Last week I called Scootertronics to try and arrange the most recent pickup to my broken scooter. Tommy wasn't in, according to the woman who answered the phone. I asked her to have him call me- but before she hung up, I told her that it was important, and that Tommy has NEVER called me back when I have left messages, or even when he has promised that he would call.
Now I think that he may have actually called me back once, but that was back in August of 07 when he was still trying to sell me the scooter. But the exaggeration of "NEVER" wasn't really that far off.
Anyway, the woman on the phone sounded slightly embarrassed for Tommy, and told me that she would definitely deliver the message and have him call me. And if you know the theme of this blog, you won't be surprised to know that he of course, never called.
Side note: I recently read that Zappos pays new employees to quit. Basically, Zappos figured out that it is better to pay a small up front amount to weed out prospective emplyees that are not a fit for company's culture than to poison the operations of the entire organization.
Employees need to care enough about what they are doing in order to make your business a success. Their actions directly reflect upon the company- so choose wisely. Their broken promises are the company's broken promises. And if that means not having your wife answer the phones, so be it.
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Business 101- or, how NOT to do business the Scootertronics way.
Screwertronics/ Skewertronics/ Stuportronics
Scootertronics is a negligent retailer based in Maryland. They have provided a horrendous experience for me over the past 9 months. However, rather than simply complain about their horrible business interactions, I thought it would be good to take the opportunity and share some classic business lessons.
There are lessons for both consumers and businesses here, and maybe Scootertronics will even learn that there are consequences for mistreating people.
There are lessons for both consumers and businesses here, and maybe Scootertronics will even learn that there are consequences for mistreating people.
1 comment:
An update on my situation: It has been one week since Michael conceded to me (though in unprofessional terms) that a refund was due and that my order would be canceled for the out-of-stock scooter.
I'm sure you know what's coming at this point. My card is still fully charged the $1300, which directly affects my available credit (and ability to order a scooter elsewhere), as well as my credit score.
This is not simply a misunderstanding at this point; it is thievery, plain and simple! And, of course, it's no surprise that Michael has ceased all contact when I inquire as to why my refund has yet to be issued.
I will get my money back, I assure you. But the hassle of having to send all of these documents and file a formal dispute via the credit card company in order to do so is not an appealing prospect, though I am left with no alternative at this point.
Why would any sane, informed individual order from these thieves and liars? I do not have an answer for that, but if any potential customers are fortunate enough to come across this blog, please -- for your own sake! -- do not do business with Scootertronics.
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