Originally Posted by Booxtor
Guys,
it is very easy to update your address in the database. It helps avoid situations like above. If you just expect your service to read your current address from the (often hand written and unreadable) label from the box - you are wrong. After opening of the box we :
1. look for a copy of invoice to be able to assign the sending to the customer in our database.
2. look for existing contact messages from this customer in the database, where he could describe what is the problem with his device.
3. generate a new case in our database and prepare shipping documents.
4. go expertise with the device, repair it if needed (often we have to deal just with discharged battery) and send it back to the customer.
If a customers did not mention in his contact messages his changes regarding a new address or did not change his address in our database, the package could go to a wrong address like in the case above. Even an inserted in the box piece of paper with request to send it to a different address could be overlooked in the workshop.
In case above after customer has noticed, that we sent it to wrong address:
1. the sending should not be collected by relatives of customer from the post office - after his message I sent request for return to DHL and it could be already returned free of cost..
2. I did not know what is the price for shipping from Hungary to UK. I offered to compensate it, but he asked for 50 GBP (64 EUR), which is really too much.
3. I also cannot arrange transfer between Hungary and UK. I can arrange transfers from Germany or returns to Germany only.
4. I have sent to the customer DHL return label for his sending (on my costs of course) immediately after his call and I will send it to UK by UPS on my cost too.
The whole issue caused costs and personal expenses just because missing information about address changes in the contact messages and ignoring of updating address information in users account..
I guess I did everything correctly and there is actually no reason for complains.
@Dr. Drib: This is not about M96 but M92 with damaged screen. Those screens are not always in stock and sometimes we just have to wait certain time for replacement parts. So it is not about our tardiness at all. Please don't make you conclusions about our service, if you are not really involved in the problem, are not our customer and don't see the whole situations in users complains. Sometimes user could also responsible for situation.
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