-----------------------------
Today, I had one customer emailing me and my business development manager regarding her monitor screen damage.
So I downloaded POD from Forwarder's website. POD was signed clean.
I provided that to customer and advised who the signatory of the delivery is.
I also asked if the box was damaged.
The customer replied that she still has the packaging and the bottom of the box has the same symptoms as the damages on the monitor screen.
So now - I asked my logistic if they are able to accept this claim as " Transit Damage Claim ".
The logistic personnel has replied - given that POD was signed clean i.e the box condition was satisfactory at the delivery by courier; the claim is not possible to get it accepted by them.
As such, I advised the customer the same and asked her to dial one number to log the case as " Dead on Arrival " claim - saying the monitor has damage on the screen.
She, the customer, insisted that it's still "damage in transit" but agreed to call the number.
She, the customer, definitely tried the number; came back to me and my business development manager complaining that the number I provided has re-directed her to another number.
And that another number re-directed her again to the same number I provided.
In the end - she managed to get one claim logged and been advised that one of the person will get in-touch with her regarding the said issue.
And the customer, she, emailed again saying - the person called back and said she is to contact the the point of Sales regarding this.
She, the customer, then called my Inside Sales Rep who is on leave at the moment and she left her a voice mail and asked me to chase up for her.
At which point of time, my business development manager who is known as Outside Sales Rep emailed the customer to give her a call.
And a while later, another email came up from my business development manager saying that she has logged the complain case - given that customer has had run-around moment regarding the simple case.
A very while later - the Complain section emailed me and asked to take this ownership of the complain case and get it resolved soon as my Inside Sales Rep is on leave and her Out of Office email stated that one should contact regarding all Post Sales Queries to me.
Basically, the tech support team (the number I provided to customer) advised the complain team to log the case as Transit Damage claim which the logistic did not accept.
Urgh - I know it's very complicated.
I wrote another email to the Claim Section (not the Complain Section) if they are possible to log it as " Dead on Arrival".
And the girl from the said section replied that she will park the case under "Dead of Arrival".
Finally!
You will wonder why I did not write it to that girl in the first place.
Well, basically, Order Management does not have anything to do with Dead on Arrival Claim. Those are to log by customers themselves within certain days.
We guaranteed we deliver the best. Heh Heh..
You know customer could always make up the story and all that regarding Dead on Arrival.
My point is simple - if the box is damaged, why did customer accepted the delivery and signed POD clean and not writing anything on POD?
And if they want it replaced - they definitely could not get it so easily and they have to give time and work on it as they did not do their part of checking when the goods are being delivered.
All the big company like HP has such kind of experience.
We are not just working in the small room facing each other. We are working world wide.
Customer has to be very careful when the goods are being delivered.
They should diligently be checking the box they receive is in condition.
And they should then check the goods within a day or two if they are fine and as they ordered.
I was even the customer once with HP and I checked my box and goods like crazy.
I have seen so many youtube videos regarding such sort. I'm sure you will have another point of view for this story. :-)
Enjoy the rest of the week, peeps.
Edit: the story did not end there actually, LOL. Forget abt it.
-----------------------------
No comments:
Post a Comment