I can understand that customer service staff and salespeople may be annoyed by the large number of inquiries about the new iPhone, especially as the sales margin for Apple products is relatively low for resellers, but it should also be borne in mind that it is only with iPhones that customers rush into the stores of their own accord to spend a lot of money. This is certainly good for sales and iPhone customers deserve a little more appreciation instead of answers that are politely packaged and say something like: Don't bother us any further, we can't help you, just wait.The reason for this comment is mainly this mail exchange:Good day
The information on delivery dates for the new Apple© iPhone 7© and iPhone 7S© are pureassumptions and without guarantee. We never receive exact information on actual delivery times or quantities.
Therefore, your patience is required. We ask you not to ask several times for a delivery date, as we cannot give you exact information today or in the future.
We will inform you automatically when a delivery is possible. Until then, we will unfortunately not be able to correspond with you regarding delivery dates.
Kind regards
Xxxx Xxxx
Migros Service / MEL2
To:Migros.Service-MGB
Subject:Re: Your order from melectronics
Good day
May I ask how realistic this delivery date is?
[I am attaching my order confirmation]
All replies (3)
I have to revise my opinion, at least in part, and in fairness I am happy to pass on the convincing answer from the customer support manager:
Thank you for your response. We are neither annoyed nor do we lack appreciation for our customers.
Our contact center responds to 14,000 customer inquiries per month and we need to use our resources for those inquiries where we can effectively help and serve. In our standard letter below, we are simply being honest and asking for the customer's cooperation. Honest because we simply cannot answer these requests.
The other customers are grateful to us if they don't have to expect longer response times because of Apple's sales policy, just because we answer hundreds of Apple customer inquiries individually and repeatedly with the same phrases.
This game is repeated every year. And we have learned that we have to communicate openly and honestly and, above all, directly from the outset. And still be friendly and professional.
We apologize for the unpleasant feelings we have aroused. Every customer is valued and welcome.
Kind regards
Xxxx Xxxx
Head of Customer Support Migros Service
Dear community, dear Migros
In the meantime, I have been in further correspondence with the customer service manager. The standard reply is now much more friendly and still open and honest.
I am impressed by the quick and very customer-friendly response! Migros has once again proven that it takes customer concerns seriously and, whenever possible, fulfills them as well as possible.
Many thanks again!
Guest
Thanks for the quick update@eventus.
Understandably not easy for both sides - customers and Migros.
Kind regards
Tanja