Offener Brief an die schlafende Geschäftsführung
Open letter to the (sleeping) Management of NOMINATION
This is a short story about the unbelievable poor service quality of a
sales company called NOMINATION, selling (nice) stainless steel jewelry
products.
This story will make it into part 3 of the satirical Saegezahn-Trilogy.
Stories about stupid behavior of low performers in the service industry.
NOMINATION GERMANY GMBH
Rupert – Mayer - Straße 46,
DE - 81379 - München
germany@nomination.com
Antonio Gensini
NOMINATION
S.R.L
Via Fratelli Bandiera, 22, 50019
Sesto Fiorentino (FI) ITALIA
customerservice@nomination.com
For our international friends: in English (broken English, as I am an
Austrian (german) native speaker)
What happened so far:
My wife is a customer of the NOMINATION composables.
She owns one with nearly all Countries visited. It’s about 75 countries
– so about 75 composable
classic silve to be exact in wording. It also means
about 200.—Euro all in all.
31th July 2019, back from a journey to South
America we were looking for 2 flags: Chile and Peru. As those flags have not
been listed on the NOMINATION Italy Shop we searched deeper
and found the CHILE
flag
in an Australian shop and ordered (a replica) for 11 Australian Dollars
(delivery included and delivered 2 weeks later). From Australia!! Many Thanks
to the Company!! Due to selling a replica, we do not want to name the store as
NOMINATION is interested to sue the company instead of copying the good
service. You never know!!
At the same time we found the only PERU flag in a South African
NOMINATION online store.
First we asked the Vienna subsidiary, if they can help in getting it INTERNALY.
I mean – it’s a NOMINATION store not a replica store. No - they cannot help.
Then we asked NOMINATION ITALY.
No - they cannot help.
31st July we asked the
NOMINATION South Africa shop in Johannesburg, if the PERU flag is available.
They responded (maybe automatically):
Just to let you know we've received your email
and will respond to you as soon as possible.
2nd August I asked the South
African NOMINATION Mrs. Rachelle Jacobs, what she means with: as soon as
possible
and that I want to know, if the can send it internally to Europe to avoid
high delivery costs.
Same day browsing the headquarters online shope
we started a chat:
Mrs. Giada sayd: there is no PERU flag. I gave
her the link to the shop.
Her Answer: where have you found it??
Mrs. Giada also answered by mail:
As i explained via
chat, the Perù flag is not available for Austria
market.
We not have this piace in stock anymore and, at the
same time, we're not producing it anymore.
The flag is only available for South african
market - This because South african is managed by our
distributor.
He has an own stock.
Still 2nd
August 2019
NOMINATION
South Africa, Mrs. Rachelle Jacobs
I am so sorry that you are having such a hard time.
Of course, you can place the order with us in South Africa.
and later:
Good afternoon,
perfect :)
please, note that the flag link you are wanting will take 21 working days to get to us in South Africa.
Still 2nd August 2019
I
placed the order on Friday, 2. August 2019 15:49
And payed with payfast
2nd August 2019 15:53
We told NOMINATION, that we have paid but have been unable to enter an
address outside South Africa.
2nd August 2019 15:57 my Mail to NOMINATION
South Africa
I
hope, you have this one in your STORE as it is not available elsewhere.
You should send it from South Africa to
Austria / Europe.
21 days is no problem
2nd August 2019 16:00 NOMINATION
South Africa, Mrs. Rachelle Jacobs
Good afternoon,
Please can you give us a South African address as
we cannot and do not offer shipment to Austria
2nd August 2019 16:03 my
Mail to NOMINATION South Africa.
This is, what I wanted to avoid,
but you will get an address in 20 Minutes…
Seems to be very complicated to put this 2 Gramm Composable
into an envelope and send it to my address.
Some
emails to discuss with my partner in Pretoria to get the item from Johannesburg
to put it into an envelope to send it to me to Austria.
Still 2nd August 2019 16:38 my
Partner in Pretoria will get the item. He said:
Hi Franz,
These guys are unreal.
5th August 2019 10:30 NOMINATION South
Africa, Mrs. Rachelle Jacobs
Good morning,
Thank you for providing us with a delivery address for South Africa.
The courier service that we use does not allow us to courier or send
items overseas.
Please note that your link is 21 working days and we will deliver it as
soon as we can in this time frame.
5th August 2019 10:40 my mail to
Nomination SA. Wording is becoming rude. My wording.
Good morning.
I did not ask for a courier service; I asked for a 1 Gramm Composable FLAG, that could be put
in a letter envelope.
