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.

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