Asking the Right Question

Last evening I received an automated telephone call from Target asking for my rating of our recent experience with its extended warranty that we purchased when we bought the under-the-cabinet television for the kitchen.

The voice asked me questions I couldn't answer. We haven’t received the TV from the repair service yet. I was in a quandary when asked if the product was received unbroken. I was also at a loss when asked to rate various aspects of the service. Silly me thought that if I give the lowest rating available it might be possible to talk to a real person explaining that we have not received the repaired set so it was impossible for me to answer the questions fully and honestly.

At the end of the survey, I was told that I could leave a message to add any further comments. “Good!” I thought. “I’ll explain that I couldn't answer the questions since the survey was made too early.” After I was prompted to begin my message, I started to explain only to be interrupted by a recorded voice telling me that the message thingy was experiencing technical problems and I would be unable to leave a message. Irony? Perhaps they didn’t like all my negative feedback and didn’t want to hear anymore. Honest, Target, I was just trying to explain.

I received an email this morning telling me the TV would be delivered on the 18th. I wonder if they will call again. My first suggestion will be to change their first question on the survey to “Have you received your product from the repair service?”