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Re: The Death of Customer Service...
I ordered something, there ended up being an issue with the order. I get emailed just after 5pm today(Friday) telling me about the issue and that if I want to resolve the problem that I have to call them.
The issue I have...they're only available Monday to Friday 9-5! So they told me literally at the last possible minute they could on a Friday and now I have to wait until Monday to try getting anything resolved.
And the company's websites order cancellation page doesn't even work, so I cant just cancel my order and shop elsewhere because I have no idea if they'll just let me cancel.Comment
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Re: The Death of Customer Service...
My internet has been giving issues so I contacted the isp. They seemed to think the problem is on my end. They claim the neighborhood is fine, mines is the only one giving problems.
They sent someone to check and for 99% of the service check they didn't spend it on my property(not allowed inside, but they could still check cables on the property), but further down my street fixing the main cables that go to all residents in the neighborhood. So clearly their CS person was making false accusations towards me and claiming their stuff showed no problems in the area.Comment
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Re: The Death of Customer Service...
This one sounds less like bad customer service and more of a tech being able to troubleshoot in real time vs a phone rep checking on the computer.
Did your issue get resolved?Comment
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Re: The Death of Customer Service...
It was a live chat, and they said they did a check from their end and everything was fine. If everything was fine, how did the tech who came not even bother checking my property for anything but instead went straight to the source of the problem? Clearly they knew the issue beforehand.
Although in the past I've had techs come and call to find out what the issue was. So seemsike theres also times where they basically just get sent to a house without even knowing the problem.
They did fix it. If anything, because of the pandemic it's actually made the tech visit better. Rather than them coming into the house, throwing around a bunch of big "tech words" and claiming every problem is within my house itself, they actually had to check the external setup and the lines going around the house and neighborhood. Because of that they found the solution. In a regular visit they clearly wouldn't have found that problem and would make up some reason why the issue happens.Happens way too often. Constantly pointing fingers at consumer rather than think it could be on their end.
Unfortunately they always have to go through the generic scripts like:
"Did you see if the cable is tightly secured?"
"Try unplugging it, wait a minute, then plug it back in"
"Did you make any changes to the setup, location, or configuration of any devices recently?"
Yes, clearly I checked everything or else I wouldn't have voluntarily waited 20 mins in the queue.Comment
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Re: The Death of Customer Service...
My mom had a similar issue except it was with her electrcity. For a long time there were a number of outlets in her house that just woulddn't work or would only work intermittently. She had the fuse box and breakers and anything else in the house that could be checked checked but they could never isolate the issue. Finally it startedd getting really bad, i.e. all the power in the house would go out or random lights would start blinking on and off so finally someone took a look at the transformer on the pole where the wires to her house originate and the casing was all rusted and corroded. So they apparently fixed the transformer (happened while she was at work and it still has the same rusted casing) and she hasn't had a problem since.Steelers : IX, X, XIII, XIV, XL, XLIII
Penguins : 1990/91, 1991/92, 2008/09, 20015/16, 2016/17
Pirates : 1909, 1925, 1960, 1971, 1979
Panthers (FB): 1915, 1916, 1918, 1929, 1931, 1934, 1936, 1937, 1976
Panthers (MBB): 1927/28, 1929/30Comment
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Re: The Death of Customer Service...
I liked my former power company, but it was a EMC. I had a problem similar to take were I was barely getting any power to my house. Almost like an old lightbulb going in and out. I turned the main breaker off and called them and they said they didn't have any reported failures, so I would most likely need to have an electrician look at it and they would reimburse me if it was a problem coming into my house.
They also said they would go ahead and send a crew to double check. 30mins later they found a problem and had to manually switch my part of the neighborhood to a new line as some part was failing. It was interesting seeing them switch it from the box on the ground.
Sent from my SM-G950U using TapatalkComment
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Re: The Death of Customer Service...
I don't contact CS too often, mainly because I know what to expect. But it amazes me how the more of a tech society we live in, the less companies seem to utilize such tech.
During the pandemic, companies get rid of CS, even though they could be work from home jobs. So when sending an email, you'll be in for a long wait for a reply back.
And when contacting them on social media, their only response to me and others is "call customer support" or "call the store directly".
So the one person who is actually working just spends their time directing people from online to the phones? Clearly people are contacting them online for a reason. Nobody likes waiting on the phone for X minutes for someone (with customers having nothing more than the employees word to go by). I'd rather wait a few hours or even a day to get a reply back than wait for 30 mins on the phone to get someone.Comment
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Re: The Death of Customer Service...
CS continues to get worse.
I had an item to pick up, so when I got to the store, I went to customer service. When I got there they were like "we can't help you, you have to call to get someone to help". There was literally nobody even in line or anything there....
Eventually got someone to help, they took my order info, left and that was it.
Another one comes, goes and checks, and vanishes. The first guy comes back, goes to the pickup room, 20 mins go by, they both come out together and literally hand off the package to me and fast walk out of there as fast as they can without even giving me time to check that it's the right stuff.
Luckily it was correct and untampered with, but incidents like this definitely push me more towards online shopping and self checkouts more than anything else. One reason I chose pickup in this instance was because I figured it would've been easier than going through the back to school crowds and finding stuff in the store.Comment
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Re: The Death of Customer Service...
Seems like price matching is getting even worse now too.
Stores have 30 day guarantees where if certain items go on sale after you buy, you can price match it.
Here's the kicker, there's dozens of criterias which makes an item ineligible for this matching, which even means that the store you buy from won't price match themselves half the time.
Or they make it near impossible to do so.
I was trying to price match a video game. First they said they couldn't do so when matching a certain store because "that stores product had an expiry date for the sale"...um yes, that's literally what a sale is. I found another major store which had the item and didn't list an expiry date, and then they're like "the product number is different"...it's literally the exact same game. It's not like I'm buying a TV with a different model number exclusive to a certain store, it's a video game.
I get stores probably want to limit this so they won't "lose" money by making a smaller sale, but isn't this just making them lose more money by not even making the sale in the first place?Comment
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