Unfortunately even fortunately, I have experience with the customer’s support in both countries. What is the difference between one of the largest e-commerce companies in the world and one of the largest companies in the Czech Republic?
The same situation. I order some staff, they split my order to more packages and I never receive one of the packages. Tell me, what am I doing wrong? Well, let’s see what happened.
I called the support and told them I cannot find a package. They asked if I want to replace or refund. I chose the replacement, said thank you, waited three days and get my package. Excellent, right?
I called the support and told them I cannot find a package. Their reaction was not as good as Amazon’s was. “We have to investigate it. We will email you soon.” I was a bit confused, but alright, let’s wait. Well, after three days without an email I called again. They told me the same thing. After the next two days (5 days from the first report) I got an email. An email where was zero information. Just “Here is an affidavit, fill all the information and send it back”. Well, after 21 days, a lot of calls and emails they send me an email they are able to send me my money back in two weeks when if I send them my bank account number. Crazy, right? The point is, it was me who was interested to get this done, not a seller.
I bought an item on Amazon from the Czech seller. I didn’t know that. It was fulfilled by the store, not Amazon. Once I get an email my package is delivered I was excited. Well, I haven’t found my package. So I wrote an email via Amazon support form to the store. I asked for some help. Their answer was weird! ”Hello, your item was delivered 26.10. by USPS. You can track it here: (link to the tracking number)”. Never mind they used the Czech date format. But they wrote to me something I knew. We waste time. I asked again for some help because I still don’t have my package. Their reaction again: ”I understand, but your package was delivered. You can put complain to USPS.” Come on, guys! We waste time again! No help from their side. Totally arrogance communication. I never choose USPS, I haven’t bought an item from USPS. That’s why I wrote to you. I am so sad because their reaction was so bad. The good is I get the packages a week after.
The idea of this post is you can have an excellent product, services and so on. But you need excellent support to make your customers happy because it’s not only about the product. Once the customer is frustrated, you should help him, he will love your company. I don’t want to say the US companies are better. I know a lot of them doing a fantastic job and a lot of US company very bad.