Audi South Africa. A digital fail of email proportions.
First off, let me say that I really don't like throwing stones. There's nothing worse than a Blogger bitching in a public forum - unless that bitching just might make a company examine their approach to this channel. Audi haven't listened to me, or even bothered to respond post my incredulous response to this experience. So let's see if they do anything now.
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).
(Click image to enlarge)
Audi then diligently tried to phone me three times. Sigh. That I could forgive. This, I couldn't...
(Click image to enlarge)
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:
Lynn.
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?
Andy
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:
Lynn.
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?
Andy
Comments
Post a Comment