The Death of Customer Service...

[BunnyHardaway]

Re: The Death of Customer Service...

Nah I got PSVR Friday so I've been quite busy playing it. I've made my arguments here already, any more and it's just pointless to continue to make the same arguments again and again.

Besides, the point of this thread was never this specific incident but rather the fact that most people expect customer service to be horrible and they put up with it.

In that sense I feel like my point has completely been made by the fact that so many of you choose to focus on my actions while giving the business a complete pass.


Sent from my iPhone using Tapatalk

As someone who worked in retail during school, and as others in this thread have stated, you're much more likely to receive good help if there's some reciprocity shown as far as respect and attitude.

[SmashMan]

Re: The Death of Customer Service...

Besides, the point of this thread was never this specific incident but rather the fact that most people expect customer service to be horrible and they put up with it.

In that sense I feel like my point has completely been made by the fact that so many of you choose to focus on my actions while giving the business a complete pass.

Didn't many people comment on how polite and helpful this rep was with you? Still not sure how that is actually an example of either bad customer service or proving your point by giving them a pass.

You were looking for a reason to fight (for lack of a better word) from the moment you started the conversation with "did you find the request and it's just not done yet or did you not even find the request?" and it's everyone else's fault when they point out how poorly you approached this? That's stupid.

[ODogg]

Re: The Death of Customer Service...

I don't think you really had a valid point and from reading this thread it doesn't sound like many empathize with you.

It's not their customer service you don't like, it's their policies and procedures.

it's their customer service that is at issue, not their policy. They admitted they erred. I dont' like the fact that their agent input an incorrect ticket and then when asked about it, they asked me to correct it instead of them correcting their own mistake.

Could I have been nicer? Sure, but that's besides the point. The point is that regardless of how nice I was they should fixed the situation without me having to demand it.

[ODogg]

Re: The Death of Customer Service...

As someone who worked in retail during school, and as others in this thread have stated, you're much more likely to receive good help if there's some reciprocity shown as far as respect and attitude.

I completely agree, that is why if you read the chat although I'm demanding I also say please and thank you. I was definitely angry here but again, that is no excuse for them dropping the ball and asking that I fix their mistake.

And yes, I know a lot of you disagree with me in this particular situation, but again, this is not a thread about my particular issue, this is just an example of a symptomatic problem in customer service, that when you ask for assistance companies tend to just want you to go away and don't really care to go out of their way to try to actually help you.

[ODogg]

Re: The Death of Customer Service...

Didn't many people comment on how polite and helpful this rep was with you? Still not sure how that is actually an example of either bad customer service or proving your point by giving them a pass.

Let me bring clarity to why it is bad customer service.

1. AT&T filed the wrong ticket for me.
2. When I asked about it they admitted they made a mistake.
3. They then didn't want to fix their mistake and asked me to fix it.

Doesn't matter if the rep was nice and I was mean, those are the facts.

You were looking for a reason to fight (for lack of a better word) from the moment you started the conversation with "did you find the request and it's just not done yet or did you not even find the request?" and it's everyone else's fault when they point out how poorly you approached this? That's stupid.

Your opinion. Here's how I see it...I was not looking for any sort of debate or argument. I was looking to have AT&T do what they said they'd do when I spoke to the first customer service rep and get my phone unlocked on 12/9. the fact that the rep incorrectly input the ticket and then the 2nd rep wanted to seem to act as if I should just fix their mistake and start over again is what changed the tone.

Also, my comment inquiring about whether or not the rep found my request was a legitimate question not an attempt to be snarky to the rep. From the agents response to my query it seemed to me as if she was saying there had been no unlock request filed.

[ODogg]

Re: The Death of Customer Service...

This is on the customer, you just don't want to admit you're being lazy and want to complain. Also, chat services are a terrible way to try to get service or solutions. Call and talk to a human.

Horrible idea, calling leaves you without any record of what was said. And I use Amazon chat all the time resolve issues with their orders and have never had one iota of problem.

Not being lazy in the least, i followed up my initial chat with a second chat to verify they had my issue on track to resolution. It's a good thing I did the followup too because if not the phone may not have been unlocked on 12/9 like they had promised.

