It seems like not everyone has gotten the message of the important of communicating with customers over the Internet. Yes, I mean you, makers of OB Tampons.
Last week I went to http://www.obtampons.com/ to report an issue. I have used this product for more than 20 years and recently purchased a defective box. I wanted to report the issue and expected a positive response from the manufacturer. Not.
My first challenge was the site itself. The home page greets you with a series of country flags. No information, just flags. With each flag are the words “click here.” This was the most compeltely useless, content-free home page I have seen in a long time.
I clicked on the US flag. Now at the English page, things improved a little. There are some left-side navigation choices. There a lot of white space. No marketing message per se. I guess these folks have all the customers they need, because nothing here tried to sell me on trying the product.
I quickly found the contact us link. I was asked again to pick my country (this time from a drop down list), then get to a form. I was ready with all the product information and was able to fill it out completely.
Once I was done, I wanted to get back to the home page. No can do. Clicking the product logo in the upper left above the navigaiton did nothing. There is a URL at the bottom of the left-hand navigation. That link opens a new window and starts AGAIN with asking for a country choice. Geesh, enough already!
Things only went downhill from there. I received NO acknowledgement of my form sent to them. I got no response at all.
I have been reading a lot of stories lately about consumers getting responses from companies after they complain on twitter. I gave it a whirl, posting “I am having a problem with OB tampons made by Personal Products Company and can’t get any response from the company.” Silence.
Whatever this company is spending on its web presence and customer service is a complete waste. Zero ROI. C’mon folks – it’s 2009. None of this is new or revolutionary. You can do better.