BrisbaneNorg

JJ's Pet Peeve of the Week - Poor Customer Service

Everyone has atleast experienced poor or bad service from someone somewhere. I personally have had poor service on airlines, in shopping centers, cafes, restaurants, etc etc.

Today I have experienced possibly the worst customer service ever, therefore it is my "Pet Peeve of the Week"

I have been a user of a particular mobile carrier ' ' (that uses this symbol and a red and white logo) since it first arrived in Australia back in the early 90's. For the first time in all of those years at the suggestion of a sales person on my last upgrade of handset I changed to Motorolla, specifically the MOTORAZAR v3xx.

5 days after the initial purchase the handset failed and needed to be replaced, this should have been a warning of things to come, then in November it had to be repaired for the same reason, (the buttons on the keypad stop working), again today the same problem occurred.

Naturally, I returned to the store of purchase for assistance. Was there any assistance? NO, there is apparently a policy that all mobile phone carriers have. "This is not our problem". My carrier which operates the store in Fremantle, WA simply told me that I would need to have the handset sent to Sydney and be without a phone for a minimum of 2 weeks as they no longer offer loan phones while yours is repaired under warranty. How many of us can be without a phone for that long? I know as a medical professional who often works on call (and as luck would have it I am on call this weekend), I can't be without a phone for 1 day let alone a minimum of 14 days. I asked to speak to the State Manager, just to express my disappointment, ensuring I was polite to the poor girl behind the counter (not her fault). Mr Cane Cosecski (State Manager) was not too busy to spend 10 min on the phone with one of his employees, however would not be available to speak with me until the middle of next week. Why???

Next I called the manufacturers 1300 number (using a friends phone), and after 30min on hold was 'accidentally' disconnected. I called back and this time after 20min on hold was again 'accidentally' disconnected. Finally I found a place in the fair city of Perth who was authorised to repair my phone under warranty (yes, it is still less than 7 months old). After receiving some GOOD customer service finally and being informed that it would be atleast a "few" days for repairs and lent a phone to use in the meantime, I asked if there was a local Motorolla  company representative that I could write to, simply to express my displeasure with their product and their service, and to request it be replaced rather than repaired. I was informed that the persons name could not be given to the public. Why??? Also to my dismay I was informed that you need to have your handset repaired 3 times with the same fault within 6 months for it to be replaced. Why???

Has anyone else experienced this level of poor sevice from a telephone carrier or manufacturer, or am I just having one of those days?

JJ's Pet Peeve of the Week is not edited, endorsed or solicited by anyone associated with the "NORG"