My partner in Doornport will put it into an
envelope after your COURIER has brought it to him.
HOW STUPID can that be????
21 days?? No problem for us – but also to understand from a business
point of view:
If you will try to get the FLAG from Italy, this will
fail, as they do not have PERU on store.
See all the mail traffic since…..
Anyway, I am waiting……
Stupid or not!!!
You will, anyway make it into our Volume 3 of my (funny) Business
stories.
It’s written in german, so nothing to learn
for you…..
6th August 2019 14:59 NOMINATION South
Africa, Mrs. Rachelle Jacobs
Good afternoon,
We will get your order to you as soon as possible.
6th August 2019 15:18 my Mail to
Nomination ITALY, as they have been on cc on all emails
Thank you NOMINATION
For this very helpfull email
Time to ask for the delivery:
8th September 2019 19:59 my mail to NOMINATION South Africa
Subject: NOMINATION Composable PERU Flag Good evening to
South Africa,
Do you remember me and my ORDER??
Best regards
Franz
Business streamlining
10th
September 2019 10:19 my
mail to NOMINATION South Africa
Subject: NOMINATION Composable PERU Flag ##2
11th
September 2019 09:48
Subject: NOMINATION Composable PERU Flag ##3
11th
September 2019 10:25
my mail to NOMINATION ITALY
Subject: NOMINATION Composable PERU Flag ##3
Giada!,
just to show you, how your partner
shops PERFORM.
The order is from 2. August 2019 15:49
New Order # 2700003916
Maybe they are hand-carving the Peru-Flag.
AND: you will definitely make it into my Volume
3 of business stories (with bad performers like the Nomination SA)
Any positive feedback is very welcome.
Refund is also fine. BUT QUICK!!!
Franz
business streamlining
11th
September 2019 10:52
Answer NOMINATION ITALY
-----------------------------------------------------------
|
13th September 2019 21:56 my mail to NOMINATION South Africa
The answer could be: YES or NO
Within
ONE minute.
What
is the problem??
The
political situation in South Africa??
The
earth-rotation??
The
political situation in Italy??
Very
boring
Refund
and FINISHED!!!
Franz
16th September 2019 13:06
NOMINATION South Africa, Mrs. Rachelle Jacobs
Subject: Re: [Customer Service] RE: #23240 - WG: NOMINATION Composable PERU Flag ##3
Good afternoon Franz,
How can I assist you with your order?
18 th September 2019 09:39 my mail to NOMINATION
South Africa
Subject: [Customer Service] Ticket: #23443 [Customer Service] RE: #23240
- WG: NOMINATION Composable PERU Flag ##3
Good morning,
even the replay mails announcing
an (USEFUL??) answer within 2 working days sound like a JOKE.
Franz Reinisch
ps
I would be happy to get a contract to re-organize your very bad support.
I promise an increase of customer satisfaction of about 112% (within 30 working
days).
18
th September 2019 14:49 NOMINATION ITALY, Francesca
-----------------------------------------------------------
|
18 th
September 2019 15:48
my email to NOMINATION ITALY to Francesca
Good
afternoon Francesca,
I just want you to know, how your Partner performs. BAD.
We did not get any answer from them. Only the supid
automated answers.
We knew, that the item we ordered (a PERU Flag)
is NOT available all over the world but in South Africa.
They need 21 working days do send ?? Maybe they
have messenger (messaggero?) to carry the items from
one store to the other…
They are not able to send a letter to Austria. We had to find a
partner-company (our partner) to receive the item (in case of delivery).
He (my partner) puts the item into an envelope to send it to me!! How
stupid can ONE be??? NOMINATION??
They are not able to answer a simple question??
As I mentioned before, we can help you to improve your service quality.
One of my suggestions would be: stop the contract to the South African Partner.
Wrong Place, wrong staff.
If a solution is not visible within
this week, we give the case to our legal department to get the money back.
ASAP!!
We have been a frequent customer at Nomination shops with at least 200
items bought in the last 8 years.
We have been.
Franz Reinisch
cc. SA Shop - the Specialist.
19 th
September 2019 17:48
my email to NOMINATION ITALY to Francesca
Good evening,
if
you could not FORCE your partner to deliver, we want to get our money back.
TOMORROW!!!
Franz
Reinisch
Former
Nomination Customer
19 th
September 2019 18:07
email from NOMINATION ITALY , Francesac
-----------------------------------------------------------
|
19 th
September 2019 19:04
my Email to NOMINATION ITALY
You
must not forward to South Africa but to your Headquarter (or management).
