Where's my replacement parts?
Another fine example of the lost art of customer service. My wireless carrier is not carrying the Palm 700W anymore. I am not sure of the reason, nor do I really care. I bought the product when they were carrying it and I have been utilizing Verizon for the replacement parts necessary to keep it running. Since this phone is not being carried by Verizon anymore, the replacements parts, like the battery, are not being carried either. Now what? To solve my problem, I have two options:
1. Hope I can find a battery at battery store, like Batteries Plus. Or,
2. Buy a new phone.
Wonder what Verizon is hoping I am going to do? Buy a new phone? Wrong. I can tell you what I am NOT going to do–I am not going to buy a new phone from Verizon. I will buy a new phone when I am ready. And, if Verizon’s policies make me buy a new phone when I am not ready, it is time to take my business somewhere else.
Customer Service Lesson: When you sell someone a product, you are obligated to service it. This is like buying a car and then going to the auto dealer only to find out that I can’t get parts for the repair. It simply does not happen. I expect my suppliers to support my purchasing decisions by providing me the service I need, when I need it. If they cannot do that, they do not deserve my business. Obviously the “dollar gods” are doing the thinking here. What I am thinking is that they may have lost a customer.