Recently, I encountered a frustrating experience with a well-known computer manufacturer’s customer service after my laptop’s display hinge broke after only two years of light use. What was a simple hardware fix that could’ve been resolved with a parts order and sending my laptop back to the local repair centre turned into the most frustrating ride on the customer service carousel.
I found myself on a seemingly endless loop—being passed from one representative to another, each asking the same questions and offering no solution. Days turned into weeks, and my laptop remains broken.
After scheduling the laptop repair, I received an email with complicated packing instructions and a waiver for damages during transportation. The repair process would take SEVEN business days. What a farce!
It turned out that instead of sending my laptop to my local repair centre, the customer service representatives had arranged for my laptop to be shipped interstate to their sub-contractor for repair. Not only did I not have the time and material for packing, I was not keen on my laptop being bounced around the shipping conveyor belt and trucks. So, on the customer service carousel again I went to request a local repair.
After speaking with five different customer service representatives over three days, I was finally able to schedule a drop-off for my laptop at the repair centre, which is 15km away from my house. They assured me that the repair would only take one hour.
My laptop is finally booked for repair next week, so this issue is ongoing. It has been incredibly frustrating, especially realising that fixing my laptop would only take an hour.
What struck me wasn’t just the lack of resolution but the overcomplication of what should have been a straightforward process. At each step, I was told the issue had to be escalated or handed off to someone else, creating confusion and frustration. The lesson here?
Complexity doesn’t always equate to effectiveness. In fact, in many cases, it does the opposite.
When systems, processes, or customer interactions become overly complicated, it leads to inefficiency, erodes trust, and leaves customers feeling undervalued.
Oftentimes, simple problems require simple solutions.
We might be business owners or entrepreneurs. But essentially, we’re all in customer service. Clients and customers don’t want to be passed around. They want their problems solved—quickly, effectively, and with as little friction as possible.
Ultimately, it’s not just about fixing an issue but how you handle the process that builds loyalty. The easiest solution is often the best one. Keep it simple, and your customers will thank you.
