Why don’t things work? I realize there are complications in big systems and companies that I can’t even begin to understand, but I also don’t comprehend why basic systems just don’t work. Today’s case in point: we bought a new oven range.
Sidebar: is it oven? Stove? Range? AI robot says: “An oven is the enclosed box for baking/roasting, a stove (or cooktop) is the flat top with burners, and a range is the single appliance combining both”
OK. Here we go. We order the range from LG directly which I somehow thought would be better than Lowes/Home Depot/Best Buy/random appliance store. Order is placed. They tell me that once the order is placed, I’ll be contacted to set up the delivery date.
Set Your Delivery Date We get email from LG: “Schedule your LG delivery”. You go to an order page. There is no option for delivery schedule. In fact, it says on the page that “Due to current circumstances, delivery times may be longer than normal. Please track your order for expected delivery date.”
Great. So, the order is apparently NOT ready for delivery YET the email saying that delivery would happen on a specific date is generated and sent to the customer. Awesome customer experience!
44 Minutes First, the iPhone has that new ‘hold’ feature that will alert you when the customer service person comes on to the call. Holy moly. It’s a great feature.
It’s a great feature because I spent 44 minutes – primarily on hold – where their very aggressive hold music and rotating message about how important my call is and how they know my time is valuable is on a (I should have timed this exactly) 20 second loop. Pretty inhumane.
After 44 minutes I learn that the range is delayed and a third party delivery company will reach out to me.
Why can’t things work? I know systems are big and complicated. I know that logistics is an art within itself. I know it’s December. But, I also know that communication with a customer needs to be thoughtful and correct. Why does it feel like email with the customer is not a priority and treated as a half-ass ‘nice to have’?
More Chat Please Also, can we just convert it all to CHAT over having to call? So annoying.
