I am very surprised at the difference between the customer service levels in America and Kuwait.
Since the economy took a slow turn, companies are trying their best to keep their existing customers and other companies just don't give a damn.
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I have bought a Lifefitness T5i treadmill (1,100 KD) from Al-Khaldiya Co. and i am continually shocked at their low level of customer service.
- Delay in appointments.
- Its been almost 2 months now since my machine needed a new belt, and they don't have stock.
- Apparently, the whole company has only 1 staff (Mr. H) who handles residential customers.
- No enthusiasm in dealing with customers (when Mr. H was late to his appointment over an hour, and i said, that i have to go to work and cannot wait any longer, all he said is "Okay")
- No strong support from American company. (i have emailed the mother company in America, and they quickly replied apologetically and promised to solve the issue. That was 2 weeks ago.
You would think that customers who buy anything above 1,000 KD are important customers and companies should try hard to keep them.
Seriously, as a person who is involved in Retail, i am very surprised at this behavior.
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What are the other alternatives to Lifefitness?
1. TechnoGym (Dhia Behbehani Co.)
2. Precor (Dhia Behbehani Co.)
3. Landice (apparently, no agent office in Kuwait, but when i emailed them, they were very quick to reply and commit to delivering the treadmill)
4. Go to cheaper options available in many sporting outlets like Sears. (replace treadmill every 2 years)
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When you go to al-khaldiya's website and email the company address there, it bounces back! lol
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I seriously hope some other company (a retailer is better) takes the agency. They will serve the brand better.
Benefits of an electronics retailer taking the brand would be
1. more outlets
2. more committed installation and maintenance team
3. more traffic of residential customers
4. tie-up promotions with other "health" related products like Massage Chairs, Blood Pressures, Plasma and LCD TV's, et cetera, et cetera.
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As for my current situation. I emailed the American company again requesting a definitive answer as to when will the machine be fixed.
I will go visit Precor showroom and look for other treadmills.
All this... while regretting my choice of Al-Khaldiya and Lifefitness :(
I am a bit happier knowing that since i started voicing out my complaints, i have convinced one friend not to buy lifefitness (he was actually going the week after) and made 4-5 friends concerned about the brand for future purchase. I couldn't convince one person to switch, but i still have time. (if i buy precor and show him my satisfaction, he might be convinced)
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What can you do?
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