I'm looking to complain? Nope, I actually had given the first rep a 10/10 on the survey and gave him major props in the comments section. I can post that chat if you guys like.

I call it how I see it, if a company and a person gives me great customer service I am the first to give them props and "report" them to their manager for doing a good job. But I'm also going to do the same when a company fails.

That's the problem as to why most customer service is so crappy, the majority of people complain to their family and friends when they have issues instead of speaking up and letting the company know so they can correct their issues.

[dsallupinyaarea]

Re: The Death of Customer Service...

10+ people from all different regions of the country and all different walks of life see it one way, you see it the other and you think you're in the right?

[ExtremeGamer]

Re: The Death of Customer Service...

Horrible idea, calling leaves you without any record of what was said. And I use Amazon chat all the time resolve issues with their orders and have never had one iota of problem.

Not being lazy in the least, i followed up my initial chat with a second chat to verify they had my issue on track to resolution. It's a good thing I did the followup too because if not the phone may not have been unlocked on 12/9 like they had promised.

I'm looking to complain? Nope, I actually had given the first rep a 10/10 on the survey and gave him major props in the comments section. I can post that chat if you guys like.

I call it how I see it, if a company and a person gives me great customer service I am the first to give them props and "report" them to their manager for doing a good job. But I'm also going to do the same when a company fails.

That's the problem as to why most customer service is so crappy, the majority of people complain to their family and friends when they have issues instead of speaking up and letting the company know so they can correct their issues.

How many issues do you have if you contact Amazon chat "all the time"?!

You really think chat gives you a paper trail? A company could say they don't have a record of your chat and you could easily edit the chat log to prove you're in the right. By calling, you're speaking to someone who can emphasize with you and work through the issue faster than them laughing at your chat log and knowing how upset you're getting but can't do anything about it.

[ubernoob]

Re: The Death of Customer Service...

You're really doubling down on this?

[Fresh Tendrils]

Re: The Death of Customer Service...

it's their customer service that is at issue, not their policy. They admitted they erred. I dont' like the fact that their agent input an incorrect ticket and then when asked about it, they asked me to correct it instead of them correcting their own mistake.

Could I have been nicer? Sure, but that's besides the point. The point is that regardless of how nice I was they should fixed the situation without me having to demand it.

But you didn't even need to demand it. You didn't even give them a chance to "fix" anything. You got pissy right off the bat. All you had to do was explain that you had tried doing it yourself previously, but were unable to do it and that was why you contacted their customer service. You got totally bent out of shape when she (most likely) followed protocol and supplied you with the link to submit the request.

Yet, in the chat, you claim you have no idea how to unlock it. So, not only are you ordering her to do things, but you act incredulous when she asks you to submit the claim. Who knows what might have happened if you had done that. Perhaps you would have gotten it resolved within the hour, but you were unwilling to do anything other than get hung up on if the previous customer service rep had put in a Case # or a Request #.

I do not see where she needs to apologize. She could have, but honestly why would she? Especially to somebody that was being hostile. Yes, there seems to be some confusion on terminology, but I don't see how you were inconvenienced whatsoever here. As far as I can tell from the chat your phone was still on scheduled to be unlocked on the anticipated date that the first representative told you (which as I want to point out was never promised as you claim in the chat).

And just because you say please, thank you, yes ma'am, no ma'am doesn't mean you're not being a rude ****er.

There are PLENTY of examples of terrible customer service, but a customer getting bent out shape over a minor mix-up is not even close. I have to applaud her for not reciprocating your tone and hostility.

[kehlis]

Re: The Death of Customer Service...

That's the problem as to why most customer service is so crappy, the majority of people complain to their family and friends when they have issues instead of speaking up and letting the company know so they can correct their issues.

So who did you speak with at the company that can spark a change regarding your perceived issue??

As far as we know it's no one.


And this paragraph is incredibly ironic since it's literally the exact same thing you just did (unless you think anyone on OS can make a change with their support).

[SmashMan]

Re: The Death of Customer Service...

Let me bring clarity to why it is bad customer service.

1. AT&T filed the wrong ticket for me.
2. When I asked about it they admitted they made a mistake.
3. They then didn't want to fix their mistake and asked me to fix it.

Doesn't matter if the rep was nice and I was mean, those are the facts.

