Customer Service...Where has it gone?

By
Real Estate Agent with Beach & Luxury Realty, Inc.

What has happened to customer service in this country? Big corporations need to learn the definition of this again. According to Wikipedia...Customer Service is the provision of service to customers before, during and after a purchase.

Here I sit on vacation in Key West with a brand new Kodak PlaySport camera (waterproof). Used it yesterday briefly in about 1 foot of water when the camera failed to keep its battery charge. When I returned to my hotel room and put it on the charger, nothing happened. The camera is a dud! Apparently water found its way into the battery compartment and shorted it.

I just finished a phone call with Kodak...I'm ready to pull my hair out. Their customer service people do not seem to understand that when someone is on vacation with a brand new camera that craps out, they want a new one immediately...not too much ask, I think. Instead, they offered to send me a return label to send in my defective camera and then they would have it repaired or send me a new one in 7-10 business days! Are they kidding me? My offer to them was they overnight a new camera to me with a return label to send in the defective camera. Their response...I'm sorry for your incovenience and we can't ship anything out until we receive your camera first.

I informed the representative that the words "I'm sorry" and "can't" should not be language that customer service representatives use. The first representative got his supervisor on the phone, as I asked. The supervisor chose not to put his superior on the phone and suggested that I write a formal complaint to Kodak. I responded with "I certainly will" and I will also be sending in the defective camera along with a bill for reimbursement due to me now needing to purchase a new camera for my vacation.

We are in a service industry and should never use the words "I'm sorry" or "can't". We are constantly looking for solutions to the many issues that pop up in our daily real estate lives and seem to obtain those solutions. It seems that major corporations such as Kodak have forgotten how to take care of its many customers. This is one customer now that will no longer support Kodak and I informed them of that.

It's time that everyone running a business got back to the good old days of true customer service. As JC Penny stated...Live By The Golden Rule.

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Rainmaker
522,222
Mike Carlier
Lakeville, MN
More opinions than you want to hear about.

Seems that the message on the despair.com poster is alive and well.  It goes something like, "Customer service, we're not satisfied until you're not satisfied." 

Sep 28, 2011 03:45 AM #1
Ambassador
779,827
Doug Rogers
Bayou Properties - Alexandria, LA
Your Alexandria Louisiana Agent

You were just one of a 100 angry calls that rep had during a 8 hr shift. Once you hung up the problem was now in another person's hand.

Sep 28, 2011 03:55 AM #2
Rainmaker
74,030
Cris Burlew
Beach & Luxury Realty, Inc. - Saint Pete Beach, FL
Broker ~ St Pete Beach FL Real Estate

E.J. you are so correct...that is now the new customer service. Thanks

Sep 28, 2011 06:49 AM #3
Rainmaker
74,030
Cris Burlew
Beach & Luxury Realty, Inc. - Saint Pete Beach, FL
Broker ~ St Pete Beach FL Real Estate

Doug...yeah, the hand it was in was his supervisor's that didn't care either. Thanks for the comment

Sep 28, 2011 06:50 AM #4
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Rainmaker
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Cris Burlew

Broker ~ St Pete Beach FL Real Estate
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