I was looking to outfit my beloved Audi with an iPod jack. So, being a digital native, I went where most would go. Their website. 1 x nice lead form later and I'd submitted my request to the Fourways dealership. One of the options on the lead form was quite nice... How Would You Like To Be Contacted? (I can't get to the phone much - perfect option).
Audi then diligently tried to phone me three times. Sigh. That I could forgive. This, I couldn't...
The brains trust in the customer service department sent me a SCANNED LETTER, saved to a PDF, inside a... wait for it... EMAIL.
I'm pretty sure I know how this happens. Head office does the site, doesn't tell the dealerships they're putting in this great customer service option (contact by email), dealership has a process where they believe it's better to phone people and hence bash their proverbial heads against my voicemail.
It's the simple things in life. Don't offer something if you can't teach your business to deliver.
My email reply:
Please tell me you're kidding?
I send you a web lead, upon which I tick: "please contact me via email". There's usually a reason I'd tick this.
You don't. You try phone me a couple of times. Then you send me an EMAIL (like I originally asked) containing a scanned document telling me you can't help me?