Why do big companies don't like their customers?
Hi,Long time no see... No I didn't collapse under one or another marketing failure, although it has been a near miss.
Last weeks I got quite upset by the behavior of bigger companies.
Of course there is the never ending PayPal story and a new experience the Nokia brand new horror show.
First PayPal. I've been sending mails to this black hole to get my money back (remember the zoeper safe PayPal system leaks like a sieve). The only answer I get is to call a number in the US. I must conclude that at PayPal there is no one that can read. Although it is clear that PayPal made the mistake that caused the loss, they refuse to refund my money and they block communication. My account is negative and it will stay negative. I'm gone, and with me several 100's of other are leaving (Yep, I got a half page article in a major news paper over here.) In stead of looking for a solution they prefer to get a bad name and lose customers. Not only that, they are also contaminating the mother company Ebay. (If PayPal sucks, then Ebay sucks too.)
Then Nokia: My daughter bought a brand new Nokia mobile . It worked less than 14 days. Got repaired after 4 weeks, but alas it already went broke again at the delivery. It disappeared again for more than a month now, and no news yet. Calling the service dept of Nokia is really fun, oh yes they are very polite: 'Oh I'm so sorry sir, Oh, yes we'll start an urgency procedure to get your phone repaired, Oh, yes, I'll call you back'. Let me tell you; they don't start a special procedure and they don't call you back. At Nokia the don't like their customers either.
The main problem with big companies like PayPal, Nokia and many other is that they don't know their customers, they don't know what is important for their customers. This is strange because they spend millions in learning about their customers, but unfortunately nobody is reading these expensive reports. It seems that also a Nokia nobody is able to read. We're heading for an 'ear'-generation, reading is for the old guys, like me.
posted by Web Marketing Lies @ 2:39 AM
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