Here we go...JeepGuy- my comments very specifically did not mention a vendor and was just expressing my frustration I would have if it took 3 emails over the course of 3-5 days to solve a problem that would take 4 MINUTES via a phone call. THAT is customer service.
I can understand if they have guys trying to rip them off over "he said, she said" for sure and here's how the vendor in question could/should handle that (if this is the case).
My daughter works for a large world-wide firm that has some kind of digital transcription/recording device that can keep track of every phone call with dictation to authenticate comments, concerns or questions on the phone. Recalling the exact phone call isn't hard and it works great because then the recording is transcribed and recorded and no "he said, she said" and then a human can talk with the customer for situations like this. Just a thought... this makes the customer happy and can solve their issue within minutes not days or possibly a week or more AND the vendor is covered because they can quickly recall the conversation EXACTLY as it happened and if the customer is trying to rip them off they can be called on it.
The attitude and mitigations that you describe are a symptom of the "zero-sum" customer service model which creates a rigid win-lose dynamic.
ANY time a company feels compelled to record, transcribe, validate, prove, or determine the "EXACT anything" is an example of the customer and the company as opposing forces. That framework means that anything that benefits the customer comes at the expense of the company and this adversarial relationship opens the door for entrenchment, argument, reinforcement, and battle. No Customer has EVER been happy that their words are used against them for problem resolution.
Amazon has made a fortune with their problem resolution model. If the customer needs help, they get help. The WORST case is that their money is cheerfully refunded. If reverse logistics are costly, they simply refund your money and tell you to keep the item. There are a number of vendors that won't sell on Amazon, because of the returns policy. This says a lot more about the vendors than about Amazon. Amazon NEVER assumes that the customer is trying to rip them off. In fact, the very idea that a customer can "rip-off" a seller is counter productive and harmful. If you determine that you don't want a specific account or customer, then don't sell to that account or customer. Don't prepare to go to war with me...just because you have gone to battle with others. If I even think that you are preparing to wage battle, you have already lost.
At least one of the vendors on this site has a generous, absolute, and customer focused resolution process:
1. Sell good stuff. (profit)
2. Use your stuff. (learn)
3. Create and publish videos and FAQ's for your stuff. (help)
4. If you have a problem with the stuff, answer the phone. (accommodate)
5. Provide an easy path to escalate and share expertise about the stuff. (share)
6. Accept the stuff back, no questions asked. Charge a nominal % without drama if you must. (save)
7. Collect the stuff in a warehouse and host a giant swap meet once a year to recoup any costs. (communicate)
8. Use the information and feedback about the stuff (feedback)
9. Improve the stuff. (improve)
10. Go To #1.
Notice that every step in the process is a benefit to someone. Nowhere do we: fight, argue, hate, scream, punish, avoid, delay, belittle, ridicule, cancel or de-value.
This is winning. (if you recognize the vendor, then you know.)
