(Topic ID: 202427)

OK, an Alien refund request for clarity thread $41,407.39 current


By MK6PIN

2 years ago



Topic Stats

  • 185 posts
  • 53 Pinsiders participating
  • Latest reply 1 year ago by billycrna
  • Topic is favorited by 15 Pinsiders

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  • Alien Heighway Pinball, 2017

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#165 1 year ago
Quoted from Sandy1:

Every email I sent was ignored, i couldn’t get through on the phone so I started sending them messages on their Facebook page.

This is so infuriating to read.

Fine, they are between a rock and a hard place with trying to get machines out, no money left for further refunds, and just trying to turn things around and maybe don't have good news to respond to people. But I'm willing to bet there's never been a business textbook that ever said "ignore all incoming communications" as a strategy for turnaround.

#166 1 year ago

In the interest of being helpful, I found an article about managing customers during a crisis:

https://www.helpscout.net/helpu/crisis-management-examples/

"Going dark" is one of their examples of doing it wrong.

Also, "all hands on deck" for customer response is an example of what TO do.

It's easy to blame Andrew for the mess, but he left the building a while back and these bad policies have been in play ever since.

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