I have a Treo because it’s a power tool for the knowledge worker. It makes me more effective, and I continually find new ways to do so. Naturally, I want a case that offers some protection, easy access, and latches on my belt. I thought I found the ultimate solution with UniQase, a skin case with a beltclip attachment. The first beltclip busted, and they quickly replaced it with a new model. The second one did to, but was still somewhat usable. The user experience with the company, however, was good.
I’d heard that lots of folks liked the Seidio Holster case, but it only worked with a uncovered Treo. When Seidio announced a skin and a holster that would handle it (and, to boot, a new back case with a hole to access the reset button and a matching hole in the skin), I thought I’d found my solution.
And I had, right up to the point where the clip snapped. It’s a weak point in the design, and though I caught it on something it snapped before I had hardly pulled. I’m happy to have them either decline to fix it, or to send a new one.
I called them up, and a nice person told me to send the order number, a description, and ideally a photo of the problem, and I’d hear back in 1-2 business days. This was a Monday, and I did just that on the Tuesday. Having heard nothing back the following Monday, I called again. A person checked, found my email, said he’d forward it directly and they’d be in touch. Again, nothing.
The short answer to the question in the title of this blog is to get listed is to treat a blogger with bad customer service. Seidio’s got a superior product, but inferior customer service. I’m back using the UniQase solution, and will have to recommend it over Seidio to any queries (such as the folks I give mobile learning talks and workshops to, e.g. next week in Boston and the following week in Taiwan).
The received wisdom says that in the commodity market, customer experience is the differentiator. We can teach good customer service, by elearning or however, but you have to not let a customer slip through the cracks. At least respond!
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