Friday, July 11, 2008
Here it is, July 11, 2008, and still no pool from Arthurs Pools (arthurspools.com).
We ordered a pool on April 1, 2008, and the full amount was charged to our credit card that day. So that's over three months they have had our money, and we have had no pool.
It has been a nightmare dealing with Arthurs Pools, trying to get delivery of the pool that was ordered.
We have been passed around from person to person, no one, in my opinion, seemingly taking an honest interest or responsibility in following through on the completion of the purchase and delivery.
So far, we've talked to, either by phone or email, with:
[] Lynne
[] Mike
[] Pamela
[] Mike (another Mike, so he says)
[] Glenda
[] Craig
[] Genny
[] AJ
[] Kim
[] a few receptionists
[] a couple of yahoos who did not sign their names on the emails
All to no avail in getting satisfaction on receipt of the pool.
This is all my opinion formed from personal experience. Thank goodness the whole situation was documented at every point; however, just today AJ called and said the pool was being sent out today. Subsequently, I received an anonymous email from "shipping" that seemed to imply negation of AJ's promise.
I have called AJ at least three times this afternoon to try to touch base with her so that we do not have to go into the weekend not knowing again whether or not the pool has been shipped. Supposedly she was out to lunch, but was expected back. It's almost the end of the day, and no return phone call from her.
On the third phone call, still trying to get in touch with AJ, I talked to Kim who said the transport company had not yet picked up the pool, and that she would definitely have AJ call me before the end of the day, "all right, sweetie?"
On the fourth phone call, AJ had not returned from lunch, but I was given her personal email address to contact her and was assured she'd write back.
Jeez....
I never know what to believe or who to believe. One person says the pool is here ready to be delivered; another one says, no, it hasn't arrived yet.
All of this has caused such stress, not to mention additional expense to us. Not knowing whether the pool is in transit or not, we have no way to plan our days for next week.
What a way to do business!
[ADDENDUM: OK, it's 5:00 p.m. No call or email from AJ or anyone else at Arthurs Pools to assure me that the pool is in transit... or not. In fairness to AJ, she seemed to be trying to get the situation in order; maybe her hands were tied; perhaps she quit because of the situation.]
_______________________________________________
July 17, still no pool from Arthurs Pools.
_______________________________________________
July 18, still no pool and it doesn't look like there will be one for a while, from their correspondence. They apparently are in no hurry to satisfy or complete the purchase order, which has been paid in full since April 1, 2008, almost four months.
_______________________________________________
Friday, July 18, 2008
If The Pool Was Here, I'd Be Out Swimming!
If the pool was here from Arthurs Pools, I'd be in it doing my therapy exercises. But it's not. It's going on four months from the date that the pool was ordered and paid in full.
Perhaps everything happens for a reason. This gives me a chance to do some research. Before I go into the results of that research, let's talk about customer service satisfaction and it's importance. Perhaps this will be helpful so that there will be a more positive future.
How important is customer satisfaction?
Customers are a business' most important asset!
From one of the richest men in the world:
"It is clear that leading, profitable businesses worldwide share one thing in common - they focus on, listen to, understand, and respond to the needs of their customer." ~~Bill Gates, Chairman and CEO of Microsoft Corporation.
Businesses can live or die, grow or shrivel, by their customer satisfaction level.
"...many managers still think of satisfying their customers as a nice thing to do rather than a critical component of success."
Here are a couple of links that give information about customer satisfaction levels and the effect on a business:
Customer Satisfaction Levels
Seven steps to customer satisfaction:
Seven Steps of Customer Satisfaction
Which include:
1. Encourage Face-to-Face Dealings
2. Respond to Messages Promptly & Keep Your Clients Informed
3. Be Friendly and Approachable
4. Have a Clearly-Defined Customer Service Policy
5. Attention to Detail (also known as 'The Little Niceties')
6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out
7. Honor Your Promises
Businesses may fail to obtain customer satisfaction and increased business if the owners or employees take things personally, and want to be "right" over and above creating a satisfied customer.
Ten Domains of Satisfaction
There are ten domains (quality values) used to determine customer satisfaction:
[] Quality
[] Value
[] Timeliness
[] Environment
[] Ease of Access
[] Efficiency
[] Self-Management
[] Teamwork
[] Commitment
[] Innovation
For more about these areas, use this link:
What Customers Want / Satisfaction Predictors
Is your business kidding itself by thinking that it has good customer service? There is a phenomenon called "customer service illusion"
Let's take a look at the "customer satisfaction illusion".
What does it mean to a business? Is the business honest in evaluating it's own customer service? Or do they concern themselves with being right at the expense of customer satisfaction? If so, are they looking at the big picture? or concerned with "winning" small problem areas?
Customer Emotions
Customer emotions play a big part in customer satisfaction or dissatisfaction.
