Axiom Home Page Forums General Discussion The Water Cooler Borders and SACD problem$%#$%#%&

Oh, come on guys, you got to give credit to the guy for being honest; wrong but honest.

Jaime

But not diplomatic.

He could have "honestly" said that, right now, the volume of SACD's they sell did not warrant the additional labor that would be involved in implementing that change. He could have thanked the customer for the suggestion and pledged to revisit the issue with management and monitor their sales of that product type. He could have offered to inquire with other Borders how they handle the situation.

Instead, he was rude to a customer. Bray pointed out how their service could be improved, and the person in charge of improving the service simply replied that he didn't want to.

There is always more than one way to tell the same story.

Honestly, though, it really would not be a pain in the ass for him. The minimum amount of work that he would have to do is print up some signs that say SACD and place them over the spots where teh SACDs are... not that hard.

Got a response from Borders today...

Dear Craig:

Thank you for contacting Borders Customer Care about your experience at the Mesquite store.

Please accept my apology for the delay in responding to your email. Although we strive to answer email as soon as possible, we sometimes receive more inquiries than we anticipate. If you need or prefer immediate assistance in the future, you may wish to call our Customer Contact Center at 1-800-770-7811.

You have reached a central mailbox for Customer Care that isn't connected to a specific store location. Neither Borders Books and Music stores or Waldenbooks are capable of sending or receiving email outside the corporate network. They do not have publicly accessible email addresses.

I understand that service issues like the one you described can easily ruin a positive opinion of an entire company. We are concerned about a situation such as this occurring at any of our stores. Please accept my apologies.

You made the correct decision by contacting us. Your comments were forwarded to Gary Utay, the General Manager and Holly J Linden, the District Manager for the area. Although I asked that one of them contact you by email, feel free to reply with a phone number where you can be reached. Both will want to know if there is a problem at their store and both will be grateful to receive your feedback so that they can rectify the situation.

We appreciate the time you have taken to bring this matter to our attention. If there is anything else we can do for you, please let us know.

Best,

Dan
Customer Resolution Specialist

Nice that you got a reply. I had to laugh at the guys title though. "Customer Resolution Specialist"

I still havent recieved a response. Maybe I was a little harsh in my message.?......................... Naahh!

There's nothing in that letter specific to your concern. It sounds like a form letter with maybe a couple of specific paragraphs cut and pasted.

I suggest contacting the Manager of the Customer Complaint Amelioration Department. I hear she's very effective.

Isn't her office in the basement by that dude with the stapler fetish?

I buh-buh, I believe you have my stapler.