So a few days ago I went onto Jabra's website to order some Jabra Elite Sport earbuds for my upcoming trip to China - I am going to present on the future of the contact center industry to 300 top professionals. Anyway, I went through the online store and placed an order on 17th March with express 1-business day shipping. It’s the 21st today and I just got an email from UPS to say the items will be with me by 27th. Problem is I leave 24th! So much for 1 day express shipping. Bad experience with the online store. I even recorded the transaction on video so I have proof I ordered with 1-day shipping because I somehow anticipated a problem as I often experience with online orders like this with stated 1-day shipping.
I contacted support and spoke to Susan - she was excellent and said all the right things - well trained and customer service focused. But she could not help me and had to escalate the problem. I did ask if i cancel and re-order today with 1 day shipping when will it arrive and she suggested it could take just as long, as she did not know what went wrong.
My call was answered quickly, Susan was efficient and had my email I sent earlier so great from that perspective. Just overall not impressed with Jabra's order process - let’s see how this works out. If the earbuds do arrive on 27th I won't be here and i will ask my wife to just send them back as i wanted them specifically for this long trip and to see how they really stand up!
So I received phone and email communications from Jabra post my complaint - they sent a set of earbuds literally overnight to make good for the problem I had experienced. They listened, they took action and were very supportive of my situation.
So, my rating for the order experience is 8/10 - overall good resolution and satisfied
my rating for Susan and her effort to help 8/10 – she was professional and well trained
Publish Date: March 21, 2017 3:58 PM