Comments on: Intelius Review http://www.driftreality.com/intelius-review/ Sat, 31 Jul 2010 23:32:08 +0000 http://wordpress.org/?v=2.5.1 By: Jiyan http://www.driftreality.com/intelius-review/#comment-5988 Jiyan Tue, 14 Oct 2008 15:30:32 +0000 http://www.driftreality.com/?p=401#comment-5988 Yup - everyone wants a business with low infrastructure costs that is highly scalable. Great customer service is not cheaply scaled hence protocols like 'no refunds,' that are intended to alleviate costly customer service interactions. Unfortunately it is a pretty short-sighted customer service strategy because the money you save in the short-term from not issuing the refund probably is not going to make up for the loss of repeat business you might get or WOM you might receive from happy, satisfied customers. Yup - everyone wants a business with low infrastructure costs that is highly scalable. Great customer service is not cheaply scaled hence protocols like ‘no refunds,’ that are intended to alleviate costly customer service interactions. Unfortunately it is a pretty short-sighted customer service strategy because the money you save in the short-term from not issuing the refund probably is not going to make up for the loss of repeat business you might get or WOM you might receive from happy, satisfied customers.

]]> By: Scott M. http://www.driftreality.com/intelius-review/#comment-5825 Scott M. Tue, 30 Sep 2008 21:13:17 +0000 http://www.driftreality.com/?p=401#comment-5825 I'm impressed that they picked up on the issue so quickly, but... This is one of the downsides of Web-based businesses as opposed to dealing with people. The software is supposed to simplify the process, not eliminate the need to actually provide service. If you walk into Best Buy and buy a big screen TV, only to discover after they ring you up as you're walking out that the nice big fancy box is completely empty would the "NO REFUNDS, NO REFUNDS" excuse carry any water? Does the lack of proximity make it too easy to say "tough luck" when really they just don't want to deal with shortcomings in their software? Glad to see you got some answers from Intelius. Hope they get the message and adjust their site to prevent their customers from getting cheated. Bait and switch, indeed. I’m impressed that they picked up on the issue so quickly, but…

This is one of the downsides of Web-based businesses as opposed to dealing with people. The software is supposed to simplify the process, not eliminate the need to actually provide service.

If you walk into Best Buy and buy a big screen TV, only to discover after they ring you up as you’re walking out that the nice big fancy box is completely empty would the “NO REFUNDS, NO REFUNDS” excuse carry any water?

Does the lack of proximity make it too easy to say “tough luck” when really they just don’t want to deal with shortcomings in their software?

Glad to see you got some answers from Intelius. Hope they get the message and adjust their site to prevent their customers from getting cheated. Bait and switch, indeed.

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