Comments on: #oneaday Day 908: Customer Disservice

By: #oneaday Day 940: Insert Coin | I'm Not Doctor Who

#oneaday Day 940: Insert Coin | I'm Not Doctor Who — Wed, 15 Aug 2012 23:38:34 +0000

[…] stick I eventually settled on — after the whole CeX/PS3 Street Fighter IV stick debacle, now thankfully resolved – was the catchily-named Qanba Q4RAF. I can pretend to know what […]

By: #oneaday Day 912: Blood from a Stone | I'm Not Doctor Who

#oneaday Day 912: Blood from a Stone | I'm Not Doctor Who — Thu, 19 Jul 2012 02:24:24 +0000

[…] I'm pleased to confirm that, after several days of wrangling, arguing and repeating myself over and over and over again, CeX finally relented and gave me a full refund. (Context.) […]

By: Pete Davison

Pete Davison — Mon, 16 Jul 2012 12:23:42 +0000

In reply to Ciaran Watkins. Yeah, I've worked retail before, too, and surprising and delighting a customer is always better than leaving them going away muttering curses under their breath. I hope someone from CEX reads this and gets in touch, but I'm not expecting anything.

By: Ciaran Watkins

Ciaran Watkins — Mon, 16 Jul 2012 12:08:47 +0000

Working in retail myself has me running into situations like this every day. From CEX's point of view, they've gone about this the complete wrong way. Store policies are store policies for a reason, but the item was taken back the same day. The company I work for doesn't issue refunds unless the product is faulty, but almost every time I've had a customer return something on the same day, I've granted them a refund. It's just common courtesy. Seems like CEX could have handled this a little better at the time. While I understand that their upper management team might have a very strict rule-set, a happy customer is always better than an unhappy non-customer.

By: MsVolcanicity

MsVolcanicity — Sun, 15 Jul 2012 17:55:17 +0000

I think the thing that really gets me when I receive poor customer service is that really, I'm quite easily pleased by a smile and someone willing to at least try and get around those pesky returns policies. I'm surprised that they didn't try and make any effort to meet you half way Pete - after all, they're a new shop and have clearly lost at least one potential customer already...

By: Mados

Mados — Sun, 15 Jul 2012 02:48:10 +0000

Great example of the danger a careless/selfish customer service policy can pose today… to a business. Any customer potentially has a facebook account, a Twitter account, a blog… and there you go, potentially thousands of dollars worth of brand damage/lost business because the staff at the floor wasn't empowered to solve an initially low-value issue (for them – high value for the customer).