interaction

all the cool kids (brands) have an online presence, be in facebook, myspace or twits. they think, or least outwardly show, this makes them a great company with whom you can interact with.

here's the thing though: most of them don't have shit for customer support. they spend all this cash to look great online where lots of people interface with the brand. fine, and that's great. but similar to my mtg problems, when you actually CALL a fuckin' company to talk to somebody, they better know what the hell they're doing. in my opinion, interaction with a customer service rep can make or break a relationship with that brand.

here's my story: nixon. the verbal spouse and i have headphones from them. we've had problems with them so i fedexed them back to the company for repair/replacement, along with a key chain that needed a new screw. they held on to the merch for over a month w/o telling me anything about what the hell was going on, whether or not they headphones would be replaced, yada yada yada. i call, they apologize and say they will send my package out priority. two weeks go by, nothing. i call again. we're sorry sir, the gentlemen you spoke with didn't mention they were closed the day after i talked to him for a whole week! my shipment sat at their warehouse. awesome, it's on its way though. i get the package and THEY SENT ONE OF THE ITEMS INCORRECTLY. i got regular headphones, not speaker, iphone compatible headphones. what a mess. i call again, they apologize, AGAIN, and they say they'll send the correct ones out immediately. a week later and i still don't have anything.

the brand's great, i love their stuff and frankly, ive never had a problem with them before. this experience has been beyond a problem though. this is atrocious customer service! not informing me what was going on, holding the package for over a month, telling me it was going 'priority' but really not and then sending me the wrong stuff! not exactly the type of endearing help that makes me want to spend anymore money on nixon.