Kiddicare customer service - a result!

I love to be proved wrong in these cases. It seems ridiculous to be surprised when common sense prevails but surprised, in this case I am. Despite the fact that I had to wait in the Kiddicare telephone queue listening to 'slam dunk da funk' by 5IVE on loop for 15 minutes, and despite the fact that I was making the call two days after I was meant to be receiving it, I did get to speak to Lisa.

Lisa, the customer services supervisor listened patiently while I explained to her the basics of customer services and how online businesses ought to operate. I explained the point about consumer opinions being every bit as visible as those of independent reviewers and that prospective customers gravitate towards the web before any significant purchase. I told her to Google 'Ryan Air Sucks' and see my post in 2nd and 3rd position and then to Google 'Kiddicare customer service' and see the 3 customer reviews mentioning words like 'appalling', 'abysmal', 'disappointing' etc. Anyway she got my point and promised to go check the lever personally.

She promised to call me back and she did. This in itself was a milestone given our experience to date. What happened next is a consumer victory to make even Lynn Faulds Wood proud. She agreed with me. She said that she'd tested our buggy, one from the shop floor (they do have one branch afterall) and one from the warehouse. All three levers seem stiff and inconsistent in their operation. The resolution, a full refund!

So, there you have it. Many people give up and just can't be bothered when it comes to bad service and I get stick from those who say I complain too much. But I seriously believe that, by not pushing the issue and just accepting things, poor service is perpetuated and things won't improve. It's frustrating and hard work but eventually as long as you have a point, you'll find someone who agrees and who cares about the place they work and its reputation. You don't always need to go to the top either. There are plenty of people willing to help but sadly they more often than not sit behind inept and poorly trained automatons who are only there to pay the bills. Customer service operators, like waiting staff are looked down upon in this country, as if it's not a proper job so you can hardly blame them. In the States, service is EVERYTHING and although I'm sure you can find poor service if you look for it, those people on the front line do seem to care.

Check out the video below on Zappos.com. It's an online shoe store. So what, right? Actually no. This is a shoe store which people evangelise about because of guess what? Great Customer Service. These people give you free shipping, both ways so if it's not right send it back for nothing. Oh and you've got a year to make that decision. The CEO answers some of the customer services calls from his desk in the open plan office. Also, if they're out of stock, employees are instructed to look online and send an email to the customer with up to 3 links to competitors' websites where they the shoes are in stock. The result is that people tend to buy more and more shoes from Zappos instead of anywhere else and tell everyone they know how good Zappos.com is. People like me blog about it and tell people like Kiddicare about it and the good word spreads. It really is that simple.

Kiddicare - still waiting

We never received the call back from the Kiddicare supervisor. Clare tried calling them at 17:20 last night but their phone line was constantly engaged. At 17:30 it switched to a recorded message which said the offices were now closed. Funny that the website is still open for business though. A cynic might think that the phone was taken off the hook for the last ten minutes so as no caller could delay going home time. Not me though, no siree.

Whilst we're waiting for the elusive call back, check out what happens when you Google Kiddicare customer service.

Kiddicare - a test of customer services

A few weeks back we bought the Maclaren Quest Sport stroller. It has been a breath of fresh air. Don't get me wrong, the Quinny Buzz has been a faithful servant over the last year and of all the travel systems I still rate it highly. It's just a bit heavy now that Jake's got heavier. It was a real work horse and we still use it when we need more space for shopping and such but we wanted a cut down version for, well, strolling. It's also great for holidays, you can literally open and collapse it one handed and it weighs nothing. Perfect for when you need to collapse it at the steps up to the plane so you still get a good seat.

Anyway, it has a fault. The mechanism at the back which you push with your foot when you want to collapse it gets stuck so as you have to bend forward and wiggle it loose with your hand. You may think this is not too much of a hassle but do it a few times every day and you'll see the problem. Also, at £130 this wasn't the cheapest we could have bought and besides, it should work as it's meant to.

So, we email Kiddicare and get a series of frustrating replies. The first is to ask us for a photograph. They want a photograph of a buggy which has a stuck lever. The point is that the level is stuck in a position it has every right to be in. A static picture shows only a perfectly good lever, it's just that we can't push it with our foot. Perhaps they'd prefer us to go to the trouble of recording and editing a video? Anyway alarm bells started to ring.

The next email is a series of instructions so patronising, they could have come from Sky TV themselves. The ones where they ask you if your satellite box is plugged in. Anyway we go back to them to say we've tried it, and believe us, there is a fault, we're not doing this for fun etc.

