Last week I wrote about an interaction I had with a large well-known brand that provides services for homeowners. It was a cautionary tale about how challenging it is to actually communicate with some brands.
A brief overview of that instance: At home, we had a service provider with which we’d had a pretty mundane failure, and they fixed us up right away. In the course of that incident, however, we discovered a more severe potential issue, but we had no way to communicate—or even look into—our concern about that, because it wasn’t related to the actual support incident itself and Support was actually an impediment to us addressing it. Again, that brand is a huge, well-known name in their market, and my conclusion was that they likely simply didn’t care because they were so big; corporate inertia, and so forth.
As it happens, at about the same time we also had an incident with a smaller, start-up brand, that just happens to be in the home-services sector as well. This is that story, which actually has some curious similarities, even though the brands are in such different places. (more…)