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.
Maybe Leviton employee, good old Manny, shouldn’t have first told me my failed Leviton couldn’t be fixed, that you didn’t make the parts any more, and that my 10 year warranty wasn’t going to be honored.
Maybe the Leviton marketing mavens shouldn’t have then flip-flopped, and quickly changed their minds when I sent them copies of my warranty and receipt.
Maybe they shouldn’t have had Manny make that phone call telling me I would be sent a brand new replacement charger after I sent my old one back.
Mark Richards bitched at me because my electrician opened the Leviton charger we sent back to him to see which of the Chinese-produced parts had failed. We opened the unit only after Leviton wrote and told us they would not inspect or review the charger because they no longer were willing to stand by their warranty.
I don’t think Mark Richards grokked this story How One Bad Manny Can Piss Away Your Brand or even read it.
Most customers would have just accepted being shafted by Leviton and having to put up with jerks like Mark Richards. But I’m not like most customers and I don’t put up with corporate bullshit from pompous and arrogant companies or their minions.
Do what I did and use your social media accounts to seize the narrative and expose bad brands on Facebook, Twitter, LinkedIn, Instagram, Nextdoor.com, your blog and every other place on-line you can create impressions.
This is especially effective against clueless companies like Leviton whose social media game is pathetic and comes across as poorly written corporate boilerplate from the 1950s.
This weekend I offered to sell my brand new Leviton EV charger for hundreds less than it cost. Nobody wanted to buy it because there are so many superior EV charger products with far better features and benefits for half the price.
I asked Mark Richards to send me an American-made Clipper Creek or JuiceBox charger instead of another lousy Leviton, but he seemed insulted by the whole idea.
He would have been wise to get rid of me as a customer. Now he’s going to have to deal with me again when the Leviton he sent me dies and goes Valhalla before the warranty expires.