Originally Posted by JFvergara
Granted their not an "enthusiastic boutique PC maker" but at least back in Canada I used to get people who sound EXACTLY like you for things totally unreasonable. Sorry for the insults, it just pisses me off/shocks me to think that there are people like you in the world. I'll pray for a comet to hit our planet to remedy us of this.
industry average: 7.25
AW average: 7.7 -- has dropped to 6.4 over the last 6 months
Voodoo PC average: 9.78
PCTorque average: 9.88
boutique service is supposed to offer a *much higher* level of customer satisfaction and personal attention than the mega-companies. this is why voodoo, pctorque and the other good shops score so high -- because they make good on that mission. AW does not.
the core of the issue here isn't AW not wanting to do the right thing for the customer, the issue is that they run around like headless chickens when they try to do the right thing and make it worse than if they did nothing. you might think mjdart has no business savvy, but i'll tell you this -- it's friggin asinine to offer someone a rebate post-order and force an additional 200.00 charge on their credit card before you send them a 500.00 rebate coupon... this is amateur-hour process that any first-year MBA would laugh at.
the right thing to do here is simple -- the sales manager either approves or disapproves the rebate applied to this customer's order. if the rebate is not approved, then it's messaged cleanly to the customer and end-of-story. if the rebate is approved, a rebate coupon for the *difference* is sent to the customer (there's simply no excuse for forcing an additional CC charge to the customer and then sending the full rebate coupon -- that's insane) or the discount is applied directly to the order in their systems with no need to mail-in the rebate card. rebate coupons are artificial roadblocks -- there's no reason the discount can't be applied directly to the order at time-of-purchase, the company is hoping that a % of customers won't take the time to jump through the hoops of sending the required info back.
AW needs to invest in a skilled project manager to audit their entire customer experience from order through delivery... a few very simple changes would easily increase customer sat by 25% or higher.