Comments

How not to do customer service — 5 Comments

  1. If it really was “whta” and not “what”, I’d be rather encouraged by that response. It suggests it wasn’t sent automatically but that an actual human typed it, albeit with a typo.

    I’m thinking there must be a blog devoted solely to customer service responses. This would be good fodder.

    Thanks for commenting on my cat photo!

  2. I had some back and forth with these guys. After a few rounds with different CSRs (ostensibly), the upshot was that, if I want the headphones featured in the e-mail’s banner, I’ll have to go back to the site when they’re in stock (it’s up to me to keep going back and hoping), order them, then reply to the original e-mail thread with the order number, at which point they’ll give me the discounted price. For most people, this is too much effort. For a product that was featured in an e-mail promotion. How not to do online marketing 101. It’s sad, because Philips does a good job of making the site and promotional e-mails look good and seem relevant.

  3. I’m sure Philips doesn’t know that you’re a writer with readers from all around the world. If it did, it would be sending you new products for free all the time!

    Anyway, I hope you get the headphones!

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