Make The Change

Here is a documented letter that I sent to a major retail establishment regarding an interaction with their staff. I will not disclose their name, but it rhymes with "Bosco". As of today, I am awaiting a reply.

I thought I might share it with you because customer service these days seems to be a thing of the past. It seems to be a give me your money and piss off situation these days.

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On December 4^th of this year at approximately 11:30 am, my wife and I went to the Cxxxxx location here in Mytown, Ontario for a specific purpose and were rather surprised, not in a good way, at how your staff handled the situation.

Let me preface this by explaining our reason for being there that day.

The Corporation that my wife works for has an employee purchase plan available to staff who wish to buy new electronic equipment such as a computer, TV, tablet, laptop, e-reader,…etc. The employee submits a printed price quote/estimate including all fees and taxes showing an “out the door” price total. The company then furnishes payment in full to the retail establishment and the employee is left with a reasonable and manageable payroll deduction, interest free, for the purchase over a predetermined amount of time. Got it? Let’s continue, shall we.

With that in mind, we meander on over to Cxxxxx to obtain a price quote for a Samsung Galaxy Tab S2 ($547.99 + tax =$619.23) and a Samsung Galaxy Tab A ($296.99 + tax = 335.60).

We first stopped at the customer service counter to explain in detail the aforementioned purchase arrangement thinking this would be the obvious place to go. After all, they have the computers and printers for just such things. We were swiftly directed to locate an employee in the electronics area for assistance which we found unusual. No printing stations on the department floor. And yet, we venture on.

After explaining our inquiry in great detail, again, our now lowered expectations are met when the staff member in electronics redirects us to someone else, who turns out to be a floor supervisor. His name is Andre’. The names have been changed to protect to innocent. If only we could find an innocent.

We explain our situation in detail for a third time. Andre’ nods and says that he would be right back. He heads over to his computer station and begins doing something. We feel that we have finally made it to the right person for the job. After a few minutes, Andre’ returned to offer us a hand scribbled note, written in red pen, on a torn piece of scrap paper, with the names of the items listed and corresponding prices. I then reiterated the fact that we needed a printed price quote on a sheet of paper to submit to a corporate office. He responded, and I quote,

“We cannot issue a fake receipt just in case you alter it and try to claim a refund” as he pointed at the cash register area.

I then explained that we did not need a cash register receipt but a printed price total. His answer surprised me as did his following action. He answered, and I quote once again,

“That would mean I would have to all the way into the office and it’s really busy right now”.

He then turned to another employee, who seemed to be more interested in chatting with her friends than working, and said rather abruptly, “’ Maybe you can help these people”. Andre’ then turned away to help the lone other person looking to have a question answered, as he said, “I’m sorry for the wait”.

This is where we meet Nicolette without any introduction whatsoever. We are met with a wordless nod of the head, one can only interpret as “whatsup”. So we explain the entire situation all over again into a blank and uninterested gaze. Her response was short to say the least.

“Yeah, we don’t do that”. Then she turned and walked away as if we were bothering her. Andre’, having already dealt with the other customer, just shrugged his shoulders and walked away as well.

I hope that this is not the type of customer service that you encourage in your employees. It has made me reconsider Cxxxxx as not being my choice for major purchases in the future.

Just to let you know, after leaving your establishment, we went directly to two other electronics retailers and obtained price quotes without hesitation. The purchase was made through one of them that actually beat your price. Your staff just blew off close to $1000.00 sale plus future considerations.

Yours truly

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I will do my best to update you on the type of response I receive.

I also encourage people to start writing these kinds of letters only because the situation will not change without it.

In the words of Frank Zappa, “Change is not possible without deviation from the norm”.

Very true indeed.