Bad websites

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Here I list those websites which should work in a certain way, but don't, and when the companies are contacted about it, they make excuses instead of acting to correct the flaw.
 
Here I list those websites which should work in a certain way, but don't, and when the companies are contacted about it, they make excuses instead of acting to correct the flaw.
  
'''Philips Norelco — Register Your Product!  Oops just kidding''' - I recently purchased a razor model 7310XL.  In the product is a registration card which states that I can go to their website at www.philips.com/norelco to register my product.  So after mousing through a few screens I discover that my product doesn't appear.  I contact their embedded "live support" who gives me the excuse that the product is very new.... excuse me?  So new that your webmaster can't take five minutes out of his busy day to add it to the website?  So I bitched at the live support guy and he stated that he would forward my concern to the Customer Service Manager and I should hear something within 24 hours.  The time of that exchange was 4PM Pacific Time on 7 Sep 2008.  It is now seven days later and I've heard nothing from them. Philips Norelco Customer Service is non-existent.
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'''Philips Norelco — Register Your Product!  Oops just kidding''' - I recently purchased a razor, a Philips Norelco model 7310XL.  In the product is a registration card which states that I can go to their website at www.philips.com/norelco to register my product.  So after mousing through a few screens I discover that my product doesn't appear.  I contact their embedded "live support" who gives me the excuse that the product is very new — excuse me?  So new that your webmaster can't take five minutes out of his busy day to add it to the website?  So I bitched at the live support guy Charlie and he stated that he would forward my concern to the Customer Service Manager and I should hear something within 24 hours.  The time of that exchange was 4PM Pacific Time on 7 Sep 2008.  It is now seven days later and I've heard nothing from them.
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The main site for Philips Norelco Consumer Products by the way is [http://www.consumer.philips.com/consumer/en/us/norelco/ce/p/consumer/consumer_landing_page http://www.consumer.philips.com/consumer/en/us/norelco/ce/p/consumer/consumer_landing_page] where you can see on the left both the "Register Your Product" and the "Live Chat Support" links.  For some reason the Register Your Product link goes to a domain called http://www.harte-hanks.com what is that? While the Live Chat Support link goes to http://www.brigade.com ?
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So I again logged into the Live Support, and included the escalation number that Charlie had previously given me.  I told him that no one had contacted me, and he requested my address.  I asked him why they needed my address to resolve my issue and he said so the Customer Care Manager can contact me.  That makes no sense.  They are going to contact me by email, there's no reason they would need my address.
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At any rate, after I bitched at him some more, he said that he would again forward my issue to the Customer Care Manager.  I informed him that I was working on an article about my experience on their site, so he could forward that as well.  Customer Care Manager's really shouldn't need to be '''prodded''' to do their job.  Charlie would not tell me the person's name, nor any way to contact them directly.  So that was that.  Charlie did not know why they hadn't contacted me.  So that was that.  More excuses.  Still no action.
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Not being one to be stopped by that.  I went back to their main website and found the media contacts for Philips Norelco [http://www.usa.philips.com/about/news/mediacontact/index.page here] — Terry Fassburg and David Wolf.  So I wrote them an email in which I stated that part of my article will state.
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<blockquote>"Live Support seems to have very little ability to institute corrections within the system or even to make meaningful contact with the company, but are mainly present to explain to the customers why they can't get what they want, or mollify them with promises that someone will contact them, when nobody ever does.  My distinct impression is that Live Support is a third-party not actually affiliated with Philips Norelco but contracted by them, and then willingly ignored."</blockquote>

Revision as of 15:43, 14 September 2008

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