Packard Bell Have No Sense Of Customer Care And English

I must share with all of you with this story with Packard Bell… I wanted to buy a cheap laptop for my wife so she can help me out with blogging and web design. Now, I found a Packard Bell on Pixmania. I simply wanted to know if the 1GB RAM in the machine is 1×1GB or 2X512MB RAM because I met such laptop where they divided the 1GB, just as my Toshiba Satellite A200 1M4. Pixmania has no contact information in the Czech site. I try to phone Pixmania UK, America, getting from them know that they can’t know this information so I have to contact the producer that is Packard Bell. Packard Bell, officially has no branch in the Czech Republic, and the specific model is available in the UK and Germany. So I phone UK, where the telephone number for international tecnical support does not work. So I phone the UK technical support team who tells me that I phone a wrong country and they need a serial number to help me out with my question. Here I got a bit angry and I said I want to buy the product so I have no serial number yet. So they advice me to contact the retailer, which is again Pixmania. I tried to call other UK retailers for the same product and they told me that I have to contact Packard Bell for this specific question. So I started emailing Packard Bell… FULL ARTICLE +

Give Your Users The Chance To Be Unsatisfied

It was an IM-History program I tested and it didn’t work. It crashed, froze, had bugs, application error, abnormal program termination etc.). Upon uninstallation certain softwares asks you the reason of dropping them. I usually don’t fill out this form because I was bugged and at the end they bug me again wit their question. I also don’t like if after uninstalling a software it opens the web browser and there gives me a “buy the full version” or survey page. It’s bothering really.

This software was different, I don’t really remember what the last screen of the uninstallation process showed but it was another feeling. It said something like “We understand if you are unsatisfied, if you want to help us describe below the reason” instead of “Reason of uninstallation:” or “Please tell us the reason why did you uninstalaled the software:”. The words you communicate with unsatisfied users tells a lot about your willingness of change. It also shows how much you really care about your real users whether they buy, download, install your product or not. And that’s a great thing.

I told them: No history was shown, if you can fix it I would register again. I’m just bugged to ask always some support team that answers after 2 weeks.

The same thing apllies to blogs, eshops etc. When your reader unsubscribes do you tell them how great it was that they once subscribed? Do you let your shoppers have a good user experience by letting them decide and go without popping up “you have some items in your basket”?