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Thursday, March 23, 2006

Customer Service

Customer service is tough to get right. But I think we have done OK. We had issues with FON routers being back ordered. To be honest we didn't think things would grow as fast as they did. Almost all of the complaints we've seen have been related to people getting their routers late. Over the last two weeks we have dropped everything to make sure foneros received AND were happy with their routers.

What have we learned from the experience?
Shipping to Alaska is expensive! We mistakenly charged $8 to ship routers to Alaska. Actual cost was $29. We of course ate the cost and the customers in Alaska are now very big FON fans (we fixed that shipping problem).

USPS isn't all that great. We first started shipping with the United States Post Office. They aren't too good at actually getting packages to their destination. How did we solve this problem? We sent over night packages with UPS to foneros who fell victim to the USPS hickup.

Printing labels on old laser jets is a bad idea. We started printing our UPS labels on an old laser jet. During shipping some of the labels smudged and became unreadable! We worked with UPS to track down those packages and for packages that were taking a long time, we simply reshipped a replacement. We now used a neat little thermal printer.

It’s been a learning process, geeks doing logistics is a bad idea! We will be outsourcing logistics for the next batch of routers. But for many of those who received their routers late, they received more "FON stuff." See the pics below.

Hope we are doing ok.

VFSH0012.JPG

 

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Comments | Write your comment

Good to hear that you are able to "learn" ;).

# 1 | Sent by: tom – Friday, March 24, 2006 (08:03)

It's great to see that you're trying to resolve customer service issues and letting it be known here on this blog. Most online businesses don't get this yet. You definitely are setting a standard here :)

# 2 | Sent by: Maria Palma – Monday, March 27, 2006 (10:18)

This box looks quite different from mine. I didn't have the small sticker (i wanted to put it on my car, but ordering just 1 sticker is rediculous concidering the shipping cost), nor the button (to stick on my bag whenever i go anywhere "public"). No "Wifi Anywhere" either. What is this?

Ton.

# 3 | Sent by: Toontje – Monday, March 27, 2006 (14:21)

I want such a fon batch! Where can I get it?

# 4 | Sent by: Lemy – Tuesday, March 28, 2006 (08:30)

I think the customer service at FON is horrible. I've had all kinds of issues trying to set up the router I purchased from FON -- it treats me as a 120 day subscriber versus a sharer of my cable modem. I've sent several emails with no helpful response. Now I wish to return the router and get my money back. It has been a waste of my time.

# 5 | Sent by: John – Monday, April 3, 2006 (05:58)

Ejovi,

Regardig bad customer service, looks like I was one of the poor guys that got bad service. I'll try to give you yet another call to see if we can finally sort out the delivery ofmy router or a way to get my money back.

Reagrds,
Alex

# 6 | Sent by: Alex Mayorga Adame – Thursday, May 18, 2006 (05:50)

What is the process for returning the router and getting a refund?

# 7 | Sent by: Tom Chang – Friday, November 17, 2006 (19:21)


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