YESTERDAY i wrote of my negative customer experience at the hands of Canon Store UK, citing it as an example of how not to treat people in a recession, a time when a world class service is what customers and clients ought to expect.

I ended my post with a challenge to Canon Store UK’s customer service employee Mary Moran to put an end to my misery, by ‘owning and resolving‘ my problem (of facing being billed for an order I had cancelled a month previously).

Well, Ms Moran did reply, and this is what she wrote:

Dear Sean Ashcroft, 

Thank you for contacting the The [sic] Canon Store.

We can assure your [sic] that your order has been cancelled  and will not be posted to your credit card nor shipped out. The e-mail you received was generated automatically by our system prior to the cancellation being processed.

We once again do apologize for any inconvenience and confusion you experienced as an outcome of this order. Your feedback has being brought to the attention of the relevant department.

Kind Regards,

Mary Moran,
Customer Service
The Canon Store

And here is my reply:

Dear Mary,

Thanks for letting me know that Canon Store UK's ticketing software is the digital equivalent of a village idiot. 

Indeed, it is the ideal match for your non-delivery system. They're in perfect harmony, just like hot toast and butter, peaches and cream… or morphine and kaolin.   

And there was me thinking we're in recession, and that businesses ought to be doing more than ever to make the customer experience a positive one.

Congratulations, then! Canon Store UK must be attracting customers like bees around a magnet.

Might I suggest you take a leaf out of Santa's book? After all, he manages to deliver presents to the world's entire population of children in a single night.

Best,

Sean Ashcroft

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