It’s a lot easier for customer service departments to blame someone else instead of actively following up you problem and trying to reduce delays. Unfortunately, almost all businesses treat customer support as an expense with zero profit, so they make the budget for it as thin as they can, because that’s how they learn to do it in business school. In my view, customer support is part of sales activity and the budget should be linked to that of sales/marketing because messing up support is a good way to damage your future sales.
I like Elektron and appreciate that they’re a small company - but if you are overloaded with support requests, the thing to do is hire more people and be transparent about what your backlogs are. So, publishing this information is a negative for business competition, but leaving customers without a clue about when you will answer their support queries is worse, much worse. It’s something Elektron should work a bit harder on. I imagine they will not introduce a new machine in the next 18-24 months so now would be a good time to improve this part of their business.
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