To create satisfied customers, companies should establish an emotional connection with the customers. This happens as a result of how companies and their employees behave toward customers, how they treat people, and ultimately how customers are made to feel. It will help a business to gain customer satisfaction by working to improve their responsibility in the ten domains of customer satisfaction.
"It costs at least 7 times more to source a new customer than it does to retain an existing one. A 'satisfied' customer tells 5-7 people in a year while a 'dissatisfied' customer will tell 14-20 people."
A customer who has experienced problems in more than half of the ten domains is going to be much more than "dissatisfied".
As a consumer, if emotions are subtracted on our end, for the moment, from the situation with Arthurs Pools, we can objectively look at the Ten Domains and rate their performance in each area. This is my opinion, based on my personal experience:
[] Quality: product was 1) the wrong size, and 2) defective. Score: negative.
[] Value: price charged was higher than advertised. Score: negative.
[] Timeliness: obviously late; very late. Score: negative.
[] Environment: (means: customer feels psychologically valued as customer) No responses at times to email messages (i.e. "FIFTH REQUEST" or phone calls. Score: negative.
[] Ease of Access: (means: adequate interface resources are provided for customer’s convenience) No consistency in follow-through. Score: negative.
[] Efficiency: (means: minimum number of steps possible for fulfillment of customer needs) Too many people involved; not one person ultimately being responsible for the satisfactory completion of the sale. Score: negative.
[] Self-Management: (means: front line personnel are courteous and attentive with subservient / serviceful attitude) One concerned employee, not allowed to bring the order to a satisfactory conclusion; other employees inconsiderate of customer needs and emotions. Score: negative.
[] Teamwork: (means: employees work well together to meet the needs of the customer) No cohesiveness, employees not working together; different stories from different employees. Score: negative.
At this point, Arthurs Pools should objectively rate their own performance in these areas.
Our score for Arthur's Pools, in this situation, is an F. In my opinion, they have failed in all areas of customer satisfaction, in this situation.
Interestingly enough, in the little bit of research done so far, it has been found that we are not the only ones who have that opinion and not the only ones to have given Arthur's Pools a score of "F".
Let's take a look at what one of the other people has pointed out:
_______________________________________________
Better Business Bureau Rating
An "F" rating by the Better Business Bureau is described as:
"We strongly question the company’s reliability for reasons such as that they have failed to respond to complaints, their advertising is grossly misleading, they are not in compliance with the law’s licensing or registration requirements, their complaints contain especially serious allegations, or the company’s industry is known for its fraudulent business practices."
_______________________________________________
Monday, July 21, 2008
UPS picked up the defective pool this morning. Arthur's Pools appears to be in no rush to send the new pool.
_______________________________________________
Wednesday, July 23, 2008
Nothing Yet
No word on the pool yet.
The UPS tracking shows that the defective pool should be delivered / returned to / arrive at their place (arthurspools) tomorrow (July 24, 2008).
We will have to see how soon they will contact us with the information as to when the new pool leaves their place and is to arrive at our place.
I trust that there will be no problem in their receipt of the defective pool, or sending the new pool. The condition of the pool, and it's re-packing, was thoroughly documented.
_______________________________________________
On July 18, we received the following email unsigned with no name in the "From" field; the return address being craig@arthurspools.com:
"We will ship the pool when we have confirmation that the old pool is on the way. It will be shipped ups ground and take 3-4 days"
And on July 21:
"UPS has as yet, not listed the items as shipped, we will keep a close on on it, and the blog."
They are aware of the blog and I let them know when it is updated. They have been advised to let me know if anything on this site is untrue or misrepresented. They have not submitted anything to be changed.
Someone from the same email address above asked that it be taken down, and also they have had an attorney send a Cease and Desist letter.
_______________________________________________
July 24, 2008
The two boxes have been listed on the UPS site for the last few days, and one box is also noted as delivered, and the other "attempted delivery".
Nothing yet from Arthur's Pools as to shipping the new pool, per their last promise.
July 24, 2008
In response to asking Arthur's Pools when the pool will be delivered:
"I have been informed by our legal department that the transaction has been put on hold."
They have our money (for four months); they have the defective pool returned, and they have the new pool, and will not deliver it.
And they have the need for a "legal department"?
I had previously asked them if they wanted out of this deal, but they never responded. They had the opportunity to fulfill the order or bow out.
As of July 25, the credit card company has put this matter into dispute, and they have 15 days to either deliver the pool or issue a credit to our account.
July 30
No word from them, and it's July 30th, 2008. As of tomorrow, it starts the fifth month of Arthur's Pools having our money for the pool, and us not having a pool.
I assume they will probably take the full 15 days to put an end to this.
August 6
No word from Arthur's Pools. They have our money, they have the pool. No communication from them at all. No attempt to settle the matter. No attempt to deliver the pool.
We are in the fifth month of them having our full payment for the pool from the day it was ordered, and still not in receipt of an above-ground therapy swimming pool.
________________________
Review / Ratings:
http://www.resellerratings.com/store/Arthur_s_Pools
