YspeopleExplore tab

Join me in calling out bad customer service


About Subversive

Do you have your own gripe with your local or state government? And what are the streets like in your part of town, in your home state?

If you'd like me to fire a rocket up them, or a shoddy business, I'm listening! You can email me here.


Why we should all call out bad service when we experience it.

Research suggests that about 98% of people who have bad retail experiences do not complain.

I'm no longer a fan of JB Hi-Fi.

I'm no longer a fan of JB Hi-Fi. Picture: iStock

I, on the other hand, am strongly of the view that retailers and businesses, including my own, need to be held accountable for their conduct.

Read more Subversive Sam: I'm as mad as hell. Come yell with me!

I would love this to be the first of a series of articles from members and readers in general, telling their stories of good and bad service in Australia. Talking about it like this is the best way of causing bad service to disappear and good service to become more common.

While I find the environment less than pleasant, I have long been a fan of JB Hi FI. Its stores are conveniently located, the staff seem well-informed and the pricing is competitive.

But my inclination to be a fan stops today. Nothing offends me more than a business that tries to dodge its warranty and service obligations.

About three months ago I purchased a computer for one of my team from JB Hi Fi. This was one of many computers and even more items of equipment that we have purchased from the retailer. Over the last few weeks, we have found the key board to be faulty and, once I had recovered the receipt, the keyboard was returned to JB Hi Fi with a request that it be repaired.

I was told that because I had not returned the computer with the keyboard, I would need to go directly to Toshiba (the manufacturer) or, alternatively, buy another keyboard at a discounted price.

I have a number of issues with these suggestions:

  • If I return the computer, I will lose productivity while it is away and may well lose the data on the machine
  • If the machine is replaced, I will most certainly lose the data and programs uploaded to the machine
  • JB Hi FI, under consumer law, is responsible for returns. It is its responsibility to deal with Toshiba 
  • There was absolutely no customer focus in either of the solutions proposed.
  • I have returned a computer in the past, only to have it replaced, with all programs having to be reloaded again. I have had computers in repairs shops before for weeks, with lots of productivity lost.

    What would it have cost JB Hi Fi to simply replace the keyboard?

    I don’t know, but here is what it will cost JB Hi Fi, after having not replaced the keyboard, or at least sent it off for repairs:

  • Despite having spent $10,000 or more with JB Hi FI in 2017, neither me or my business will will ever shop their again
  • This piece will be published on all blogs that I write for
  • I will take every opportunity I can to tell everyone this story and discourage them from shopping at JB Hi Fi
  • As it was only a keyboard, I simply purchased a new on and moved on.

    For my next purchase, I am going to try Amazon and see how that goes. Maybe, dear reader, you should do the same!

    Looking after the customers you have got is the first law of good business. It is a law that JB Hi Fi has not heard of, it seems. 

    Banner 1
    | Your rating
    No ratings yet


    Related stories

    Do you have a canny tip for saving money.

    Share your money-saving hacks here

    Everyone loves to save a dollar or two when they can. Do you have any money-saving tips to share with your YsFriends?

    Money
    Expand
    10 months ago
    (Money & Business)
    Because you're never too old to pursue your passion.

    Your midlife career-switch advice is golden

    Have you started a new business or pulled off a major career switch in midlife? We'd love to hear from you.

    Money Ageing
    Expand
    10 months ago
    (Money & Business)
    Rejuvenate in Retirement.

    6 ways to retire from work, not life

     

    Are you ready for The Lifestyle Change? Retirement can be a more difficult adjustment than we realise.

    Money Retirement Relationships Ageing Health
    Expand
    11 months ago
    (Money & Business)
    James Packer: born with a silver spoon in his mouth.

    Bring back death duties for silver spooners

    Why should the privileged offspring of Australia's elite inherit their billions tax-free? Let's level the playing field.

    Money Business Ageing
    Expand
    11 months ago
    (Money & Business)
    Retirees have copped a rough time in recent years.

    A new approach to retirement planning

    I’m going to stick my neck out just a bit and say retirees have had a raw deal over the past couple of decades.

    Money Retirement Ageing
    Expand
    11 months ago
    (Money & Business)
    Funeral directors prey on the vulnerable.

    Funeral directors are blood-sucking leeches

    Leveraging grief to up-sell expensive funerals to vulnerable families is a loathsome practise and must stop.

    Money Business Family Community
    Expand
    11 months ago
    (Money & Business)
    Trickle-down economics my arse.

    How big business is giving you the shaft

    Are you battling to make ends meet thanks to stagnant wages and lack of jobs? Here's who's to blame.

    Money Business Community Social Issues Politics
    Expand
    11 months ago
    (Money & Business)
    What impact will the eventual death of Queen Elizabeth have on us in Australia?.

    What happens to us when the Queen dies?

     

    As a part of the Commonwealth, the impact on Australia will be greater than you think.

    Community Social Issues Politics Australia UK
    Expand
    11 months ago
    (Money & Business)
    Myer - no Harrods.

    Good riddance to Myer's CEO!

    And there are plenty more who should follow him. Don't these obscene executive salaries make you furious?

    Money Business
    Expand
    11 months ago
    (Money & Business)
    New CBA CEO Matt Comyn.

    Why 'banker' should start with a W

    It's our fault that the big banks treat us with such contempt and arrogance. Time to hit back by taking our mortgages and...

    Money Business Community
    Expand
    11 months ago
    (Money & Business)

    Message board

    Derek, 7 months ago:
    I am great
    George, 7 months ago:
    What's up Thomas?
    George, 7 months ago:
    Messages are now updated in real time on other browsers.
    Thomas, 7 months ago:
    Hello
    Thomas, 8 months ago:
    Great!
    DJC, 8 months ago:
    Groovy!
    George, 8 months ago:
    Message board active from June 2018

    Have your say!

    Your Great Australians

    Trending stories
    When it comes to great bloggers you can connect with, this list has you covered.

    20 mature bloggers worth following

    Looking for Australian...

    (Entertainment & Culture) Almost 2 years ago
    They may be hideous, but geez, some toby jugs are valuable.

    Is your toby jug worth a fortune?

    Did you know that some of...

    (Nostalgia) 7 months ago
    The Perfect Mattress Astrology.

    The perfect mattress for your star sign

    Part one in our four-part...

    (Health & Beauty) 10 months ago
    Australia's tallest mountain and one of the greatest films of all time.

    On This Day: March 15

    Are you celebrating a...

    (Nostalgia) 10 months ago
    Weekly Poll
    Photographic memories
    Hizgg0vzzqvwc9xicknk
    It's 35 years since the Ash Wednesday bushfires in South Australia and Victoria claimed 75 lives and more than 2500 buildings.