The Company’s Problem or the Customer’s Problem?

Who’s Problem is It?

Company’s Problem or the Customer’s Problem. A recent headache we had with an online service prompts this post. Nearly every time an attempt is made to use the company’s service, a glitch arises. When the company is contacted, we are walked through the process of clearing the cache and closing and re-opening the browser as a “solution” to the problem. In each case, a full computer restart is actually necessary before the “solution” is effective and a common browser add-on must be turned off.

Note that we do not always contact them as we am quite familiar with the problem, and the fix. We just keep hoping beyond hope that they will have a software solution – this time.

Does this relate to the automotive business? It does indeed, as will become clear.

We use lots of software, web-based and otherwise, and they all have their quirks. None, however, require a system restart on every other use.

Your Product, My Time

The point is that it is truly maddening to have their help desk instruct me on what is needed to do to make their product work. What should be a 15 minute process is then 30 minutes or more, and they are not paying for the time. If it were not for the difficulties involved in making a change, they would have lost a customer. They have already lost any recommendations we might make.

As we went through this the last time, we realized that car customers face this exact problem. They call service departments every day with a growing list of glitches associated with advanced systems. They are then instructed on what they must do to make the company’s product work as needed – or get an appointment for service.

This message is thus for any company with a product and a customer for that product. Something is askew if you are making your problems your customers’ problems. Do you find yourself using the term “user issues”? Do you think your customer is the problem??

Look for new solutions or you will surely lose those customers. Some things can and should be fixed. Some, quite simply, may need a new and radical approach.

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Remember that only proper service and repair procedures will ensure the safe and reliable operation of your car. In addition, proper safety procedures and precautions, such as the  use of safety goggles, the right tools and the equipment should be followed at all times to eliminate the possibility of personal injury or improper service which could damage the vehicle or compromise its safety.

These posts are for information sharing purposes only, and should not be used in lieu of an OEM service manual or factory authorized service procedure. We are not in the auto repair business nor do we publish automotive service manuals. Nothing we include on these pages and posts has been reviewed, approved or authorized by any vehicle manufacturer.

Technology is always changing and what is current and accurate today may be literally out-of-date and inaccurate tomorrow. And when it comes to the current state of flux in the auto industry, nothing is more true.