The arrogance of Fotocats (a.k.a. The Digital Experience, a.k.a. Digital Expert) Sandton

This visual accurately captures what I feel has just been done to me.

I was reared career-wise in the world of retail in the 1970’s in the then 9-storey one full city block of South Africa's 'Saks of Fifth Avenue' - John Orr's. As junior management, we were taught to be polite, attentive, responsive and genuinely interested in customer needs and to follow through on enquiries and requests at all costs. Maybe Fotocats in Sandton Square Johannesburg (011 784 1925) could take a leaf or two out of that retail Bible.

Last year I did business with them in the form of a Sony notebook computer purchase. The experience was so laid-back and ‘Cape Town’ in terms of disinterest that when I needed to replace the notebook with it’s newer sibling this year for reasons of multi-media power and processor speed, I did the deal through the charming and helpful young Mmathapelo at Incredible Connection in Rosebank. With notebook weight being a major consideration for me, she unplugged everything and popped the machine, with battery attached, on to their mailing scale to give me the exact weight. That’s a good example of going the added mile.

Two days ago, when I called Fotocats Sandton specifically at the suggestion of Sony South Africa to get a price on a notebook port replicator (docking station), first I was told that Ross, the person recommended, was not available, then that he was with a customer. Then I was told that if I wanted to buy a port replicator (value some R 2 000) I’d have to come in, pay a 50% deposit and only then would they order it. Interesting…the customer is assumed to be a crook and untrustworthy. Forget the fact that he bought the (with accessories) R 20 000 machine from you a few months ago. I had to push to have my number taken so he could call me back. He still has not done so.

That’s not a first experience of this sort of retail arrogance from Fotocats in Sandton. I've at least twice before experienced being told to call back because ‘everyone’s busy’. Huh? Business must be PHENOMENAL when you effectively tell a customer to go take a hike rather than have someone call them back. I left a message for Gavin Katz, who I understand is the MD of the group, to call me back to explain how this is acceptable retail sales policy. I also e-mailed him. His reply (received 24 hours later) is underneath. If I was unlikely to do business with them based on a consistently crappy experience, you can bet your life that this response has turned that into a certainty. My retail Ancestors must be spinning in their graves...  Have you ever been asked by a retailer to put down a deposit before they'll order an item for you? I certainly haven't. I thought retail was about customer retention and relationship building. But then what the hell do I know.

Just for the record, I didn't 'threaten' anything. I attached the article above and said that I was going to publish it in a variety of media but wanted to give Gavin the chance to comment. I think reporting on this sort of dismissive behaviour is indeed in the public interest. Regardless of whether it's experienced at the hands of a global monopoly or a 'Mom & Pop' operation.

Hi Clive Simpkins ,

I have just returned from an overseas Business trip, The reason I am replying to your mail a bit late, is that I have been liquidating over a R 1 000 000-Rand  worth of stock at our Orange  Grove outlet. We had a auction without reserve. Amongst the stock the remaining stock is tens of thousands of Rands of order in stock for Customers that was not collected . We are  currently implementing a point of sale system which should be online within 120 days. When this is up and running you will be able to order non stock items on-line . Until this system is fully operational my employees are unable to place orders without my signature. Or a meaningful deposit. This is certainly not uncommon practice in retail. I am sincerely sorry for your frustration . We at Cats Digital continually strive for the most efficient delivery in the Specialized retail industry. Our stores carry the latest products available in our industry we have the best trained staff in our industry and remember we are currently running a RETAIL Service . Our Telephone and on-line services will only improve once we have moved off the manual systems  and onto electronic systems. When you threaten me with negative media please compare my service and retail offerings with my opposition . A statement I always Quote is “ We are THE BEST OF THE WORST “. If ESKOM can not supply enough Electricity and the Police Security. There are better things to do than threaten negative publicity for a family run Business that has been built up from a insolvent company 15 years ago. Into one of the most successful electronic retailers in S.A , Who has had to fight the major listed chains in the industry for years. Please understand our industry is tough and aggressive and any policy s are made for the continued success of our business and we will always be striving To improve our service .

Regards

Gavin Katz

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Related Tags: Service, Customer-service, Courtesy, Attitude, Marketing, Retail, Relationships, CRM

Comments

[chris]

15 Sept 06 Did this promise of on-line system ever happen?
"We are currently implementing a point of sale system which should be online within 120 days"

[Clive Simpkins]

Chris, absolutely dunno.

[Sue]

Read your page
and am amazed that you have the time to engage in such a trivial issue Just wanted you to know that for 1 unhappy customer such as youself foto cats / cats digital which by the way was around when your ancestors were in business
have 100's of happy customers which you are welcome to contact I have to log off as I happen to be busy but before I do that I just wanted to ask you what the reason is that john orrs has been forgotten by most and foto cats/ cats digital
is still around would you not agree that they must be making a substantial amount of people happy if you dont please feel free to contact me via email and i will send you contact details of as many people as you request
post this on your blog Im sure you have the time.....

[Sue]

Please be so kind as to answer Chris on your comments that YES the point of sale system has been implemented...............

[Kyle]

After reading the reply you received from Gavin, it starts to become obvious why service levels in South Africa are so low. A company should strive to provide the best service possible. “ We are THE BEST OF THE WORST “ is a ridiculous attitude to have in a retail business. I can understand that sometimes precautions are necessary, but a business should make every effort to assist its customers (especially their repeat customers). This sentimental rubbish about it being a family business etc just goes to highlight their unprofessionalism.

[disappointed]

Is Sue the wife of Gavin? Extremely supportive comments with little objectivity...

[ahmedh]

guess you not alone, when it comes to poor service from foto cats, its almost as if they are doing you a favour when they serve you.