignment procedures.

 

[JohnRoberts]

Customer support can be a time suck. I may be repeating myself but I have never been able to reach a human to correct an issue with Amazon orders. More than once I have written snarky product reviews.

You can stop reading now if you heard this story from me before. I ordered 4, one kilo sacks of pizza flour. The order arrived with only one sack of flour. I used the Amazon order support screens and they sent me a replacement order. The replacement also contained just one sack of flour. To add insult to injury the replacement paper sack was broken and repacked into a plastic bag. So I was still down 2 sacks of flour and Amazon paid for two shipments lose-lose.

If I was able to reach a human inside I could have helped them correct their obvious order fulfillment systemic flaw... I gave up trying to reach Amazon and actually warned the flour maker that their brand reputation was being harmed by Amazon. I still needed the flour so I reordered some from the maker.

JR

 

[pucho812]

Customer support can be a time suck. I may be repeating myself but I have never been able to reach a human to correct an issue with Amazon orders. More than once I have written snarky product reviews.

You can stop reading now if you heard this story from me before. I ordered 4, one kilo sacks of pizza flour. The order arrived with only one sack of flour. I used the Amazon order support screens and they sent me a replacement order. The replacement also contained just one sack of flour. To add insult to injury the replacement paper sack was broken and repacked into a plastic bag. So I was still down 2 sacks of flour and Amazon paid for two shipments lose-lose.

If I was able to reach a human inside I could have helped them correct their obvious order fulfillment systemic flaw... I gave up trying to reach Amazon and actually warned the flour maker that their brand reputation was being harmed by Amazon. I still needed the flour so I reordered some from the maker.

JR

when they have no way to reach them, that's a problem.

 

[JohnRoberts]

when they have no way to reach them, that's a problem.

I suspect this is a cognizant business decision made by Amazon to reduce cost. One obvious difference between small companies and large is that access to engineering in small companies is easy than with large.

Peavey had a significant service department who was tasked with protecting design engineers from customers so they could have the time to actually do their job.

I think Amazon's software barrier may satisfy 99% of customers. In the future AI may improve upon that. One of the few good things about AI. I like it when AI generates a synopsis of customer reviews. Maybe they should do the same thing about customer complaints.

JR