It all looks so tempting. If I order something, I will have the item in my home very quickly. Ordered before 22:30, delivered the next day or present at the collection point. I say: that's service! Nice people at Bol.com. I assume that they will also pick up and handle my complaint just as decisively, if something unexpectedly went wrong with the order. Maybe you can feel it coming?
116 Ways to File a Complaint
When I search the site for how to file a complaint, I get no less than 116 hits. Unfortunately, they all appear to be books (after all, people, there has to be some sales, it's a crisis). Books about mental and physical complaints in particular.
Okay, I don't need those books. After searching a bit further, I find the contact details of customer service. I can get someone on the phone at a local rate. Suppose I can't reach an agreement with this person, I can send an email or a letter. In itself, it's well organised. It is striking that answering my complaint takes more than three times as long as processing my order. And I live all the way in Groningen! This is the response time of Bol.com: "as soon as we receive your complaint, we will send you a confirmation of receipt. You will receive a response by telephone or email within 7 calendar days of the confirmation of receipt." Conclusion: everything possible to sell quickly and deliver quickly. And complaints? They could do with being a bit slower.
T-Mobile
Of course, a telecom provider cannot be left out. Many customer satisfaction surveys show time and again that the big players in this sector do not excel in service. I therefore choose the best scoring telecom provider: T-Mobile . The research shows that customers feel less valued AFTER they are customers. Let's see if I understand that.
The T-Mobile homepage looks clear, with something for every type of customer. The business customer also gets a special offer, headed with sharp prices and customization. That already sounds promising.
I wonder if I can also file a complaint as a non- T-Mobile customer. And if I will also new zealand telegram data receive customization. The site leads me to various places to ask a question. There is currently no space to simply type in a complaint. Via some standard answers I still end up at a web form to file a complaint. If the ordering process were also so cumbersome, T-Mobile would not have been such a big player, I suspect.
As I said, I am not yet a customer. I have filled that in properly. However, I have to show my baptismal certificate to be allowed to submit my question or complaint. I wonder why T-Mobile needs my address details and date of birth to handle my complaint? I am not in their system. Or could this perhaps be to make me a nice offer soon? Say, online marketing? It can't be...
The online marketing engine is humming along smoothly at the above organisations. Prospects are addressed emotionally and receive a warm welcome. Once you are a customer, you must comply with formal procedures and standard forms. To be clear: ING, Bol.com and T-Mobile are not the only companies that choose this approach. In fact, the majority of large organisations in the Netherlands do it this way. A strong focus on new customers and then fingers crossed that nothing goes wrong. Because we don't like complaints.