An experience I have had that includes an unsatisfactory outcome includes the time I ordered an organizational tool online.
Natasha Williamson
An experience I have had that includes an unsatisfactory outcome includes the time I ordered an organizational tool online. I forget the exact item I purchased. It was something I was going to use to be more organized and needed to be assembled. When I received the product, it was missing a part that was necessary for the item to be useful. Without it, I had random pieces that I could not use for anything else. So, repurposing the items that came with the product was out of the question. I was unable to return the item to the retailer I bought it from. It was a requirement of the product purchased that any return be dealt with from the manufacturer. I contacted the manufacturer and the person I spoke with in their customer service department required me to take a picture of the item showing the part that was missing. So, I did that even though it did not make sense to do so. I did not get a response from customer service. It ended up with me being unable to get a refund or a replacement part for the item I purchased. The product I bought ended up being thrown away and I was out the money for the item. It showed me just how important customer service is to customers. It also showed me that manufacturers are not always willing to stand behind their product or provide what was needed to make a customer whole. The organization could have sent me the part I needed instead of ignoring me or trying to make it look like I made up a part being missing. Admitting that sometimes mistakes do happen goes a long way to provide great customer service. I originally was not upset about the part not being received with the rest of the item. I naively thought I could contact that manufacturer and they would send me a replacement part. Without the part, the product I purchased was useless. Top management could help resolve this issue by conducting inspections of packages of their product being sold. They could also implement a better quality control system that would prevent items from being missed while packaging merchandise for sale. In this case quality management was not a priority (Collier & Evans, 2019). it is important to continue to meet quality standards. Having a quality product makes the company more competitive (Newshour Productions, llc, 2007). This was a product sold internationally and the manufacturer I purchased from was not the only company offering the item I bought. If I had know about this company’s customer service beforehand, I would have chosen a competitor.
References
Collier, D. A, & Evans, J. R. (2019). Operations and supply chain management. Cengage Learning.
NewsHour Productions LLC. (Producer). (2007). Midwest manufacturers fight to stay competitive in global marketplace [Streaming video]. Films on Demand database.
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