THAT SEVENTIES SHOW
I’VE BEEN RATHER forgetful of late, leaving things all over the place. During a recent trip I managed to leave the cord for my electric shaver behind in a hotel room. For a moment I was tempted to use the opportunity to buy a new razor but sentimentality won the day, so I gave Philips a call to find out how to lay my hands on a new electrical cord.
Finding a number to call for Philips is a challenge in itself, requiring a bit of digging on the site. That’s really annoying, as providing a contact number should be high on the list of any consumer-focused company. After calling the number it quickly became clear why it buries its number. Instead of routing you to a call centre, the number rang for more than a minute before being answered by a receptionist, who then transferred me to a service agent.
Though the agent was able to provide me with the correct basic information, if I hadn’t been familiar with the layout of Philips’s office in Jo’burg I’d have gone to the wrong entrance.
For a large producer of consumer goods, Philips fails the basic test of how to interact with its customers, choosing to rely on Web forms and a phone system from the Seventies.