We did NOT GET ANY INFORMATION from South Africa but the note, that the
delivery (from JohannesBurg to Pretoria will take
about 3 weeks!!!!)
Did they escape with 474.00ZAR??? It’s 30.—Euro…… Alex (the next Township) is not far away.
Very stupid anyway
It’s not the 30.—Euro, it’s the outrageous (scandaloso!)
way they play with customers!!!
Franz
The final count down
20 th
September 2019 08:54
Good
morning Franz,
We have received your emails from our International team from Italy.
We apologize we have been waiting to hear back from our brand manager
regarding the stock.
we were informed that our
website has not been updating probably and is still showing discontinued links.
This is why you only found it on the SA website and nowhere else.
We apologize for this and we will refund
you the R474 through payfast.
20 th September 2019 09:53 ma mail
to NOMINATION South Africa
Apologize?
THAT’s
it??
I do
not see the outstanding amount on my account
There
is something missing…… to get a customer back . Not
YOU in South Africa, I will NEVER buy something in your SHOP but maybe at
NOMINATON WORLDWIDE???
Franz
REINISCH
20 th September 2019 09:57 from NOMINATION South Africa
Good morning,
Due
to you paying through payfast we have to use their
platform to refund you, as I said in my previous email this can take up to 5 working
days to reflect back in your account. This is due to payfast
and their processes.
20 th September 2019 10:12
Just add some ZAR in the REFUND to compensate
the money you had for 6 weeks.
You
should pay it from your PRIVATE money, or think about quitting the job
yourself, if the management is not straight enough.
Franz
Reinisch
27
th September 2019 15:56
Mail from PayFast, Money refundet
Subject: Payment sent to TBR
A payment you recently made via PayFast has been refunded for the following reason.
|
Reason |
as per merchant request |
|
Amount Refunded |
R 474.00 |
THIS IS WRONG. Payment was refunded due to MAD MANGEMENT
Franz Reinisch LIS OG
30 th September 2019 10:41 mail from Nomination Italy
|
|
Francesca P. ( Nomination E-Commerce) 30
set, 10:41 CEST Good morning Franz, Francesca P. |
30 th September 2019 11.09
Thank you Francesca,
this is the first usefull
answer in an complaint case.
You offer something (that maybe cost you nothing) and I – the customer
is RECOGNIZED in his problems.
That’s the way.
Hopefully the management can see your action.
Otherwise it is of no use for the future (Your (NOMINATION) future).
(from a point of business streamlining.
Best regards
CASE CLOSED
Franz Reinisch
For us the case was closed, as NOMINATION Italy DID SOMETHING to make
the customer happy and ask for further shopping activity with a promo-code.
That’s fine. So the management could see, that they have given some “donation”
….
As our South African business friend (and possible delivery address
(joke??) ) said at the begin of this story:
Hi Franz,
These guys are unreal.
What we did not believe at this point was, that the stupid poor
performing South African Shop again sent a mail:
Here we go:
30 th September 2019 18:26 Nomination South Africa
30 set,
18:26 CEST
Hi Francesca,
This customer has been totally disgusting and rude to
us, we have just refunded his order and will no longer communicate with him.
Please do the
same.
Thanks
How was my response today?
1 st
October 2019 12:37
My (rude comment; they asked to evaluate the quality of the response )
One last Mail to NOMINATION
1 st October 2019 09:29
THAT’S A GOOD ONE!!!!!!!!
Disgusting…….
Ok: the web page will stay online in this case….
http://www.maint.at/memos/memo_20190927_Nomination.htm
And yes, we also will not communicate with them.
NEVER!!!
Change the management there at your South African shop.
They are IDIOTS (sic). Maybe sick also… (word – joke).
I am not a racist,
We visit South Africa every year for 5-6 weeks AND WE
HAVE NEVER SEEN such poor
(better said: NO) PERFORMERS in South Africa!!!
Read the whole story. It time consuming, as it was for me!!!
But read the details.
And Italy did compensate that!!!!
It’s time to stop now.
CASE CLOSED
May this short memo make the
way around the word to show the poor service quality at NOMINATION (not only
South Africa).
Emails to: bad_performer_detection@maint.at
Visit us at www.maint.at
We can help you streamlining your processes.
Production, maintenance, labs and administration.
This document is IN PROGRESS for a final version being publishes in the book about stupid Management stories. (translated: the Saw-Tooth).
October 1st
2019