BottlesApp / Pick n Pay treat New Customers with disdain, and utter contempt #EpicFail

Dear Pick n Pay RE: BottlesApp Tuesday 22 December 2020

You asked me for Customer Satisfaction Feedback

I have worked in and with Call Centre Support Management before. I have personally trained teams in Customer Support excellence knowing they often work so damn hard, so tirelessly, and are often the first point of contact when customers are unhappy. If they're lucky they also get positive feedback from callers — when they get "Thangs" right.

At the same time I was trying to contact your team, I was on a call to the TAKEALOT Support Team who are Amazing and utterly Professional — Another Support team I have regular client-contact with are the XNEELO (formerly HETZNER guys). Both teams are outstanding in terms of Customer Service and providing reality-based Customer Satisfaction

By comparison your Customer-Facing Support ethic is abominable. Given a choice or asked for feedback I promise to NEVER speak well of you.

Earlier today you congratulated and welcomed me as a new customer by email. You offered a ZAR 100,00 discount, which I app**** and mid-transaction (after telling me on the app I had received it) you cancel it because of a supposed 100-person threshhold.

You only offer 100 discount codes to ALL the people who use your app. Are you serious? Just 100 discount codes? For the whole of South Africa online? And you cannot make an exception to listen to and retain one new customer. That unhappy customer now leaves utterly disgusted at how little you actually care about your end-users ShameOnYou

You must think you are TooBigToFail and that CustomersDoNotMatter

Your Support Team Management has a great deal to learn about simple human truths. Treat people with dignity, respect and compassion and they will repay you many times over through WordOfMouth referrals.

But IF you treat your customers with the disdain, and utter contempt you have, THEN I honestly hope Karma finds you and greets you by name.

Yours in WordsAboutThangs