Nope, she didn't ask you to fix the mistake. She asked if you had tried unlocking on your own, you said you didn't know how to, so she provided a link that explains how one would do this on their own.

How many issues do you have if you contact Amazon chat "all the time"?!

I thought the same thing.

[Bellsprout]

Re: The Death of Customer Service...

Here's the thing about people in retail and customer service that you don't seem to realize, man: They're also human beings.

A lot of people forget this. When I worked customer service at Target there were people who were nice to you, and people who threw human decency completely out the window. There are people who respect that your job is hard and you get paid almost nothing, and there's people who view you as a peasant to do your bidding.

You appear to be the latter. The kind who, if I've dealt with you before, when you walk in I'm already in a bad mood because I know you're going to be difficult.

Let's review some of your chat with Sandy and see where you ****ed up, shall we?

Sandy: Shaun, can you tell me when you submitted the device unlock request/
Sandy : ?

SHAUN : yesterday
SHAUN : i have a copy of the chat log, spoke to HAHREMM
SHAUN : did you find the request and it's just not done yet or did you not even find the request?

Give her a ****ing second man. You just started and you're already trying to escalate the situation. She's here to help you and instantly you're jumping down her throat demanding answers and lobbing chat logs I'm sure she already has at her.

Let's continue.

SHAUN : Shaun Hough
SHAUN : Shaun Hough is the first and last name of the account owner, that is me

You probably lost me up top if I was your rep, but you definitely lost me here. You're talking to her like you're dealing with a 5 year old at this point. She's a ****ing adult, man. Treat her with respect.

SHAUN : I need this unlocked today, I'm selling this in the morning
SHAUN : so is a case that Hahremm going to get it unlocked by the morning? I'm having a buyer come and get it and it needs to be unlocked by 12/9 as Hahremm promised it would be
SHAUN : hello?

Two things here. She doesn't care about your sob story yet. You've already burned up your goodwill. Second, "hello?"? Again. Give her a second. She's trying to fix a problem with you via a ****ing text chat. You don't know what she's doing on the other end. She could be working her *** off over there.

Sandy : Shaun, did you attempt to unlock the device on your own?

SHAUN : no, i'd have no idea how to unlock it

http://lmgtfy.com/?q=unlock+at%26t+phone

At least try.

Sandy : ok, you will need the phone number and the imei and the first and last name of the account owner (you) and your At&t passcode. The website for customers to unlock their device is: www.att.com/deviceunlock

SHAUN : why would I need to do that, i've already spoken to your customer service and they took care of it, that shouldn't be on me, it's your mistake

Ohhhh man. Oh I'd be livid. She told you how to do it. She gave you a link. She basically fixed your problem for you and you get snotty with her? Because it requires a little bit of work on your part?

SHAUN : No, you fix your error and unlock it, I pay you guys $200 a month and quite frankly I spent 20 minutes talking to a guy yesterday and I'm not going to go off on my own and create a case, i've already done my part, it's up to you to do yours

Again, long past the point of caring about your sob stories. And you didn't do your part. She just told you what you can do and you blatantly told her to do it.

SHAUN : then fix it, submit an urgent unlock request to get it done
SHAUN : your agent made the mistake, not me
SHAUN : I am not opening a new request, first of all I shouldn't have to because AT&T made the mistake and opened up the wrong ticket, and secondly if I do it won't be done in time by tomorrow, which is when your agent Hahremm promised that it would be completed
SHAUN : If you cannot do it then please transfer me to a supervisor and I will speak to them

Yeah. Yell at her. Treat her like ****. If that's what makes you feel better I guess.

Anyway.

Dude, treat people in customer service with some ****ing respect. They're human beings too. If someone ever talked to you the way you talked to that poor lady, you'd ****ing hate them. And rightfully so. The golden rule, man. It's not just a saying, you should actually use it.

[ubernoob]

Re: The Death of Customer Service...

I wonder if everyone else in here has had decent experiences with customer service because we actually treat them like human beings...

[BunnyHardaway]

Re: The Death of Customer Service...

I wonder if everyone else in here has had decent experiences with customer service because we actually treat them like human beings...

I just go to Chick-fil-A because they have to be nice

As a serious aside though, those people have me feeling like I own the entire poultry industry when I'm in there.