There's a third party in the relationship too, the customer. I've said that I've been looked after by my dealers; courtesy bikes and generally a good attitude. However, I've still had to chase. If I've not heard anything for a few days, I call. I've called Zero and spoken to Aaron. I've emailed. I've complained. I badger my dealer regularly. I turned up there unannounced a couple of days ago. It's tiresome but it has to be done.
It shouldn't be necessary, but it is. I find there are very few people out there who are genuinely on top of their workload. Most of them aren't organised at all and find themselves just reacting to the latest thing that has hit their mailbox. Or the last phonecall. After they've been working like that for a few years they just think that chaos is the norm. When they find themselves with a quiet moment they're so exhausted they do nothing. Essentially, they end up relying on the people that want something from them to keep reminding them about what they need to do. All the phone calls and emails are a terrible waste of time for everyone, but if they stop then nothing happens.
The trouble is that once you're in that hole, it's very difficult to get out of it. You're putting out fires all the time. There's no time to do anything proactive and it just becomes a grind. Instead of doing the things that will reduce the constant stream of emails, phone calls and threatening letters, they just become masters at fobbing people off. It's somebody else's fault, there's this excuse or that one, etc.
Zero have been in this hole with their customer service for years it seems. It means it's down to the customer to make things happen, which is the wrong way round.
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Topic: Zero Customer Service (Read 10066 times)