Then they tell us we must pay them £29.95 to have it collected and if they do not find a fault then they keep our money and send it back to us. This is like saying 'we don't believe you but you can pay us for our time to prove it'. Incensed, I called the technical department and spoke to the only person there who sounded like they knew what they were talking about - I should point out at this point that every email we had received was peppered with spelling and grammar mistakes and that when I put this to the technician, he told me that their email system does not have a spell checker. In 2010, no spell checker! At best it shows that the emails are going out unchecked and at worse it shows that people are checking their emails and missing fundamental mistakes which is more worrying. A mistake is fine, a checked and missed mistake is pure incompetence. (God I hope there's not too many in this post!).

So after a few diagnostics with the technician, he concurred that there was a fault and put me back to the customer services operator after telling me the fee would be waived. We then were told we had to box up the buggy ready for collection. My loft is full of every box to every product I have ever purchased. Except one. For some reason I recycled the Maclaren box within minutes of getting it home. Typical. Admittedly the 'box' we sent the buggy back in was a rather makeshift affair but it did constitute a protected package of sorts.

Yesterday we received an answer phone message saying that no fault had been found and we'd have to pay the £29.95 to have the buggy released back to us. After we called back and were, frankly, insulted by a woman who could only say 'there's no fault' and 'we've all tested it', we are now waiting for a call back from the supervisor.

Depending on the outcome of that call, I may well have to write a letter to someone further up the pecking order. I hope that I do not have to write another 'Ryan Air sucks' type post but I can feel one coming on.

Web-only companies have only two things to offer. One is price and the other is customer service. Customer service should be a cost centre, not a profit centre. By providing excellent after sales customer service any cost associated with it, ought to be negated via word of mouth recommendation and repeat purchase. It really isn't rocket science.

Watch this space.

Photo update

Here's a few recent photos

Another week

Just like any other I suppose, although Jake is coming along at an alarming rate. He only goes to nursery once a week but it seems to make a real difference to his development. In particular his walking and general standing. He seems much more steady when standing still and more confident going forward. Before he would start his toddle and couldn't believe his luck so whilst his brain was saying 'run' his legs were saying 'hang on...' and he would lurch forward, hopefully within adult reach. Now he is able to keep his excitement under control and walk and walk until he reaches his destination. We're not confident enough to just leaving him wandering around but it won't be long.

He also recognises the achievement we think. It would be hard not to, to be fair, given our reaction every time he completes 6 feet or so. Perhaps we should save some of the enthusiasm for other major events so he won't expect too much. He does seem genuinely happy to be walking around though and is very mobile generally now. Whether it's the proper crawling, toddling, cruising or pushing the brick trolley, he's on the move. Sitting is so last season.

A downside of this is bath time. Undoubtedly my favourite time with Jake to date has been every other or third night when it's 'bath time with Daddy'. The routine would be run bath, check temperature, add toys. Prepare Jake, let him see the water, control his excitement and then plonk him in. He'd sit up playing whilst I would shampoo his hair and apply wash to all parts above water. After more play I would lie him back, whereupon he would kick and kick until all newly exposed parts were clean and all exposed parts of bathroom and Daddy were soaking wet. He loved it, I loved it. Now however is a different story. The first part remains the same. It's when I need to clean the parts other beers can't reach that things go pear shaped. I try to lie him on his back and he does two things. The first is to lock his arms rigid against the sides of the bath and the second is to look as if the end of the world is approaching. It's a look of sheer terror, the kind you see in cartoons when the character strapped to the conveyor belt is approaching the chopping / sawing / drilling device. Given his distress I desist and stand him up to continue his ablutions. When finished he'll sit back down and instantly lurch forward onto his front. So he's lying down in the bath on his elbows and appears to be trying to swim. Manically. At first I thought he was doing it because he liked it but on inspection his expression is similar to the one previously described. So I put him back on his bottom. He then relurches, same expression. It gets to the point where I have to hold his arm to stop him drowning himself. The process is repeated until I can get the towel and haul him out. It's really annoying; what was a pleasure has become a chore in a matter of days. Evening bath routine is quite important and I guess will become more so when he has them more regularly, although by then he ought to be more able to get himself from front to back to sitting again. or perhaps he'll realise how ridiculous all the lurching is.

Anyway far too much description there, this was only meant to be a quick post. More soon...