.Dust

I have been a cus­tomer of Energy Speaker Sys­tems for the last ten years and I have always been very happy about their prod­ucts. I find that they really offer supe­rior qual­ity for the price tag.

Three months ago the wall mount of my Energy Encore Sys C-​1 broke let­ting the speaker fall on the sofa. The same thing hap­pened to the other wall mount two week later let­ting the speaker fall on my wood floor. Too bad.

The inter­est­ing thing is that these wall mounts broke with­out any sig­nif­i­cant exter­nal event. They are out of reach and nobody could hit or move them. I gave a look at the bro­ken pieces of the wall mount and it really seems that they broke by stress of material.

I decided to visit the Energy web site in order to find replace­ments for wall mounts. I did not want to get free replace­ment, I just wanted to find replace­ment for them and I was will­ing to pay for them.

I finally found the con­tact page and was quite dis­ap­pointed to find that it was only a web form. Usu­ally this means that nobody will take own­er­ship of your prob­lem and will never respond. Actu­ally this is what hap­pened. Nobody ever answered my sup­port request.

Two weeks I tried another time. We all know that sys­tems may fail. Let’s give them another chance. Again, no answer.

I decided to reroute my sup­port request to the US branch instead of the Euro­pean one and last week I tried to con­tact them again. Same result. No answer.

This some­how remem­bers me the long bloody story I had with Pix­ma­nia. Same issue, same prob­lems. I could only find a web form to con­tact their cus­tomer care. No answer from them after ten ten­ta­tives. I went through their domain reg­is­tra­tion details, found the main com­pany of the groups, had a look at their investor rela­tion site and found the name of the CEO to whom I wrote receiv­ing an anwer the day after. (By the way I still feel very sad for that poor lady of the cus­tomer care that has to work for such an arro­gant boss as the direc­tor of cus­tomer care proved to be. You have my support.)

I am won­der­ing if I have to go through the same process again with Energy.

Is this the way com­pa­nies have to deal with their cus­tomers? I do not think so. I would like to find a real e-​mail address to which I can write. I would like to find a human being on the other side and not an auto­matic responder.

I per­fectly know this cost you time and money but at least you will not ever had a cus­tomer non rec­om­mend­ing your com­pany for future pur­chase. This is what I will do with Energy Speaker Systems.

Related posts:

1. Let The Cus­tomer Choose
2. Inno­va­tion (in)sanity in Health Care
3. Mobile Oper­at­ing Sys­tems, some­thing is (slowly) changing
4. Inno­va­tion Santa
5. How hard is to push innovation?