Canon: Delighting Themselves

I know for a fact, and I truly believe in it, that technology will always become obsolete. Heck, that’s the fun about working for tech companies like Microsoft. The name of the game is “updates”. However, amidst all this techno-babble is one aspect in marketing which I believe should never go out of style. This very basic concept is called customer service. And for some reason, Canon Marketing Philippines is not a great fan of such concept.

You see, they’d rather waste time, money, and effort on things like the ever magnificent Kaizen. It’s not that I don’t believe in Kaizen, but it’s just that, why jump to a higher level when you can’t even make sure that your employees treat customers really well. 

You see, I have a problem with my gadget (don’t think green, and no, I can’t identify it because they might track me down – those evil retards!). And so, my first retort was to go to where I bought it. My problem was just very simple, I lost the CD driver (or whatever it’s called), and I need help getting another 1 so I could make use of my gadget. The Sales Associate told me he couldn’t give me any because there are no extras. That, I think, was understandable, but I would have been very delighted if he offered to escalate my concern. But no, he didn’t, so I just decided to place a phone call to Canon.

First thing I noticed was the usual roundabout of forward-you-to-this-department and the forward-you-to-that-department with the you-should-be-talking-to-this-guy until you reach the inevitable the-guy-is-still-out-for-lunch-just-call-back-later. And oh, do I have to tell you what happens when I do call back afterwards? This scenario happened for days. Monday, Tuesday, Wednesday, Thursday, Friday!!!

So after calming my nerves, I decided to go to their office along Pasong Tamo. Once again, I had the usual roundabout of forward-you-to-this-department and the forward-you-to-that-department with the you-should-be-talking-to-this-guy until you reach the inevitable the-guy-is-still-out-for-lunch-just-call-back-later. My God. They do take long breaks here, don’t they? Hahaha!

Anyway, I after a long rigodon between different tech specialists, I was able to get hold of “the man”. Unfortunately, all I got from them is the standard “It’s available in our website” reply. The fuckers. I didn’t go all the way here just to be replied as an http request. And so, I explained my situation and asked if I could get a CD? A burned copy CD would be okay. At which point, this guy just told me that he couldn’t be so much of a help because my unit was a few years old and is no longer what they have in the office.

The fuckers. Is that so? Have you ever heard of warranty (Is it covered)?  How about plain common sense? You should have stocks dammit! Of course, on-line is a better way but come on it’s not there! What particularly gets to me is that nobody really cared I was there, but the moment I was there, people got paranoid who I was. I am no corporate spy you freak! Nobody wanted to point me to the right direction when I got there now everyone is pointing me to the door out. They have a meeting or something and they can’t seem to accommodate one lousy customer with an old model. Fuckers.

 

Now, you guys have the guts to celebrate 10 years of doing business here? Sounds like you only have a few more to go with the way you do business now.