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  #1074253 25-Jun-2014 13:47
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freitasm: About contact forms... Visited the Armstrong Group website and clicked "BOOK A SERVICE NOW"... Entered the details (name, car maker, car model, regitration, phone number) and selected a date from the date picker.

I received a confirmation email, so my expectation was that this was automatically booked in their CRM somewhere, waiting for me on the day.

A day later I got a phone call from someone who starts by saying "You sent us an email asking for information on booking a service. When do you want it?"

I told him "No, I filled the booking form, the date was entered and I got an email confirmation" to which he replied, "no, we got an email from you asking for information on booking."

I just didn't want to spend time explaining to this person that there's a booking form, I got a confirmation email, and I expected it to be already booked. I just said "sure, can I have it for [date] please?

companies with bad customer services, bad systems, people who don't want to understand their customers.

That's all.



That sounds like really bad web design, if it didn't pass the fields you filled in onto them. I would be inclined to go elsewhere if their systems aren't up o it. I would expect an apology for the technical problem at the minimum, as it is misleading to you, as you thought it was all booked in and confirmed.

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  #1074254 25-Jun-2014 13:48
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mattwnz: That sounds like really bad web design, if it didn't pass the fields you filled in onto them. I would be inclined to go elsewhere if their systems aren't up o it. I would expect an apology for the technical problem at the minimum, as it is misleading to you, as you thought it was all booked in and confirmed.


I agree but the guy was unapologetic, since he couldn't (or didn't make an effort to) understand what I was saying.





 
 
 
 


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  #1074257 25-Jun-2014 13:52
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richms: Mum and dad stores are fine while you are working ok with them on a personal level, but a complaint can quickly erode any goodwill and make the place painful to deal with. There is too much personality in the way at lots of places like that and "not wanting to complain" makes people put up with a lot of crap that would be inexcusable if it was from a larger place.


Many NZ businesses are small family owned ones, and it is part of NZs culture. . I can see you point about a compliant, but it is business so it should be treated in a professional manner, and not overflow into problems later on , nor cause a strained relationship. . If it does then that is unprofessional. The problem though is when these companies choose to grow, and then you can get all sorts of problems, some complaints you see appearing on here, where they are unable to be contacted, or service slips, etc. But that can also occur with large companies that grow too fast, but that all comes down to management.

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  #1074263 25-Jun-2014 13:59
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mattwnz: 
That sounds like really bad web design, if it didn't pass the fields you filled in onto them. I would be inclined to go elsewhere if their systems aren't up o it. I would expect an apology for the technical problem at the minimum, as it is misleading to you, as you thought it was all booked in and confirmed.


The mechanics and office managers have no idea about the web site.  Why should they?  They fix cars.  Expecting an apology from them, would be having the wrong discussion with the wrong person.

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  #1074265 25-Jun-2014 14:01
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freitasm:
mattwnz: That sounds like really bad web design, if it didn't pass the fields you filled in onto them. I would be inclined to go elsewhere if their systems aren't up o it. I would expect an apology for the technical problem at the minimum, as it is misleading to you, as you thought it was all booked in and confirmed.


I agree but the guy was unapologetic, since he couldn't (or didn't make an effort to) understand what I was saying.



I bet he could talk to you about bits of the engine that you don't understand :-)



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  #1074634 25-Jun-2014 22:05
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One of the things I really like about this website is the great back and forth that we have on here. There is always a fare level of respect for persons at all levels of tech ability (leaving out the Luddites:)).




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