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Breaking Up is Hard to Do

I am hesitant to change.

Don’t get me wrong…  It’s not that I’m risk-averse, mind you, it’s just that I tend to subscribe to the philosophy of “If it ain’t broke, don’t fix it.” Heck, even if it is broken, I’m the type who’s likely to find a work-around to avoid having to give up the convenience of a tried and true service provider or – God forbid – switch to a new product.

I’m what you would call a brand’s best friend – loyal to the end. In fact, I have a long history of products that dumped me long before I would ever have conceived of leaving them! Once I find something I like, I stick with it to the bitter end, when it’s ripped from my needy consumer grasp and replaced with the “latest,” “newest,” “hottest” – but never BEST – surrogate of the day.

Remember the Taco Light? I do. It was a tasty little fried flour shell/taco meat/tomato/lettuce/sour cream number our friends at Taco Bell dished up back in the 80s. I ate one-a-day for three years. Gone. Quisp Cereal? Gone. Mike Berardi’s on 17th Avenue? Gone. Gillette ladies refillable shaver? Gone. I’ve been jilted by a long trail of fickle product lines – enough to fill the rest of this blog and then some.

But that’s not the point.

The point is, I’m like the Holy Grail of consumers – too loyal to dump you and too busy to make a stink when you don’t treat me right. Well, not anymore. I’m tired of being treated like my business isn’t valued.

Case in point: I have had a love affair with Sony Vaio computers that extends long before CIG was ever a twinkle in my eye. Happy with the quality and functionality of their computers, I innocently embraced our relationship when CIG was born and trusted that we would grow together – happily buying tens of thousands of dollars worth of their laptops.

Everything was great between us. Then the PCG-3H1L arrived. Sure, I was attracted to its hip, chocolate brown cover and modern, individually separated keyboard keys, but from day one, we had nothing but problems. I approached these with my usual attempts at work-arounds and tech support visits from the Geek Squad – even a trip for the new laptop back to Sony HQ. Nothing worked. I’d heard the same problems from others with this model. It was finally time to call customer service and discuss a re-match. After all, when quality fails (as it inevitably will every once in awhile), that’s where customer service should kick in, right?

Wrong. That’s when the wheels fell off.

Not only were Sony’s customer service policies not conducive in any way to the needs of small businesses (e.g., send us your laptop for God-only-knows-how-long with no loaner, we don’t transfer software or data, etc.), it was clear that no one within their customer service hierarchy (I was transferred to three different locations, including a final, immensely disappointing stop at “national” customer service) was empowered to actually provide CUSTOMER SERVICE. I was quoted “policy,” chapter and verse.

That’s why I’m typing this blog on my new non-Sony computer. So long Sony…  As much as my heart breaks over what might have been between us, you’ve made it crystal clear that you’re better off without me.

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Posted by Karen Morales on 02/03 at 09:01 AM
(10) Comments • Permalink

Hi Karen,

Regarding brand loyalty, I couldn’t help but post a cudo for my recent experience with Disney.  A recent visit to the park in Ca. was a disaster.  (over crowded and sold out! You can imagine the crowds)  I simply submitted an email with my story to the guest relations department and they offered me replacement tickets valued at about $400.  If you have ever visited a Disney park,  then you realize the quality experience, and customer service they are bound and determined to deliver.  There is no danger of this brand disappearing,  like some mentioned in the previous article; But we could all take lessons from their “guest relations” department and training to improve our own business experience.  They listened to my complaint, and made ammends in a way I did not expect, but was pleasantly surprised. 

Thanks for sending me the blog info,  I’m always glad to hear from you!

Linda Halleran
HalleranInsurance.com

Posted by Linda  on  02/04  at  10:39 PM

Indeed! Disney is a class act, through-and-through. Thanks for sharing your story. As I noted in my blog—statistically speaking, quality will inevitably fail at some point. That’s when customer service needs to kick in to support the brand and its product. Cool example—love ya!

Posted by K  on  02/04  at  11:35 PM

Karen,

Although I was disappointed you didn’t say you finally converted to a computer operating system named after a fruit, I got over that quickly. You got me thinking about this product loyalty phenomenon. I’m the opposite from you; I’m promiscuous with products, allured by various aspects that appeal to my latest whim. There are, however, three things I’ve remained loyal to:
- Apple computers
- my husband
- Hershey’s dark chocolate

Things and people have to earn my respect—and work hard at it!! (BTW, you’ve earned it)

May your new computer serve you well smile

Posted by .(JavaScript must be enabled to view this email address)  on  02/04  at  11:37 PM

Thanks Brenda! I truly appreciate your loyalties—especially the Hershey’s ...and don’t worry, I have my fruit! Live well, talk soon.

Posted by K  on  02/04  at  11:42 PM

Oh, so sad. Hate to say it, but customer service is something that too many computer companies can’t comprehend these days. I, too, don’t embrace change easily, but sometimes, gotta do it! Good luck.

Posted by .(JavaScript must be enabled to view this email address)  on  02/05  at  07:17 AM

Soooo what did you end up getting? And please for the love of all that is holy, tell me it at least has one of the incredible Intel processors inside. Preferably a Core i5 or i7 model.

Posted by .(JavaScript must be enabled to view this email address)  on  02/05  at  11:55 AM

Karen, I loved that post…and by the title I was convinced it was heading towards a sad ending!
You’re a great writer; it was a rather captivating piece for simply conveying that you switched laptops!

Posted by .(JavaScript must be enabled to view this email address)  on  02/05  at  04:23 PM

You described me to a T.  I try to give people an opportunity to correct a situation, but once scorned, I never go back!

Posted by .(JavaScript must be enabled to view this email address)  on  02/05  at  09:24 PM

Yes, Connie dear—I am happily pecking away on a computer with a Core i5…  grin

Posted by K  on  02/06  at  10:09 AM

Karen, I probably fall into that same category of customer loyalty as you. I feel like I’m cheating if I try a different brand of a product.
I think there must be something about computer companies that think you can’t live without them. I was a loyal Dell customer. Even when most of my coworkers had Apples, I stuck with my Dell. I started having problems and couldn’t get anyone at customer service to help me. I had a hard time just trying to talk to someone in the U.S. who could understand my problem. After writing what I felt was a constructive feedback email and receiving nothing back, I switched brands. There are still times I miss the comfort of Dell, but at that point it was matter of principle.
Why do companies make it hard to be loyal?!

Posted by .(JavaScript must be enabled to view this email address)  on  02/10  at  05:28 PM

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