Customer service.

How NOT to do customer service.
Andrew had an expensive pair of Modo glasses.

They broke on August 10th. He looked online but couldn’t find the frame. So he wrote to the company.

From: Andrew
Sent: Sun 8/10/2008 1:11 PM
To: sales MODO
Subject: mens model 926 frames titanium

Do you still make these? Mine just broke

Almost a month later, the sales department sent it to customer service.

From: sales MODO
Sent: Wednesday, September 03, 2008 10:25 AM
To: Customer Service MODO
Subject: FW: mens model 926 frames titanium

6 weeks later, customer service wrote to Andrew.

From: Customer Service: MODO
Sent: Wednesday, October 15, 2008 12:29 PM
To: Andrew
Subject: RE: mens model 926 frames titanium

Hi Andrew,
Sorry, we don’t make the 926 anymore.

Have you looked at some of our newer frames?

5 seconds later, Andrew replied (a little snippy but imagine if he hadn’t had glasses all that time!)

From: Andrew
Sent: Wednesday, October 15, 2008 3:56 PM
To: Customer Service MODO
Subject: RE: mens model 926 frames titanium

Wow – it only took you two months

Too late – I already bought new frames

And suddenly, customer service can respond to emails.

On Oct 15, 2008, at 3:58 PM

ok, thank you very much. enjoy your new glasses.

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3 thoughts on “Customer service.

  1. I think I’d have replied to them that I was never going to buy their product ever again! What awful ‘service’!

    Just goes to show that the manufacturers of frames don’t care in the least about their customers, a fact I’ve suspected for a very long time. Why else would they offer us the latest fashions and nothing else!

    I’m so tired of the little ‘letterbox’ type frames. They don’t suit me, I can’t see through them properly with vari-focal lenses in them, and what’s more, I don’t like them. Roll on the next phase!

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