Ebay and Oppo Case Study

Part A: Satisfying Service Incident

A.1 Service Incident Description

One particular satisfying incident that I have experienced was when I created an eBay account for the first time using my mother’s email to purchase a pair of LED drumsticks on around the date before 17th June 2015. It is an online platform which allows customers to purchase products online. The type of the service is ecommerce. My father helped monitor the purchase during the incident.

A. 1.1 Circumstances Leading to Incident

In June 2015, I was studying in Inti International Nilai University and was scouted to be a participant for a pageant competition known as Orientation Night or called Mr & Ms Inti. The competition itself broke down into few categories to test our talents and skills which consist of few titles such as Ms Talent, Ms Photogenic, Ms Charity and etc. I have a talent which is playing drums and I wanted to have a new special LED drumsticks. So, I surfed the net and found there is available stock for the drumsticks that I wanted on eBay. It was my first time buying online but I contacted the seller right away on eBay through simultaneous e-mail because of the urgency for the competition and so that I could showcase my talent with it. I ordered and made payment through regular mail on eBay with normal delivery which comes with no tracking number.

A. 1.2 What Occurred During the Incident

Unfortunately, the stock did not arrive or delivered to my university even after few weeks. I was frustrated, nervous and afraid as I kept checking at the university post office. I have practiced almost every day and well on my drums but without the drumsticks I have ordered. The product may have gone missing or stuck at some places. The competition was getting nearer and I still have not receive it. I panicked when it left only four days until the competition. I was mad and worried, straight up went back to my eBay account and made an upset complaint about the very late delivery of stock to the customer service through live chats provided on the platform.

A.1.3 What Made the Incident Satisfying

To my surprise, as I thought it could not be helped, the customer service replied with sincere apologies and promised to deliver another new pair of drumsticks for free of charge with tracking number however I still need to pay for delivery fee. I was relieved to hear that and thought to myself I should trust them. Fair enough, another new pair of drumsticks used two days to arrive at my university and I was super happy and relieved. Making the service better, it is also an added feature of LED drumsticks which is Neon light. I was even happy and satisfied when the first one I had ordered came just after a day of the new pair. So in the end I had two pair of new LED drumsticks which one of it was free of charge. It is quite expensive because it was 100 US dollars for one pair. Finally, I am indeed happy and their right response in customer service saved me just in time for my competition. I won Ms Talent 2016 for the competition.