About once a month I get an email or call from some unhappy dumbass that bought some camera gear online from a business that has the same name as ours, minus an s at the end, and they look it up online and contact us to bitch about it. We don't sell what they bought, we have no reference on the crap they bought anyone on our online presence, be it our site, Facebook, or anywhere else. How hard is it for people to spend 10 seconds before they contact a business to make sure it's the right business. A few months ago I had a woman call and email to bitch about stuff she bought. Even after I told her she had contacted the wrong company, she continued to complain. She didn't believe me. I'm afraid these numbnuts are going to leave negative feedback for MY business cause they are too stupid to do their due diligence, and I won't be to get them removed. Sorry for the rant, just tired of dealing with these people.
The best you can hope for is to give these people the phone number of their actual problem and ask them to call. Maybe, since your product doesn't cross over with theirs, you can state that they are a different department and they'll have to call this and such to get help. (Make a point not to say they're a different department of YOUR company, just that they're a different department.)
When people call, they want a solution. If you give them a possible solution, you might just shake them off.
A good answer is easier with a clear question giving the make and model of everything. "The biggest problem in communication is the illusion that it has taken place." -- G. “Bernie” Shaw
But, wouldn't the caller expect the call be "transferred" to the correct department?
The best plan would be to inform the caller that they have the wrong company, give the correct phone number, and hope that they type the correct company name when posting their tirade online.
But, wouldn't the caller expect the call be "transferred" to the correct department?
You could point out that that division is hopelessly anchored (mired) in the past (hence the camera problems) but you can't help the client and that other division can.
The best plan would be to inform the caller that they have the wrong company, give the correct phone number, and hope that they type the correct company name when posting their tirade online.
goldenz clearly argues that this does not work.
A good answer is easier with a clear question giving the make and model of everything. "The biggest problem in communication is the illusion that it has taken place." -- G. “Bernie” Shaw
Stating a different division would cause even more issues. I absolutely want them to know I am not affiliated with them in any way. This company sells via Amazon. Amazon making it difficult to find contact info is part of the issue. I have contacted Amazon in the past about this and they do not care, which is not surprising.
What is frustrating is that some of these people get angry when I say that we are not the company that sold them product, as if I am lying. I had one woman that was both stupid and nasty, never apologizing for her nastiness. After she contacted the correct company, she replied to them with a nice email, only she sent it to me again.
Put their contact info on your web page in a disclaimer. Looking for so and so the manufacturer of xyz, we are not affiliated, here's their number....
I thought about that but;A) I really don't want that on my siteB) I think they might be pulling the number right off of Google and not going into my site when calling. The last guy called me by name and emailed directly to my personal email. The website redirects which he did not use.
The initial contact isn't what irks me. It's the replies when I inform them they have the wrong company which are typically aggressive. I'd leave it at that and not reply but the concern is negative reviews popping up for my company that is meant for someone else.
I would see if i could register a domain for that company and build them an online presence littered with "AMAZON" key words so that search engines drive everyone there. If you cant find their phone number or address you could put Amazons contact info with "To get in touch with us contact Amazon directly and ask for us by name". Maybe even direct link to some of the sellers amazon items so that when people visit they really GET that this is the "right" website.
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