oldermodelguy
Well everyone loves texts and email today but there is nothing like old fashion human to human conversation to work out details with.
Actually, that seems a little short sighted to me. I have very good reasons for emailing them:
1. In business transactions it is always best to have a paper trail. Verbal communication can give you all kinds of promises, but when the rubber meets the road, "Oh, I never said that!" Or "oh, sorry, I forgot." I have been there. I deal with customers and vendors EVERY DAY and if you don't get it writing--it gets used against you and/or it quickly gets forgotten about. Email is a form of contract, and it also serves as an in your face reminder to follow through. But the worst part is, in verbal communication, people often tell you what you want to hear just to get you off the phone. Cynical? Heck yes, but THAT IS REALITY.
2. By using email I was able to attach a copy of the invoice showing my January purchase date. That is just me being efficient and it sets the standard for warranty expectations. Most CSRs would appreciate that information. As a sales rep I know that I would. With what I provided, including a detailed explanation of the problem, it cuts to the quick and allows the CSR to disemiminate the information quickly within the company. I was doing them a favor. That is how it rolls at my place of employment. If Badger is loosey goosey--which I am beginning to think they are, then maybe it won't mean a hill of beans.
3. I won't even get into the details of my time constraints. If I waited for a good time to call them, which might include voice messages and call backs-- it won't get done. I have far too much on my plate.
Regarding their responce. Though it was polite and it directed me in how to solve the problem, it completley ignored the bigger issue. That being, I suspect the brush was defective right out of the box.
Here is the problem. The link that the CSR directed me to details that I need to send $19 for return shipment. So--not only that I have to pay for shipping to them, but then I have to pay $19 to get it back.
Is that good customer service? Not in my book! Not when I detailed that the brush had the noted problems at the get go. A good customer service model would be that they send a prepaid shipping label, and that they have no expectation of a return freight fee. THAT-- is good customer service, and THAT is standing behind their product. And by the way-- the brush is still in warranty. Yet, I have to pay for these things. I'd even compromise. If they'd find there is nothing wrong with the brush--OK--I'll pay for the return shipment.
And should this lack of service get escalated by me--guess what--I have their actions IN WRITING.
This is why I email.