OB Tampons Website – So Wrong for So Many Reasons

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.

2 thoughts on “OB Tampons Website – So Wrong for So Many Reasons

  1. Update: On 2/17, more than a week after I filled out a web form at this site, I received this by e-mail. A little late, in my opinion, but certainly better than nothing:

    Dear Jill:

    Thank you for contacting the Johnson & Johnson Consumer Companies, Inc. Information Center. It is always important to hear from our consumers, and we appreciate the time you have taken to contact us.

    Our company’s long-standing commitment to providing high quality products for all our consumers is the foundation of our business. Therefore, we are sorry to learn of your dissatisfaction with our o.b.* Non-Applicator Tampons.

    Your feedback provides us with important information for our Quality Assurance department and we appreciate the time you have taken to let us know about this matter. Compensation for this product has been sent and should reach you within two weeks.

    We sincerely apologize for your experience. We value your business and do hope to maintain your trust in Johnson & Johnson. Thank you again for contacting us about this important matter!