I was hoping this could be a review that would say great things about a company. Instead it’s going to be a teachable moment… for all parties concerned.
First, it’s a teachable moment for me, because I’ve learned that I should not always believe what a company advertises. Although I did ample research and saw the pros and the cons of the company, I took a chance on them, the products they displayed, and the service they said they would provide. For that, I was apparently wrong. So, I give myself a 5 out of a possible 10.
I give Nomad Internet a -5 out of 10 for their part in this review. Being a small business myself, I don’t have anything against businesses. What I dislike are businesses who seemingly try to take advantage of either their employees or customers. I normally speak in generalities to let the process work and hopefully things get resolved. But, in this case, there were several things that irked me—so we’ll discuss. I try to keep my posts short—normally under 300 words, today might be that exception—but I will try… at 200 words in…already. 😏
Points of Irkness
- The Advertisement. I invite anyone to compare the modem below, which is what they sent me, to anything that shows up on their web site: It does not look anything like the item I received below.
- Continued Billing: It seems like if you are dealing with a customer with issues. Don’t try to keep billing them, especially during the FREE TRIAL PERIOD!!
- Not Addressing Issues: Stop trying to save and recover a sale when the customer has clearly indicated what needs to be done. It doesn’t end like you think it will end.
- Meet Expectations: I was expecting them to say: “Dear Mr. Speller, we apologize for the inconvenience and am sorry that the services did not work for you. Because you are still in the TRIAL PERIOD, we have cancelled the service at your request and we’re processing your refund. Please see the attached mailing label to return our product. Thank you for trying us and hope we’ll win your business in the future”…yada yada yada…
Instead, this is what I got: 👀
In conclusion I can only say I found the company lacking. Maybe others have had a great experience with them. Taking 10 days to send out a USED HOTSPOT that looked nothing like the one they advertised and which they said they were programming (when I called to inquire about it); only to then ask me to trouble shoot it, was too unacceptable. Businesses like this should take the time to reflect. Focus more on getting right with the few customers you have than on immediate growth. And, don’t over promise nor send products that are clearly inferior to what you have advertised. Keeping things simple saves time and energy for everyone. For me, it was not. I have been blogging and writing for a while and it is seldom that I post something this direct. Hopefully it will help the company and those consumers needing mobile internet to examine all possible options.
Frankly, I don’t know how they intend to correct their errors, but they are not going to charge me for a service that didn’t work nor a product I didn’t ask for (an old ass hotspot). Do better. Last but not least, stay tuned for part two of this saga…. The Resolution.
Until then, peace. Enjoy your Sunday.
#NoMadInternet #BusinessIssues #CustomerService