Today's Rant - Poor Customer Service

CarolinaHound wrote:Yea, it's really going down hill. And what really tells me I'm going to get lousy help is calling and hearing that stupid recording. Ten minutes of pressing buttons and/or repeating my name and address to a machine, holding for ten or twenty more minutes just to find out I need to call another number to an Indian dude that I can't understand.

PaulM wrote:Interesting topic... especially since I am one of the people you, eventually, get a hold of when you call in for service. (company name withheld)

Here it is from "the other side of the phone"

1. Know why you are calling.
2. You do not know everything... if you did you wouldn't be calling.
3. Let the rep do their job.
4. The customer IS NOT always right... listen, you might learn something.
5. If you call up cussing and insulting the rep you are running the risk of having the call terminated (yes, we can end the call).
6. We don't like the automated systems either.
7. We ask questions to help us understand YOUR issue. Help us to help you... answer the question.
8. We want to help you... NOT hear your life story.

The Ghost Of Yeah Well Fi wrote:Shoot him, CH!

Seriously though, Paul, I appreciate what you are saying, however, I am now going to give you two examples, and you tell me if you think I was given good customer service.

1) The other week I bought a new cooker. Nothing flash, it was about $500, plus a supplement for delivery of the new cooker, connection, then taking your old one away. I paid the money. In advance. I was told that it would usually be delivered with ten days, and that I would get a call to tell me what day, and an approx time. Sure enough, the night before, I got a call. It confirmed that delivery etc would take place between 12-3pm. He arrived at half past ten. Just as well that I was in.

On arrival, the delivery guys told me they couldn't fit it. Why not? Because they were only delivery people, and the engineer should have tied his visit in with them. Except that he hadn't. So they left the new appliance here, and the old one, and off they went. They didn't even remove the packaging from the new one, let alone anything else.

The engineer did arrive. Several hours after the delivery guys, which meant I had to accomodate another day of my time to let them come back and take the old one away. He was one rude fecker. He refused to leave his van and come up, because he was scared that he would get a parking ticket. Hey, I hate to be picky, but shouldn't that be his and his companies problem, not mine, esp when there is a free car park, mins along the road? My g/f, she ended up (being soft that she is), agreed to go downstairs, and literally stand in minus temps, so that she could play lookout for his van.

Pathetic, imo

2) Which brings me to Royal Mail. They have a service called Royal Mail Special Delivery. This is the idea. I want to send you something which is guaranteed for next day delivery, before a specific time.

The service costs more, about $12, but at least it is 'guaranteed', and you get a track and trace number, so that both parties can keep abreast of where the parcel is.

Now, a couple of weeks ago, a fella sends me LIVESTOCK through the post, using this service (all totally legal, btw).

It was due to arrive at 1pm or before, on a Wed.

Wed came, as did 1pm, and nothing.

I went online, put in the track and trace number, and to be surprise, it told me that the item had been 'successfully delivered'.

Except that it hadn't.

Following many frustrating calls, I was told that there was nothing they could do about it for five days, even if it meant the animal dying. This happens a LOT with this service. That to me was unacceptable. The following day I rang back, and managed to get someone HONEST on the phone.

He was at least good enough to admit that the 'system we use is a joke', he went on to admit that 'no attempt has been made to deliver this, Steve', and that the package was sitting in a freezing cold depot, which I then had to take my time out, and three buses to go collect.

These examples are not a one off, mate, and, imo, there is too much inefficiency, esp from the larger companies, and this level of ineffieciency is what I find unacceptable.

Steve

Big Slick wrote:Paul, being a CS rep, I'd really like to hear yor take on the link I posted earlier from Verizon.

The Ghost Of Yeah Well Fi wrote:

Re the livestock.

No.

Not a cow.

I keep inverts.

Scorpions, Tarantula's, and various other 'exotics'.

Hmm. Livestock, but not a cow, yet other exotics? Like sheep?

The Ghost Of Yeah Well Fi wrote:Lol.

A sheep isn't very exotic.

I have kept trap door spiders, praying mantids, assasin bugs, you name it, I've had it.

*Apart from the sheep*

jigglepete wrote:Great, thanks a lot...After that exchange, I think I need to change my undies...And I'm at work...

CarolinaHound wrote:

Old Timer wrote:My only question would be, how could any creatuare as intellegent as we seem to be, actually be so stupid at the same time?

The Ghost Of Yeah Well Fi wrote:

Old Timer wrote:My only question would be, how could any creatuare as intellegent as we seem to be, actually be so stupid at the same time?

Is a sexual deviation toward animals actually 'stupid' though?

It might be many things, but I would not have thought 'stupid' to be one of them.

The Ghost Of Yeah Well Fi wrote:Believe it or not there are people who love their pets.

I don't mean love them.

I mean lurrrrrrrrrrve them.

In a bad way.

The human species truly is a curious one, huh?

Big Slick wrote:Paul, being a CS rep, I'd really like to hear yor take on the link I posted earlier from Verizon.