Lessons In Losing From Leviton: First Screw Up, Then Blame The Customer, Then Pound Sand

Hey Mark Richards, Sr. Director, eCommerce & Technical Services, Supply Chain at Leviton – I got the brand new Leviton EV charger I forced you to send me –

I also got your dumbass email where you wrote that if your Leviton colleagues hadn’t screwed up I wouldn’t have gotten a replacement and you wouldn’t have honored the warranty.

If “ifs” and “buts” were raisins and nuts we’d all be eating Waldorf salads, dude.

I love a frustrated and impotent email from a mid-level manager expressing bitterness to a customer who has already generated more than 500 negative brand impressions for the mid-level employee’s company.

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Another Lesson On Brand #FAIL From Leviton

After hearing nothing about the replacement EV Charger Leviton promised me a week ago – to replace the one I paid them $1300 for which failed while still under warranty – today I got a mystery call from someone claiming to be with Leviton Manufacturing.

But whomever left this voicemail for me this morning, never identified who they were, what department they worked in or why they were calling.

Hard to believe anyone working for a major corporation would leave a dodgy message like that with a customer who had publicly complained about their miscommunications.

But since this is the Levinton brand we’re talking about, as we’ve already learned, they have no customer service goals, objectives or standards.

It starts with the CEO, Don Hendler, and extends to every point of customer contact – including, if he really works for Leviton, Brian with no last name, no job title, and no department.

And now Leviton has foolishly, but predictably extended this case study for yet another day and shown yet more proof of a classic Brand #FAIL. Because I still have no replacement EV Charger and none has been shipped.

The Manny video and complaint I Tweeted about my horrible Leviton brand experience 5 days ago has now had 134 views. There have been another 65 views on Facebook.

Fortunately, Leviton is doing so well financially they can afford to write off 200 negative brand impressions generated by an unhappy, unsatisfied customer intent on using a social media megaphone to amplify his voice.

How One Bad Manny Can Piss Away Your Brand

I didn’t have an opinion on the Leviton brand until their employee, Manny, made me hate them and drove me to let my friends, colleagues and everyone else know how shitty they treated me.

On October 10 I got this voicemail from Manny at Leviton. It turned out to be bullshit from an employee whose first instinct before this voicemail was to blow me off and offer no help.

Manny and Leviton got their failed unit retuned by UPS on October 17, 2019.

I’m still waiting for the replacement Manny said I’d get after they received the one I returned.

I tried to get Manny’s to tell me when I’d be getting the replacement and he emailed me that I was “tiresome” and that he would not be keeping his word.

That’s when I shared the video I created from his voicemail on Twitter. At this point, 123 people have watched it. There have been another 64 views on Facebook. And now I’m telling the story here on my blog and sharing it on LinkedIn.

So far Leviton has had 187 times the brand impact beyond just losing me and my EV-owning wife as customers for life.

I wrote to Leviton CEO Don Hendler last week – I didn’t even get a boilerplate reply.

Sounds like Manny got his customer service attitude from the very top of Leviton.

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