Thought this would make an amusing read for you all. After the delivery date of the TV I wanted getting put back at the last minute for the 3rd time I took issue with the company. It started with a minor grievance and some advice tothem (I work as a business adviser). But rather than take it on the chin I was astonished at the pomposity that came back! Naturally, as you'll see, I was equally pompus back but I'm allowed - I'm the customer! Anyway it just got a bit silly and I particularly like the frequent unprofessional use of emoticons! Enjoy:
Hi there,
The stock for the above mentioned order is showing as overdue on your website. Could you update me on when to expect the stock?<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o></o>
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Dear Sir,<o></o>
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Apologies for the lack of info - I will email you as soon as the purchaser responds to my request for feedback.<o></o>
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Best Regards,<o></o>
Komplett<o></o>
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Dear Sir,
Those are now due next week.
Apologies for the delay.
Best Regards,
Komplett<o></o>
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Ok. Would it would be possible then for you to send me the wall bracket I have purchased first so that I can mount it before the television arrives?<o></o>
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Regards, <o></o>
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Dear Sir,<o></o>
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We can't split an order I'm afraid :-(<o></o>
Sorry for not being able to offer much help.<o></o>
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Best Regards,<o></o>
Komplett<o></o>
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Highly unimpressive.<o></o>
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Regards, <o></o>
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Dear Sir,<o></o>
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I can only suggest allowing me to cancel the brackets.<o></o>
You can then place a new order for those and they will ship without the holdup.<o></o>
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Best Regards,<o></o>
Komplett<o></o>
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Can you advise if the Samsung LE32M's have come in today please?<o></o>
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Dear Sir,<o></o>
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I'm afraid we don't know yet.<o></o>
The warehouse team will inform us by tomorrow morning if they arrived as scheduled, otherwise our purchaser should update the info on the website. Please email us again tomorrow if no news is posted online.<o></o>
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Best Regards,<o></o>
Komplett<o></o>
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I note that the stock date on this has been put back again on the expected receipt date! I have been waiting for this item for quite some time before ordering and after placing my order for several weeks now.
I must admit to being quite astonished at the apparent lack of any kind of control of stock or actual information your team have on this. The amount of shoulder shrugging and "don't know's" that come from you is astonishing. Almost as if your idea of managing supply is to keep your fingers crossed!
I appreciate it is likely that distribution is difficult at this time of year, but if this was one of my businesses I would be changing distributor and not allow myself to be fobbed off with invented delivery dates. You will only lose custom.
I am going to search for another supplier of this television with stock. If I should find one before your stock arrives I will expect a refund.
J.
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Dear Sir,<o></o>
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We haven't billed you yet, so a refund is not neccessary.<o></o>
If you cancel your order, the reservation will be lifted from your account - no monies have been taken as yet. The situation is exactly as I described yesterday - the date is unconfirmed (as it was when you placed the order), it would be unreasonable for us to place demands on the supplier at this stage.<o></o>
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It is the suppliers right to change the delivery date - if the delay becomes too great, or we can source the product elsewhere, we will change suppliers. We can't simply cancel with them and begin at square one with another supplier without just cause, and frankly, a couple of delivery adjustments (while inconvenient for all involved) is not reason enough.<o></o>
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I apologise for the delay, but I reject the assertion that we are stringing you along with little to no knowledge of the situation. We know as much now as we did when you first ordered. If this screen is as easy to get elsewhere as you suggest, I would urge you to buy from another source. The truth is, with this product, the delays are almost certainly not localised to Komplett.<o></o>
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Best Regards,<o></o>
Komplett<o></o>
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Hi there,
Could you cancel my order for this television please and for the associated wall mounting bracket. 121 Electricals have them in stock it seems.
I do not wish to seem flippant nor engage in what is becoming a quite pompus email exchange, but the lengthy explanation of the internal parry & joust between customer and supplier is moot I'm afraid. In reality customer perception is what is all important and the perception here is poor - it cannot be denied. Underpromissing & overdelivering - particularly where timescales are concerned - is what impresses customers, and here the reverse is true. If this perception to your customers is being driven from your supply side then, regardless of what you say, it would be advisable to take issue. The customer cares not about the internal workings of your business - only that they are satisfied with the end result. All too often people who live and breathe the business every day are guilty of forgetting this simple fact.
Anyway, as I said, I say this not to be pompus but as a positive piece of customer feed back which you can choose to use or ignore at your own discretion.
All the best,
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Dear Sir,<o></o>
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I have cancelled that for you now.<o></o>
We haven't underpromised and overdelivered, but neither have we overpromised and underdelivered. Transparancy impresses customers too and we cannot be accused of not being absolutely clear about the situation. You may not be impressed with us informing you of the backroom isues involved with obtaining the TV, but many customers appreciate the honesty and overview.<o></o>
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As I say, if you can find the TV elsewhere, I would not hesitate in advising you to cancel the order with us and ordering from there - another example of the honesty our customers enjoy.<o></o>
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Best Regards,<o></o>
Komplett<o></o>
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Ok, thanks for that.
It has to be said, without a doubt, the most admirable quality of any company with good service is it's ability to listen to their customers (even when it is criticism!) and regardless of any personal opinions or antagonism about the current situation - humbly take it on the chin and smile with some humility. Undeniably you lack this commendable quality as disagreeing and one-upmanship in is the complete antithesis of this.
To coin a phrase: "The customer is always right - even when they're not!"
Adopt this and you will have learned something.
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Dear Sir,<o></o>
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It is indeed undeniable that I have been unable to "smile with some humility" via email. If you would be gracious enough to explain how that can be achieved, I would be most interested.<o></o>
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Rather than continue what you regard as one-upmanship, we could also agree that Komplett is not the company for you, and that you are not the customer for us. We can continue to discuss the best way forward for Komplett, but we're actually rather happy with the way things are going as it is :-)<o></o>
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Best Regards,<o></o>
Komplett<o></o>
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Sigh... your predictable response, of course, proves my point - but I am sure you are aware of that. I thank you for at least making an attempt to smile with humility via email at the end! I would, however, have credited you with more intelligence than to not recognise that the reference was metaphorical.
I am very glad that you are satisfied with Komplett in the short term. I do hope that, unlike any market on record, yours holds complete and indefinite uniformity and that you never have to react to consumer demand at any point.
Alas, I was only trying to help. :-(<o></o>
J.
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Dear Sir,<o></o>
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I do hate being predictable, so I retire from the conversation forthwith. I suppose you expected this response.<o></o>
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Best Regards,<o></o>
Komplett<o></o>
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Stop emailing me please sweetheart, I have work to do.<o></o>
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Dear Sir,
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Not a problem :- (
I have disabled your Komplett account so that any risk of coontact with people on the "outside" is firmly removed.
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Best Regards,
Komplett
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At the risk of repeating myself, I do not wish to receive any more emails from your company from this point on. Do not send me any more.
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