Re: Customer service - what customer service?

From: paul.gifford@ibm.take.me.outta.here.net (Paul Gifford)

Date: Tue, 09 Mar 1999 00:00:00 +0000

I would have to agree with the original poster - your customer
service policy is weak.  8 weeks (even 6 weeks) is way too long to go
without contacting your customer.

Look at it this way.  Let's say you placed a catalog order and the
company had your money.  The item you ordered was on backorder.  Would
you consider it reasonable to wait 2 months to hear anything about
your order?  Would you consider it a reasonable reply if the company
told you that if you wanted to know about your order you should have
asked?

I assume you are not holding his check uncashed or have not charged
his card - in other words his money is in your account.  Even if you
haven't processed his payment, I still think you should put more
emphasis on service.  More people will see his post about your company
here (and your reply) than all your full page ads put together...it
pays to have happy customers!

On 9 Mar 1999 12:48:24 GMT, madcentral@aol.com (MadCentral) wrotf:

>>>Continental Rails - Madhouse advertised the game in a full page advert
>in Flagship.  However although they have had my money for over six weeks
>they have failed to send me anything. I assume they are waiting for a
>game to fill but it would be nice to be told! Score = 0/10<<
>
>As per the majority of PBM firms, we start the game when its full.  If the game
>takes longer than 8 weeks to fill we write and explain the delay.  CR has taken
>a while to fill the first game (sadly) but is just about ready.
>
>
>I feel this is a reasonable level of service.  I'm sorry if you dont.  But you
>have our e-mail address... you only have to drop us a note for an update on how
>a game is filling.
>
>Steve
>-Madhouse UK

References

Customer service - what customer service?
Martin Nicholson <Martin@crozet.demon.co.uk>
Mon, 08 Mar 1999 00:00:00 +0000
Re: Customer service - what customer service?
madcentral@aol.com (MadCentral)
Tue, 09 Mar 1999 00:00:00 +0000

Referenced By

Customer service - what customer service?
Martin Nicholson <Martin@crozet.demon.co.uk>
Mon, 08 Mar 1999 00:00:00 +0000
Re: Customer service - what customer service?
madcentral@aol.com (MadCentral)
Tue, 09 Mar 1999 00:00:00 +0000