Misco Review

Hey there!

It's been a little while since I was last here to complain but here I am!

by default 6

So here is how to lose a loyal customer.

I have been using Misco http://www.misco.co.uk/ for many years and I have always (ok so not always) had good service from them. I liked Misco because their website was pretty straightforward and their customer service was OK. When I had an account manager it was actually pretty good but now it's all gone a bit rubbish, everything from navigating the website to their customer service is terrible or maybe it's just me!

 

Here is what happened:

On the 30th of December 2016 I placed an order for a client with Misco for computer and Microsoft Office. The client being a client left it a bit late but knowing that Misco could deliver the next day I went with them (never again). This was a stock item, they stated that it would be delivered the next day. Fantastic I thought. During the call the sales person asked if the items were to be delivered to the billing address or another address. I said that it would be great if they were delivered to my clients address. He said no problem and I told him the address. We finished the order process and the sales person said "you'll receive a confirmation email" which is normal, I get them from Amazon, ebay and pretty much everyone that I buy online from. It is normally a confirmation of the order and cost. What I did not know was that this confirmation email was to confirm the delivery address. Anyway I waited and the following day my client called to say that the computer had not arrived. I checked my email for the sales confirmation and noted the delivery address confirmation. I called Misco who said that the delivery was now not going to happen until the 3rd of January! Well I was less than pleased and made my point on a email to This email address is being protected from spambots. You need JavaScript enabled to view it. (customer services). They replied explaining that it was for security reasons which I understand but then what is the point of confirming anything on the telephone? Well I confirmed the delivery address on the email and then received another email from Misco with the wrong delivery address! Again I emailed This email address is being protected from spambots. You need JavaScript enabled to view it. to explain how annoyed I was that even after I had confirmed the correct delivery address that they had now manually typed in the wrong address. Needless to say I did not receive anything from them again.

So on the 3rd of January I called Misco as my client is now pretty desperate. My client told me that it would have been easier and quicker to have made the purchase on Amazon or even gone to PCworld. I spoke to a person at Misco who said that Misco had recently changed courier and that he would call me back to let me know when the items were to be delivered and he did. He said "sorry for the delay but the items will be with you tomorrow (the 4th January) Well today is the 4th of January and guess what, it hasn't arrived but I did receive a call from their customer services who said that it will be delivered tomorrow! At this point I feel that Misco have really gone out of their way to get this order wrong and try and make my life a misery because now I have to explain to my client how incompetent Misco are and that they were right, we should have bought the computer from anywhere else.

You know, the mark of a good company is how they deal with a problem when it goes wrong, what safeguards are in place for it not to happen again and holding their hands up when they get it wrong. To be honest I think that Misco have gotten too big. It looks as though their sales team have been outsourced or at least the people that they hire do not have English as their first language. You are probably asking" Well what has their first language or where they are from to do with with it? Well it has a lot to do with it. Understanding your clients culture is an important part of any business. You may have noticed that many UK companies are now boasting that they now have UK call centres, why do you think that it is? Some companies now see the value of having people to understand and can be compassionate when things go wrong instead of shrugging their shoulders.

I think what I find hard is that Misco used to be a good customer focussed company and now they are just another company who don't really care about the small person anymore. My advice to Misco is this: Remember that it is businesses like mine who made you the size that you are today and if you continue like this, it is businesses like mine who will go elsewhere to make their purchases in future.

Misco forget is that when they let someone like me down they let my clients down and I really cant have that happen. Likewise I wouldn't want it to happen to you.

If you are thinking of buying something from Misco may I suggest that you buy it from Amazon.co.uk or anywhere else who is more reliable and can deliver. I will never recommend Misco nor buy anything from Misco again.

Furthermore, before I get messages from Misco about how sorry they are, I don't need your apologies, I need a partner who won't let me down. The key being on "someone who won't let me down" but this time you guys got it wrong on every level.

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Wednesday, 16 August 2017
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