A customer service fiasco
If you haven’t already heard about the “Ocean Marketing” customer service failure, you should head over to Penny Arcade’s blog post to see the blow-by-blow email account of an arrogant company doing all of the wrong things when it comes to dealing with their customers. Here’s a representative snippet (bold emphasis ours):
You just got told bitch … welcome to the real internet check kotaku in 2 weeks when they are reviewing free PS3 Avengers we send them as well as G4 and all the other majors hell yeah , don’t forget to check Amazon, gamestop.com, play n trade , Myers , Frys and a ton of other local stores coming your way you think you speak for billions son your just a kid you speak for yourself no one cares what you think that’s why were growing and moving 20-50 thousand controllers a month. We do value our customers but sometimes we get children like you we just have to put you in the corner with your im stupid hat on. See you at CES , E3 , Pax East ….? Oh wait you have to ask mom and pa dukes your not an industry professional and you have no money on snap you just got told.
It doesn’t take a genius to figure out that most every aspect of the customer communication in this instance was wrong, but what we were most amazed by was the sheer devotion to being a jerk. There were several opportunities to calm the situation down, to apologize and to attempt to make things right, but they were completely ignored in favor of an arrogant, dismissive, personally insulting and offensive approach.
When companies have such little respect for their customers, the ramifications can be major. (UPDATE: Ocean Marketing has been fired by the firm responsible for the Avenger Controllers) Not only has the Penny Arcade post “gone viral” in the past 24 hours, but we’ve even got a video to commemorate the mess. Looks like it pretty much wrote itself…
But there’s more to this…
It turns out that the antagonist here, Paul, has behaved in this manner before. Take a little walk over to Nate’s blog, where he documented an exchange about 6 months ago where he was berated and spoken to dismissively. We can’t say we’re surprised that Paul’s been this bad with customers for a while, but we are shocked that his “wake up call” wasn’t really a wake up call. If you take the time to read the previous thread you’ll see that Paul got eviscerated publicly before, but didn’t learn his lesson. Wow.