Tristan Louis is done with Palm. While his tale of tech support woe (ask for support, fail to get it, vow not to continue supporting the company), it does contain an interesting veer from the typical to the surreal: a tech support supervisor who claimed to be the company CEO.
The basic problem, as often happens with lame CRM systems, was that the company forgot that Tristan was ever a customer — even though he had been one for many years. I had the same problem with Dish Network last year.
So one advantage to VRM, as we build it out, is that customers can become trusted respositories of relevant relationship data. That way when the company forgets that somebody is a customer, the customer can remind them and business can proceed.
Meanwhile, Tristan is looking for a replacement phone and provider:
|I’m now shopping for another device and would welcome any recommendation. I also wouldn’t mind getting some information about how other people feel about tech support not only at Palm but also at other unlocked devices sellers. Is unlocked a category of the market that most vendors dismiss, reserving their best services for 3rd party mobile providers and is it something that might change in the future? I don’t know but what I do know is that I am now part of the group of people who must say: “Don’t ever buy a Palm device.”|
Tristan’s basic request (for an unlocked device, presumably with some specific featurs) here is a personal RFP. Simple market logic is required: a request for a variety of specifics, broadcast selectively to providers of those specifics — without necessarily giving up any more information than the deal requires.
When helpful customers show up, suppliers are much more likely to help them.