viewsonic: a dying brand

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yet another company slowly draws to an end.

i spent hours on what should have been an empowering and customer creating event with viewsonic only to walk away feeling like i had been at war. a needless war considering i had purchased an extended warranty.

i’ll spare you the details but here’s a summary: it took 45 days , 32 email exchanges, 3 faxes, 2 phone calls, $25 in shipping charges and about 5 hours of my time for them to acknowledge i had a valid claim and to ship a replacement.

how do companies design customer care services to be so inefficient? I don’t know but i do intend to find out.

I plan on interviewing serveral companies over the next few months to see if there’s a common set of variables that emerge which lead to poor customer service practices.

stay tuned….

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