Today I got a lesson in bad
customer service from
Bang & Olufsen. I emailed them to express my
frustration and ask a few questions that their
website didn't seem to answer, and got a
reply stating that, in essence, they had already redesigned their site and therefore my complaint was not "
justifiable".
Here's the letter they sent me, with a few comments inserted:
Hello Sylvar:
[I gave my real name, dammit; use it.]
Thank you for your comments. I'm not exactly sure what you mean when you
say that our site is "getting in your way."
[Duh! I mean it's getting in my way.]
First, if you click onto the Download section you can then pull up the
User's Guide for the Beotalk 1200 as a PDF file, using Adobe Acrobat as
the reader.
[Finally found it -- but there wasn't a link on the BeoTalk page.]
Secondly, if you click onto Family (for family of stores) you can then
click onto Retailers, enter your location, and pull up the dealer nearest
you.
[Hey, if I want to know where the product is sold, I would never guess to
click on the word "Family".]
Lastly, we do not quote selling price on our products because they are
sold internationally and the exchange rates vary every day. To obtain the
price you will want to phone a dealer in the country and area in which you
live.
[Well, put that on your web site so people don't have to e-mail you to
find out.]
We have had justifiable complaints in the past concerning our website, but
the version which is now available is user friendly enough.
[Oh! So your fucked-up web site is MY fault? My complaint is not
justifiable?]
I am not a computer guy myself, and I find it workable. I am sorry you
didn't find it the same way. That having been said, I want you to know
that I am here to help you.
[COULD HAVE FOOLED ME!]
If you have difficulty and I can offer
assistance, contact me here.
Yours truly,
{deleted in the name of the Most Merciful}
Bang & Olufsen America, Inc.
Support Center
e-mail: boa_support@bang-olufsen.dk
www: http://www.bang-olufsen.com
So I've decided I can't buy that product after all. It would be a disservice to humanity to reward that kind of shitful customer service.