[NOTE: If you have landed here before reading the previous post, please go and read it first.]
This post tells the end of the story I began in the previous post. It is a story with an ending that I didn’t expect, a story with an opportunity for learning on all kinds of fronts. I begin this post by saying that I cancelled the PayPal claim. But that’s not the end of it all.
There are three participants in this chat — me (the American consumer), staff of UPlay (the manufacturer of the unique phone/tab I bought), and staff of JSXL Technology (the online distributor from whom I bought the device). Two of us, I think, came away from this “chatty” business deal a little wiser about how to communicate with others and how to do business in a way that satisfies both consumer and product provider/s.
The communication issue here was not triggered by national culture or language. It was about attitude and trust. It was about civility. It was about respectfully listening and responding. It was a lot about good business practices and how to build and keep a customer base through good customer service (or the opposite). It also was about how to behave as a decisive consumer who doesn’t always know the right questions to ask when it comes to technology.
I am not a distributor or a marketer, but I am a thoughtful (if somewhat impatient) consumer. In many ways, I am a good example of today’s global consumer: I have a good idea about the product I want; I know how to use the internet to research my options; I expect complete and accurate product and ordering information on e-commerce websites; I order online from a global market. And, like the usual “shop-from-store-to-store-and-deal-with-store-clerks shopper, I expect my product questions to be answered thoughtfully and politely.
I could have been better at my consumer chatting; UPlay staff could have started off better; JSXL Technology has a big #FAIL, right up to the very end when I was still figuring out if and how I should return the phonepad I ordered from them. Bad attitude and bad customer service does not build a business or consumer trust.
JSXL Technology is a brand new e-commerce site, less than a year old. (My bad for not noticing this right away, but they were the site that offered the UPlay phonepad I wanted. The UPlay site itself did as well, but I gave up trying to figure out how to order from them.)
While JSXL might have a good website and know technology, they are worse than worst at knowing how to run a consumer-dependent business. They have a lot to learn and obviously (as demonstrated through their email conversations with me, their consumer) know less than nothing about how to deal with their customer’s questions. My advice is to not buy from them until they have more experience as an e-commerce business; they are hell to deal with.
That leads us to the other chatters and what we might have learned.
I have learned that I have to be more patient and accurate about explaining what it is I am asking about. Part of the problem is that you don’t know what you don’t know. And phrasing a question about a technology problem in a way that will get you the answer you need is severely hampered when you don’t know what you don’t know. (You know?) I don’t know what I can do about that, but I think I might want to get into my more patient “educator” mode when dealing with unhelpful, arrogant, (supposedly) consumer support staff. This time I lost patience, stopped trusting, and entered my warrior mode.
Lastly, UPlay staff, who resolved the whole issue by finding a way to return the phonepad for a reasonable postage cost.
And so here is the unexpected end to the story:
I have decided to keep the phone/pad — despite a really wonky boot-up process and the problems with time-outs when trying to download anything. I still don’t understand why the “Android drivers” come up as downloaded but uninstalled (Code 28) and don’t know if the mobile phone component will work when I eventually get to T-Mobile and get a SIM card and a plan. I’m hoping that the UPlay staff will explain what I still don’t understand and will answer future questions should they come up.
Meanwhile, I have successfully installed an SD card and used the camera; the GPS works; I have downloaded Words With Friends, OverDrive Media Console, Kindle for Android, and a few other apps I use. All of that is working. I am trusting that it will continue to function as I need it to. And I am trusting that UPlay consumer support staff will give me some advice if I run into function issues.
It’s a very cool little device, a whole lot cheaper than the ones I read about that soon will be reaching the American market.
I have not yet tried to download into the phonepad what I need to blog through WordPress. While I’m writing this on my HP Pavilion Notebook with a 17 inch screen, who knows that but soon I will be blogging from my 7 inch UPlay phonepad gen 3. (But first I will have to buy a keyboard case to make it easier; I found one, online, of course.)
I’m the kind of consumer you want to be nice to, young JSLX Technology. I hope that this all has been a valuable learning experience for you.
It has for me.
[UPDATE: Countless email back and forth with uPlay did not provide any solution to the problem of why, even sitting right by the wifi router, connecting to websites and downloading continued to frequently fail. They didn’t know why; I should send it back and they would check it out. Instead, I decided to do a “restore to factor settings.”
And that solved the problem.
It makes me wonder if the folks at the seller’s site put in a setting or something that wound up causing a problem. So, the uPlay phonetab is in play. I haven’t yet activated the mobile phone part of it or purchased a smartphone data plan. I’m still experimenting with all the features of the tablet component, which are impressive.]