Great Example of Poor Customer Service

January 10, 2006

I asked a prominent certificate provider, for which we are a "re-seller," if I could get a refund on a transaction I placed for a client that ultimately had to postpone their purchase. The company agreed, so I kept an eye on my online credit card statement for the following week. Not having seen anything come through, I emailed my contact early this morning. Late this evening, I received a response from another rep at the company. Here's what they said: "Hi Mark, Your sales account manager will be able to confirm if the refund has been processed. He is currently out of the office and will return on January 16." Is it just me, or is this not just a pathetic display of a lack of concern for the customer? Does your company have such practices or attitudes toward customers which need to be jettisoned to give your bottom line new lift?