CX & Customer Success resources

Yes, it’s true. I’m not happy at all with SubZero.  There, I said it.  Publicly.
I expected more from a premium brand which costs 2 to 3x the competition.  The brand promise is about quality.  Yet quality isn’t at all what I got.
Want to know what’s even more interesting?  Although I was unhappy with the experience to date, what really got me ticked off was when their 3^rd party survey company contacted me for SubZero’s satisfaction survey.  Not only did I tell them I was unhappy, but I responded “YES!” when I was asked if I “wanted someone from corporate to contact me.”  I was pleasantly surprised by the question and thought they might actually be able to rescue the relationship.

No such luck.  They never followed-up.  Never contacted me.  Never tried to fix it.
I could get into the details of why I was unhappy, but suffice it to say their quality control process seems to be completely non-existent.  It took 5 MONTHS to resolve the problem, with too many calls and 3 appointments where I needed to be waiting at home during their 4-hour time window for the field tech to arrive, only to find that SubZero had shipped defective parts 3 different times (yes, you read that right).
So now that they had their chance I feel compelled to write this.  I invite them to get in touch with me and see if they want my feedback so they can improve (what a gift to them!) – steveb@waypointgroup.org