A man buys a phone from an online shop. The phone is dispatched and arrives promptly. The power supply is low energy, the packaging is recyclable, and it’s easy to set up. The man feels good about his purchase.
One day after setting the phone up, the man notices that one of the handsets isn’t working. He calls the helpline who very helpfully, help him to work out that the handset is fine; it’s the batteries that aren’t working (blush). The helpline doesn’t keep batteries but they know someone who does, and they give the man a phone number.
Our man phones the number – no sorry we can’t help but we know someone who can. Repeat x 3. The man gets nowhere so abandons this line of enquiry before unnecessary rage sets in.
Next the man tries email. He writes to the shop. They reply saying that if he believes the item to be faulty he must return it, in its entirety and the shop will test it and if it is faulty (because there is a chance the man is just making all this up for a laugh) they will send a replacement. The man points out (again) that the phone is not faulty it just needs a set of batteries that work. Seven email exchanges follow as various excuses why said batteries can’t be swapped are trotted out. Online vouchers are offered as part of this exchange – trouble is the shop where the vouchers are valid doesn’t sell the batteries! The man goes onto Twitter and tweets about this lousy experience.
Then the shop email with another phone number. You can call this number and get the batteries replaced. Hoorah! The man calls the number and yes, the person on this line can replace the batteries….for only £10.99. The man puts the phone down and writes another email to the shop. Far as I know – he’s still waiting.
I’m guessing there will eventually be a conclusion to this tale of how to turn a feel good into a feel bad. I can’t be certain though.