I recently bought some toner online from a company called 007TONER. One of the toner cartridges turned out to be defective so I contacted the company and was told that they would replace it with a new one, but that I would need to speak to the manager, who was not there at the time. I was told that the manager would call me within 20-40 minutes. That was on December 23.
After about an hour with no phone call from the manager, I sent an email to the company. Their website promises a response to all emails within 30 minutes. Did I get a response? Nope. So I sent additional emails...December 30, January 5, January 8 and January 19. Obviously I will not be getting either a return phone call or email and my defective toner will most likely not be replaced by the company that promises this on their website:
"What if I receive a defective product?
If we sent you a defective product, we sincerely apologize. We will gladly send you a replacement or refund your purchase price in full. You have to have RMA# from us before sending anything back to us. Just follow the Easy Returns Process and follow the instructions. All defective products must be returned in the original packaging. Once the product is received it will be tested. If it is working properly 25% re-stocking fee will apply. Products returned without original packaging will be charge 25% restocking fees automatically even if the cartridge is defective."
I tend to give everyone the benefit of the doubt. In this case, I realized that my first contact was during the holidays when many people are on vacation or otherwise busy. That's why I continued to attempt to contact them to give them the opportunity to make good on their word. Unfortunately, this is a perfect example of a company that not only doesn't stand behind their product, but does not do what they say they will do.
In business and indeed in all of life, doing what you say you're going to do is paramount. That means returning phone calls or emails and standing behind your product or service. I don't have to tell you that I will never buy anything from 007TONER again, and I'll bet none of you will ever buy from them either. That is thousands of dollars of lost business, when replacing the one defective toner cartridge would have cost them just a few dollars. In this economy, who can afford to throw away thousands of dollars of business?
Do you do what you say you are going to do? If not, you're throwing away thousands of dollars of business. Is it worth it?
If you are looking for a good real estate agent, give me a call. As a referral agent (I'm no longer involved in the day to day real estate business), I can help match you with the perfect agent to help you buy or sell your home.
Seems like a simple thing, but few really do it!
Thanks for posting Kelly. It is definately bad business to not follow through. My husband and I decided a long time ago....that we would not do business with companies that have bad or no customer service. Now, we are seeing quite a few local businesses closing down...I wonder if it was because they were so rude and non-customer service oriented??? I am sure of it.
Kelly~
In life and business it is imperative to do what we say and say what we do. One of the most disturbing things is dealing with people or companies that do not stand by what they promise.
If you can't believe what they say... how cann they be trusted?
If people lie about small things, they will lie about anything.
Mott Marvin Kornicki // Real Estate In Miami // Associate|Broker • 30 Years
Aventura // The Waterways // Bal Harbour // Sunny Isles Beach • Florida
Great post. You gave them the benefit of the doubt, just one too many times in my book!
Kelly~It really irritates me when people or companies don't follow through with all that they've offered up. Our reputation is so important to the growth of our businesses and most of us hold that near and dear to our hearts. I have to believe they won't be in business for long. Best to you in 2009!
I am sorry you had a problem with this company but oddly glad that you did because your post is very timely and very well said. :-)
Kelly, it's the very definition of integrity. And if a business can't or won't stand by their policies it will never thrive and may just be unable to even survive. Great topic!
Whats the old addage under promise and over deliver is the way to a happy customer. I have a rare flub from time to time but I try to always do what I say.
Kelly - How frustrating. I have been in this situation and it's probably the reason I am so anal about following up promptly with all my tasks and to not go to bed without finishing my to-do list. Customer service is a learned behavior.
Hi Everyone - I've been away from my computer, but wanted to check in to say, "thank you" for all your comments! :)
Kelly, that's especially true of the small stuff, like calling back when you say you will. Not only did they lose your future business, but I'm sure that those of us who read your post will think twice as well! Never mess with a blogger!
Hi Kelly! I hear you, it is maddening to be treated like this, especially for people like us that take great pride in the service we give to our clients. Doing what you say you are going to do is integrity! If only we could receive the same level of service we give, right? How are you doing?
Patricia: Yep!
Debra: I'm doing great! How are you?
Kelly, I am doing good, thanks for asking:-) It is GREAT to see you still blogging!!!