I had one of those unpleasant customer experiences. One of our GSM sim cards has failed. So I walked into the Telstra dealer who does all out business. I explained that the card failed, want a replacement and hope we don’t have to pay for it. Not a chance said he, $33.00 would appear on our next bill. Without choices, we go through the motions of identifying myself and calling Telstra Mobile to activate the new sim. The sales guy butchers my surname in the process.
As I’m giving my account password to Telstra I gave it one more chance. Why do I have to pay $33 if the sim failed? “If it’s failed and not lost, you don’t have to pay” said the Telstra operator. Smiling I turn to my dealer, who says “No way – who’ll pay the $25 for the new sim?”
What?!?! I’ve bought 5 services and three handsets from these guys. Instead of working it out with Telstra, they grind me – the customer – in the middle. So I tell the Telstra operator I don’t want to do business with this dealer. Telstra agree and tell me to get a new sim anywhere – they’ll refund the charge in my next bill.
Dumb and dumber. That dealership had inside running on our new PABX for two companies, until then.
Make it easy to do business.