I was talking in a previous post about customer experience and the good impression that I have about Apple in this context.
Now I want to talk about the other side, when the experience is not that good.
I recently had to buy an HP motherboard that a customer bring to the family biz to get it fixed, as usual, this kind of parts is easily to find in mercadolibre.com.mx than with the manufacturer, so, there I went.
It was painful, it is clearly the worse case since I opened my mercadolibre account, when I asked for the part, the guy that was selling it told me that it from 6 to 9 parts to deliver since it comes from USA, that was reasonable to me. What the guy never mention is that it is the time that it takes to get delivered to him, and that he was talking in working days (monday to friday).
Okay, I made the payment, and after days of calling to his phone, sent lots of emails and getting no answer I put complain in mercadolibre, then he answered and things started to get worse. He asked for more time, told me that "I didn't read well", and what part of "working days" didn't I understood, well, it turns that he never said that. he asked to wait for the 9 working days and I agree just to get my part delivered.
On the next days I was still trying to get in touch with that guy, when the 9 working days passed I asked for the tracking number, I wanted to know where my package is, and again, no answer. lots of emails again, lots of calls. Now, since Mercadolibre gives an amount of time to qualify the seller, I had to put a negative qualification, then he answered!! he told me that the package is delayed because of the transport between USA and Mexico.
This time he offered to return my money back and wait until the motherboard arrived, if by then I still wanted then I pay again for it, of course, they want me to change my qualification to neutral (can't be positive since the deal was broken). The money took a week to get back, and it was in two parts, the motherboard part and the shipping part, I don't know why since I payed both in a single row.
Now that I've got my money back, the freaking guy want me to change my qualification, he sent me a request in mercadolibre and if I didn't responded in 5 days my qualification would get invalidated, what did I did?, I confirmed it, and say that my opinion was still the same and I can't change it. That make that guy furious. who sent me a couple of emails saying that my word doesn't count and this and that... stuff that I didn't care either.
Well, that is the worse experience that I have when buying something online, the delay, the unclear shipping time, the really poor communication that the guy keep with the customer (me) and of course the delay in the money back makes this a really really bad experience.
Btw.. if you are planning to buy a spare part in mercadolibre, please don't buy from THE LAPTOP HOUSE.