Changed Businesses
"You
definitely reached the right person."
President to CX
advocate
"We're
going to turn it into a very positive situation."
CEO to CX
advocate
"Anything you want...There's always an exception to every
rule."
President to CX
advocate
"A
letter like that to the CEO of a three billion dollar company gets high
visibility."
Credit Manager to CX
advocate
"By
going to you I can tell she's no dope – a smart
gal."
Owner to CX
advocate
Inside View (Actual
e-mail, earliest on top.)
| Staffer to Supervisor: I had a customer Mr. CC, he had [model #] which got faulty after 10 weeks of purchase. He gave the unit to SC for repair but as these units are exchanged with refurbished units, the customer was given a replacement with refurbished unit. He was not happy to take the refurbished unit and after few days he returned the unit saying that its not working fine and he does not want to have a unit which is a remanufactured one and is used by someone else. He sent the unit back to SC and asked for either a new replacement or return him his own unit. I informed him that the SC ordered an exchange unit for his unit and so they have to return the faulty units back to [country] and also we don't have parts for these units and so the unit cannot be repaired. I offered him that if he is not happy with this exchange unit, I can ask the SC to order another refurbished unit for his unit which will be in a very good working condition, but he refused. He was very angry and upset. His point after even trying to talk to him for hours is that I cannot accept any unit which has been used. He fails to understand that refurbished units are as good as new. The customer wants a brand new unit in exchange to his. Now ConsumerXchange.org has sent [a letter] stating that the customer contacted them with a complaint and have asked to resolve the problem and have suggested a settlement to make the customer happy with new unit exchange. Kindly find the attached file received from ConsumerXchange.org Please advise. |
| Supervisor to
Manager: cx.org are making money chasing after peoples complaints, they offer professional services and advocates to write, follow up, force companies to solve the complaints and most of all WARN others about such complaints, for $43. Good Business ! cx.org claims that XXX [our firm] is one of the most responsive companies. this is the first of its kind complaint we've received, customer in [country name] is using this site to complaint about the exchange with refurbished for his [model #]. Now cx.org send us the complaint asking for an immediate response as they are also rating our response rate. i found this very interesting, i've checked the site and its real ! have other countries faced such complaints and what is XXX's stand on it. |
| Manager to
Supervisor: for this case let's make an exception and offer customer a new unit. I think you have already explained the policy--that we no longer repair units, but pls confirm this once more and that it is according to XXX's standard policy to offer reburbished models in good faith that they will be clean, operating units. We all know full well, however, that the reburbished models are oftentimes anything BUT like new so let's not kid ourselves. I'll have a closer look at this website tomorrow when I'm back in the office. |
| Staffer: CR informed me that he has received the unit [model #] and he will give the customer a call to inform him when he can collect the unit from [store.] I informed the customer that he will receive a call from CR for the collection of unit. I also informed him that the unit he is getting is an upgraded unit as the unit he has is not available anymore in the market. He was very happy and satisfied. |
XXX = ? As an exception to CX's strong policy to identify companies, we aren't here because we don't want to endanger the job of the manager who solved the problem. Incidently, the manager was so impressed with CX that s/he wanted to use CX to solve his/her own consumer problem.