A few months ago I brought her boom box into my sewing workroom to entertain the sewers with lively music. Upon plugging in the cord it literally exploded out of the unit into two pieces. Pretty scary. My daughter was very disappointed so I felt it was my responsibility to try to fix it first rather than replacing it, as it had been a birthday gift from her grandmother. I plugged the exact model of the boom box into Google and out popped a supplier - Power Payless who claimed to have the exact match. I paid the $14.95 (including shipping) and a week later it arrived in the mail. My neighbor happened to stop in as I opened the package and watched as I tried it out to make sure it fit and ...nothing. She tried it and couldn't get it to go in either. Findally my husband followed with the same results. Obviously it wasn't a match. The shape and size was very similar but it simply did-not-fit. Time to return it. How far will a company go to save themselves $15? Let me show you.
I called the number on the slip and was instructed to take pictures and email them. I couldn't really see the point of this but I did, noting that the cords were similar - albeit not identical - in appearance and that this did not mean it worked. I receive this response from their customer service department (note the ridiculous tagline:)
Did you have chance to test the power cord? it cannot fit. I checked your picture. they look like same size cord.
Regards,
Power Supply...Specialty,Service,Satisfaction!
Somehow not surprised, but now thoroughly annoyed, I shot back this response:
SERIOUSLY? Are you kidding me? I clearly mentioned in my prior emails that although they look very similar the cord you sent me SIMPLY DOES NOT FIT. I am not an idiot, but your question surely implies that you think I am.
THREE (3) adults (one was a man if that makes it more credible for you) tried to cram it in several times each. The holes on the cord you sent me are simply about 1-2mm too wide - just a fact. Do you really think I would bother to contact you if I hadn't tried it, as if I have no life and nothing better to do besides this?! Do I need to waste more of my time sending you a video of a $10 extension cord not fitting?
Email me a UPS label and I'll gladly send you the stupid boom box that my kid has been expectantly waiting for me to fix along with the original cord that blew up in my face and top that prize off with the one you sent me that doesn't fit and you can tickle yourself pink playing with it all day long to see if you can get it to fit. Perhaps a little help from Arnold Schwarzenegger might help you stubbornly power it in. -Lesley
You have to really wonder: had I been a Bob or Fred would they have asked me such an asinine question?
My friend Annmarie, having missed her calling as the Ultimate Most Awesome Customer Service Rep Ever, anticipated their response as such:
Ms. Fleming,
We would need to see a video of no fewer than 3 (THREE) adults, at least one of them male, 2 (TWO) children between the ages of 11 & 13, and one cat, preferably a black one, attempting to cram the cord in. A notarized affidavit will need to accompany said video. We will also require a signed letter from your doctor or other mental health provider to verify that you are not an idiot. After we receive the items above via certified mail, we will verify with our crackerjack team of experts to make sure that the cord does not fit. Upon verification of this we will be happy to send you a new cord in a padded self-addressed envelope that you provide to us, along with a COD label. The new cord will only be $49.99.
Thank you,
Power supply... Specialty, Service, Satisfaction!
We would need to see a video of no fewer than 3 (THREE) adults, at least one of them male, 2 (TWO) children between the ages of 11 & 13, and one cat, preferably a black one, attempting to cram the cord in. A notarized affidavit will need to accompany said video. We will also require a signed letter from your doctor or other mental health provider to verify that you are not an idiot. After we receive the items above via certified mail, we will verify with our crackerjack team of experts to make sure that the cord does not fit. Upon verification of this we will be happy to send you a new cord in a padded self-addressed envelope that you provide to us, along with a COD label. The new cord will only be $49.99.
Thank you,
Power supply... Specialty, Service, Satisfaction!
Not too far off, but a little less amusing, I received this email from them:
Could you just modify a little bit the cord and use it? we will partial refund you. Or, just return it for refund.
Regards,
Power Supply...Specialty,Service,Satisfaction!
Sure, let me drop everything and get right on that!
Customer service faux pas:
- PICK YOUR BATTLES. No one is too small to lose face over.
- Make them jump through hoops
- Assume your customer is an idiot and is just trying to rip you off (out of a grand $14.95) so proceed to QUESTION them and in doing so, annoy & insult them
- Offer a cheesy and chintzy lukewarm return/repair option that further inconveniences them
And viola, now you have the Power Supply....Specialty,Service,Satisfaction!
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