A Problem with the Chain of Commands in Your Network
Posted Thu April 12, 2012 11:00 am, by Sydnee L. written to Television Food Network
Write a Letter to this Company
You offer full episode series for several shows on your website. "The Best Thing I Ever Ate" is one of them.
One of the episodes called, Guilty Pleasures, has a programming bug. It rolls the episode only for 90 seconds. Then, it moves to the previous week's episode automatically.
I reported this problem to your customer service since 4 weeks ago.
It hasn't been fixed in spite of alerting this issue every week since then.
Since the second week I complained, I don't even get the standard reply that your network received my complaint and is working on the issue.
All in all, this persistent laziness of your employees is unprofesional and unacceptable.
Your web engineers seems to have decided to let this issue slide for another 2 weeks when the episode in queston disappears from the website.
The problem with the chain of commands in your network is that no one, especially in your management, follows through.
If a customer cares enough to make a complaint to your company, you have designate someone to follow through from the beginning to the end.
So far, all I got was the lip services in the initial responses. You acknowledge the receipt of my complaint and a standard notification that you are working on the issue.
However, the problem hasn't been fixed. And, no one in your management is asking or checking whether the issue raised by the customer is actually addressed to his or her satisfaction.
If you can't even handle a minor issue like this, you probably have bigger holes elesewhere in your company. It is very likely you don't even know it.
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