I would much rather deal with Kee, seemed to have a better understanding of how to deal with a frustrated customer. Can’t wait for kee to do to Oliver what Oliver did to Kegland, maybe we will end up with a “keg palace”. Or “keg world” out of it.
Oliver is a fantastic asset to the company and generally speaking his customer service is exceptional. If you have any issues with any of the transactions that we process you can always talk to a range of the staff who would be happy to help.
If you do have any issues with any products that we supply we have quite a well documented procedure and we would be happy for people to comment on this. If we it needs updating we are more than welcome to take on advice as this is a constantly evolving document and all our traning material and manuals are frequently being updated.
Step 1:
The customer is number #1. - Ascertain they purchased the item from us. We will do anything for our customers(within the rules), make them feel like they know that.
Step 2:
Make the customer feel comfortable that a solution will be found. Let the customer know that we will find a solution to your problem. The customer needs to feel like they are our number one priority and they have our full attention and support. Be apologetic without guaranteeing a solution as the issue has not yet been determined.
Step 3:
Diagnose this problem. If it helps to have a video or photos of the issue the customer is facing, then ask for it in a professional manner. That it would help greatly if there is more supporting information in regards to this problem.
Step 4:
Offer multiple solutions below and the options might vary depending on the specific issue at hand:
4.1. Return for closer diagnosis / repair.
(if the unit cannot be repaired with 2 business days of us receiving it, we will either replace the item or refund the item depending on what the customer wants to do.)
If this item is beyond repair, and the value of the item is high, we must get the item returned for closer diagnosis to send to the factory if it is a factory fault.
4.2. Offer a replacement or product alternative.
If the product the customer received is of lower value and would actually cost more to get it returned and another sent back out, we can replace the item for the customer. But we must ensure that the customer does indeed have a faulty item and that it wasn’t caused by user error.
4.3. Partial Refund
If the unit was damaged in transit or has aesthetic defects but does not require a replacement. You may offer a partial refund. This is item dependent and will vary depending on the severity of the damage.
4.4. Full Refund
If the item has been completely destroyed in transit, or simply is defective and will not perform the task that is was bought to do (within the warranty period of that item) Then we can get it returned for a full refund.
As far as we are aware the only issue we have from time to time is that people sometimes want the options in step 4 before step 3. As you can imagine if we have an issue we need to diagnose the issue completely before the steps in option 4 are given but you can always rest assured option 4 will come at the end and a solution is always reached.
So really irrespective of who picks up the phone or answers the email our company policy is the same for all customers. If any of you feel that this procedure above has not been followed please email us at
[email protected]
