The Death of Customer Service...

[ODogg]

Re: The Death of Customer Service...

I'd say this is a case of bad customer behavior and not bad customer service from the company. Being a dick to a customer service rep (who wasn't even the one responsible for your issue at hand, and who offered a solution) is terrible behavior and reeks of entitlement.


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I only became less than friendly when the agent tried to push the responsibility for fixing the issue upon me when it was admittedly their mistake.

And yes I am entitled to customer support when I pay a lot of money for a product.

I am also as much of an angel or a devil as the person I am working with. If they are friendly and try their best to help me then I am the same way but if they try to simply get off the phone (or in this case chat) I am going to call them on their bs.

Again, I think you guys are missing the point. They made a mistake, then tried to act as if they just didn't give a crap and I could go fix it myself.

If the agent had done their job and read the original chat log which they have access too she would have seen I had already tried using the website.

But she didn't, because why do anything extra when you can just do the bare minimum to get someone off the phone/chat?

[ODogg]

Re: The Death of Customer Service...

Total BS. If that were true you would have said that and not this:

Because I always try it first in order to avoid having to contact these people. Once I tried it and it didn't work I contacted them via chat.

That reminds me of a similar situation with my recent purchase of the Sony PS VR which turned out to be defective. I worked for 3 hours on trying to get it to work and ended up, as a last resort, calling them.

Contrasting them to AT&T thought it couldn't have been any different. My call was answered within one minute or so, the agent was beyond friendly and worked with me to help figure out how to fix the situation until all options were exhausted.

Finally she set me up to return the product and I got off the phone feeling like I really liked Sony.

Now that is how you do good customer service. You take a problem and turn it into a positive experience. You don't take a problem, shift blame and try to avoid responsibility.

Kudos to Sony, but the phone industry, except perhaps T-Mobile from what I have read, is nowhere near that level of service.

[ODogg]

Re: The Death of Customer Service...

The point is whether or not I was a dick (and admittedly I did get pissy because of their responses) the idea that customers should just fix everything on their own when you're paying a recurring charge is laughable.

Honestly, although I did try to unlock the device before initially contacting them, some people may not even want to even try to do that and the ability to contact customer service, whether its on chat or phone, is something that they should take seriously and offer support for.

Customers servicing themselves is great when it works but it should never be a replacement for human interaction.

[ubernoob]

Re: The Death of Customer Service...

Another year, another ODogg story.

[ODogg]

Re: The Death of Customer Service...

Another year, another ODogg story.

One of these days I'll write a book

[LowerWolf]

Re: The Death of Customer Service...

What am I missing here?

The original guy said it would be unlocked Dec. 9. Today is Dec. 8. So don't they have until tomorrow to meet what they told you?

[ubernoob]

Re: The Death of Customer Service...

One of these days I'll write a book

Make sure you title it "I'm a terrible consumer and will never realize it."

[kehlis]

Re: The Death of Customer Service...

Because I always try it first in order to avoid having to contact these people. Once I tried it and it didn't work I contacted them.

More BS. You shared your transcript with us and in that transcript you said you have no idea how to do it.

And by BS, I mean lies.


None of this even adds up and you're just digging yourself deeper.

[Bellsprout]

Re: The Death of Customer Service...

If you want results you have to #DoTheWork man. Nobody will do it for you.

[VTPack919]

Re: The Death of Customer Service...

I agree with the Pokémon.

You were given the option to do the work, seems pretty cut and dry.


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[Speedy]

Re: The Death of Customer Service...

So while I appreciate the idea that companies set up ways for us all to self service online, it should not be the be-all end-all way that companies promote customer service. Until we consumers speak up and demand we get customer service we will continue to see very little improvement. Call these companies to task. We don't pay all of these huge monthly fees for just the product, it should be backed up...

What are some examples you may have of bad customer service and what, if anything, did you do to try to get a resolution?

I most recently had to deal with a retailer's customer service and was blown away.

Spoiler

http://www.operationsports.com/forum...postcount=2854

Anybody ever dealt with Jet.com?

I bought a Samsung 55" 4K TV (UN55KU6300) for $593.21 total (no tax or shipping) on Black Friday. I got the TV today damaged from FedEx...thing has a hole on the side and the actual TV has a dent in it.

I called Jet.com's customer service line (which is moderately funny with jokes while you wait) and talked to a lady who was really nice; she setup the return for me, told me my account would be refunded once they receive the TV from FedEx and if I choose to reorder, call back and they'll honor the same price. I have another item that's being delayed by the merchant due to weather issues and she explained the situation and the timeline I can expect it to get there and what Jet.com is doing in the meantime. The lady was so nice I actually asked to speak to her boss to comment on her, since genuinely nice people in customer service can be a rarity and more so, you never hear customers compliment customer services workers.

Anyways...first time I've purchased from them and I am very well pleased.

A company's customer service usually has encountered EVERY single issue so when I'm calling, they have a protocol in place to help me. I've found it's not useful to scream at a customer service agent (since s/he didn't do me any wrong but is there to help)...rather, be kind & courteous, explain the situation and allow the person to do their job.

I was in customer service for a couple of years during/after HS...kehlis is absolutely correct - I was more apt to do above/beyond and help somebody courteous and respectful versus somebody chewing my head off for something I didn't even do. The primary objective in my mind was to get an angry person out of my face versus helping try and solve the problem and possibly be proactive too.

[PVarck31]

Re: The Death of Customer Service...

I can honestly say that I rarely get terrible customer service. Verizon has been great every time I've needed them. Although it sometimes takes talking to a few people. Time Warner cable has been awesome. They have gotten me new promo packages every time my current one's end. Sony has been good, as has Target.

The only real issues that I ever had is at Walmart. There have been a number of times I've had questions - mostly in electronics - where the employee had no clue what I was talking about and that's because Walmart tends to put people in departments they know absolutely nothing about. Which is stupid, but its walmart and I don't expect good customer service there.

[ubernoob]

Re: The Death of Customer Service...

The only real issues that I ever had is at Walmart. There have been a number of times I've had questions - mostly in electronics - where the employee had no clue what I was talking about and that's because Walmart tends to put people in departments they know absolutely nothing about. Which is stupid, but its walmart and I don't expect good customer service there.

Incorrect.

The correct course of action is asking for the manager and then throwing a fit. When that fails, then you go above the store manager's head and talk to the area manager. After you talk to the area manager, you then write your Attorney General.

When that is all said and done, you then go to Dr. Phil and he will fix it for you.

[kehlis]

Re: The Death of Customer Service...

Incorrect.

The correct course of action is asking for the manager and then throwing a fit. When that fails, then you go above the store manager's head and talk to the area manager. After you talk to the area manager, you then write your Attorney General.

When that is all said and done, you then go to Dr. Phil and he will fix it for you.

You skipped the BBB.

[ubernoob]

Re: The Death of Customer Service...

You skipped the BBB.

That explains why my actions always fail.