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RANT Businesses are nice before sale, any problems after sale they don’t respond

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DeletedUser0287

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Why is this so common? Like getting really pissed when this happens now.

Before purchasing a product you have some questions, they answer them right away.

You buy the product...uh oh there is a problem like it doesn’t work right or poor quality.

you ask for a refund. Either they entirely ghost you now or severely delay response. Like we are talking weeks.

I am trying to imagine what they guys do. They see an email titled return, cringe/hide/runaway/“I will read that later or I’ll put this dead last on my priority list”/ just ignore this guy long enough so he forgets.

I have experience this 3 times in the last couple of weeks. What is up with these businesses. I honestly feel like some people here do this with their business or worse end up blaming the customer.

It’s so funny, I send another email about a product I’m interested in. I get a response for that new product inquiry andstill didn’t get a response for the return.

For the rare times I got a return for my business in the past, guess what I immediately resolved it.
 

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MrTrash757

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Why is this so common? Like getting really pissed when this happens now.

Before purchasing a product you have some questions, they answer them right away.

You buy the product...uh oh there is a problem like it doesn’t work right or poor quality.

you ask for a refund. Either they entirely ghost you now or severely delay response. Like we are talking weeks.

I am trying to imagine what they guys do. They see an email titled return, cringe/hide/runaway/“I will read that later or I’ll put this dead last on my priority list”/ just ignore this guy long enough so he forgets.

I have experience this 3 times in the last couple of weeks. What is up with these businesses. I honestly feel like some people here do this with their business or worse end up blaming the customer.

It’s so funny, I send another email about a product I’m interested in. I get a response for that new product inquiry andstill didn’t get a response for the return.

For the rare times I got a return for my business in the past, guess what I immediately resolved it.
I think its trying to do more with less, but failing because of a lack of processes & SOPs.

Seeing this in my full time job too, but I am the person that controls the process and such so I am slowly fixing it :)
 

Merlox

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Nobody cares about the aftersale. I've seen it in lots of businesses because they think they won't get any more money from you. When in reality they could've gotten more money if they provided a superior customer experience like github does.

What ends up happening is them losing a recurring customer and all the referrals they could've gotten. It's as simple as providing a live chat where people actually respond on time.
 
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Lyinx

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I've just had this happen to me, but on the other side of the coin... and I really felt like "ghosting" him because he's being an idiot...

Customer orders something, shipping to Ireland is 6 to 10 days with priority mail, or 6 to 10 weeks with first class... but he asks for first class shipping.
I verify that the time frame is acceptable (6 to 10 weeks) and he is ok with it

4 weeks later... where is my box? why haven't I gotten it yet? I want a refund!!!

I said "but you were ok with 6 to 10 weeks when you placed the order"

I still ended up giving him a full refund (sigh) to make him happy, and hopefully more business in the future.

Sometimes it's the business, sometimes it's the customer asking for something that we can't give.

If the customer would ask it in a different tone then sometimes it's easier to do something for them... (sigh)

Hope that helps :)
 

amp0193

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I still ended up giving him a full refund (sigh) to make him happy, and hopefully more business in the future.
Why do you want more future business from this character?

Better to keep the money and lose the customer if they are going to behave like this.

As long as your communication was clear, and there is zero chance of a misunderstanding, then do what’s fair for both parties. Don’t cave to unrealistic demands.
 

Bearcorp

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I've just had this happen to me, but on the other side of the coin... and I really felt like "ghosting" him because he's being an idiot...

Customer orders something, shipping to Ireland is 6 to 10 days with priority mail, or 6 to 10 weeks with first class... but he asks for first class shipping.
I verify that the time frame is acceptable (6 to 10 weeks) and he is ok with it

4 weeks later... where is my box? why haven't I gotten it yet? I want a refund!!!

I said "but you were ok with 6 to 10 weeks when you placed the order"

I still ended up giving him a full refund (sigh) to make him happy, and hopefully more business in the future.

Sometimes it's the business, sometimes it's the customer asking for something that we can't give.

If the customer would ask it in a different tone then sometimes it's easier to do something for them... (sigh)

Hope that helps :)
Thanks to COVID I'm back on the front line doing customer service, I've had a few customers like this, I might refund the shipping but not the product, if the communication with them is clear before I send it they aren't getting charity out of me for being a dick. Like @amp0193 said. I laugh when people try it on then threaten to shame me on social media. Sure tell everyone how you're an idiot, you'll either get called out, or get support from other idiots, either way I don't care.

If you can't tell it's been a rough day :happy:
 

Lyinx

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Thanks to COVID I'm back on the front line doing customer service, I've had a few customers like this, I might refund the shipping but not the product, if the communication with them is clear before I send it they aren't getting charity out of me for being a dick. Like @amp0193 said. I laugh when people try it on then threaten to shame me on social media. Sure tell everyone how you're an idiot, you'll either get called out, or get support from other idiots, either way I don't care.

If you can't tell it's been a rough day :happy:
For me it's either a full refund or none... some reason I went with a full refund on this one as the shipping was more than the product itself.
Customer service is a terrible place to be, I cannot understand how anyone would work in it as their full-time job...
 
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DeletedUser0287

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In this day and age, anyone can
I've just had this happen to me, but on the other side of the coin... and I really felt like "ghosting" him because he's being an idiot...

Customer orders something, shipping to Ireland is 6 to 10 days with priority mail, or 6 to 10 weeks with first class... but he asks for first class shipping.
I verify that the time frame is acceptable (6 to 10 weeks) and he is ok with it

4 weeks later... where is my box? why haven't I gotten it yet? I want a refund!!!

I said "but you were ok with 6 to 10 weeks when you placed the order"

I still ended up giving him a full refund (sigh) to make him happy, and hopefully more business in the future.

Sometimes it's the business, sometimes it's the customer asking for something that we can't give.

If the customer would ask it in a different tone then sometimes it's easier to do something for them... (sigh)

Hope that helps :)
Yeah, I mean my problem is the product is defective, but they are trying to claim user error...I have a similar product that works wonders. Theirs sucks
 

karakoram

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sounds like an opportunity to do better than them.
 

Private Witt

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I've had this issue with business deals in both cannabis and music. Once the dance of the deal and the money is slid over for many players they become ghosts and do the bare minimum, is why I do small deals first and see how they operate. Never ceases to amaze me as we still work in the same space and the chances for bigger deals drop to zero.
 

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