We’ve all been watching Crappy Tire completely drop the ball, when it comes to managing their social media site.
(And, no, merely deleting negative comments does NOT count as “managing social media”)
Naturally, some of the comments are about poor customer service, where the store failed to live up to their own return policies, or to provide adequate sales assistance to customers.
But what I find most interesting, is the large number of their customers who are complaining about staff doing EXACTLY WHAT THE STORE WANTS THEM TO, i.e. refusing returns that would be routine at every major store out there.
Defective product? NO REFUND, at Crappy Tire!
Opened package? “Repair Only”? NO REFUND, NO EXCHANGE at Crappy Tire!
And when consumers find out what the real rules are at this Crappy store, we see that the Crappy People who patrol their site are usually silent.
The most they can come up with is, “Strong customer service is important, we would like to hear more personally” or “Customer Service is very important to us and we would like to try to make things right. Please feel free to contact us”.
But is that even true?
Are the Crappy People even being honest on their own site?
No, they are simply making a vague and half-hearted suggestion that maybe somehow the store’s policies will be waived for just this one customers, just this one time.
But we’ve seen what the customers get back in these cases: a form letter saying (in essence), “Sorry, that’s our policy”.
Indeed, if the Crappy People truly thought that “customer service is important” (let along “very important”), then surely they would bring their policies in line with all the other retailers out there, and put an end to all these recurring complaints.
The fact that they stand their ground, and that they continue to hide their true policies, serves as a message to us all: customer service isn’t important at all.
Their true slogan isn’t “Bring It On” …. it's actually “Don’t Bring It Back”.
(And, no, merely deleting negative comments does NOT count as “managing social media”)
Naturally, some of the comments are about poor customer service, where the store failed to live up to their own return policies, or to provide adequate sales assistance to customers.
But what I find most interesting, is the large number of their customers who are complaining about staff doing EXACTLY WHAT THE STORE WANTS THEM TO, i.e. refusing returns that would be routine at every major store out there.
Defective product? NO REFUND, at Crappy Tire!
Opened package? “Repair Only”? NO REFUND, NO EXCHANGE at Crappy Tire!
And when consumers find out what the real rules are at this Crappy store, we see that the Crappy People who patrol their site are usually silent.
The most they can come up with is, “Strong customer service is important, we would like to hear more personally” or “Customer Service is very important to us and we would like to try to make things right. Please feel free to contact us”.
But is that even true?
Are the Crappy People even being honest on their own site?
No, they are simply making a vague and half-hearted suggestion that maybe somehow the store’s policies will be waived for just this one customers, just this one time.
But we’ve seen what the customers get back in these cases: a form letter saying (in essence), “Sorry, that’s our policy”.
Indeed, if the Crappy People truly thought that “customer service is important” (let along “very important”), then surely they would bring their policies in line with all the other retailers out there, and put an end to all these recurring complaints.
The fact that they stand their ground, and that they continue to hide their true policies, serves as a message to us all: customer service isn’t important at all.
Their true slogan isn’t “Bring It On” …. it's actually “Don’t Bring It Back”.