The Death of Customer Service...

[Boltman]

Re: The Death of Customer Service...

and this is why I'm not allowed in Canada anymore.

The Jamal Anderson 'Dirty Bird' eh?

[Scott]

Re: The Death of Customer Service...

Had some guy come into Best Buy, so he purchased an open box tv and it didn't have screws in it, so he comes up to me already pissed off. Tells me that customer service told him that we could just open a new tv box and give him those screws lol. I said, I'm sorry but I can't do that. He says, sure you can, you're just choosing not to. I tell him, I can let him talk to my manager. Long story short, manager tells him he needs to just go to Lowes and get some screws. Good thing is, he did apologize for being an *** to me.

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[L_O_B_27]

Re: The Death of Customer Service...

I've been having an on and off fight with UPS and their lack of customer service.

GF ordered a brand new unlocked cell phone that was supposed to be delivered overnight the next day with signature confirmation. The package was over a day late, and was delivered at 11:48PM at night, while we were asleep and no signature was collected.

We email UPS, and do the online chat, they tell us they'll call us by the end of business that day. That doesn't happen, they don't email us the next day, we got a phone call the day afterwards that involved us being told "You got your package, what's the issue? We're 2 days behind in deliveries and I got 200 more people I need to call." CLICK. I'm sorry, yes I know the holidays are busy, but that doesn't mean you get to pass on crappy service. If you're so busy, from Thanksgiving to New Years pretty much get rid of any guarantee and just tell me if I order it by x date it'll be here by Christmas.

The issue being it was a day late, and the driver didn't follow exact protocol. Plus she told us, that the tracking isn't accurate, there's no way a package was delivered at nearly midnight. So odds are it was delivered much earlier, which we were up until 10:30PM and no package was delivered.

So the next time we had UPS deliver something they made us sign for it even though it was required. I joked to my GF it was because they wanted to compare signatures. Sure enough the next day afterwards I answer the door and it's UPS with another package, the delivery guy berates me for lying about them falsifying a signature, and they compared them and they were a 100% match, and because we complained we will now be required to sign for every package he delivers.




Top one is my signature, bottom one is the one they compared it to for the near midnight delivery.

Called UPS again, and was told the driver will be spoken to again, and we don't have to sign for any package if it doesn't require it. The driver was trying to use the excuse they have the right not to leave a package at their discretion, but that doesn't apply if I'm there to open the door as they drop it off.

It's amazing because USPS and FedEx does such a great job for us, and UPS keeps spitting the bit. We routinely don't get our delivery until 8-9PM.

[kehlis]

Re: The Death of Customer Service...

I wish I would have a driver leave their shipment at times when I can't answer the door even when it requires signature.

Sheesh.

Some of you guys are just making this thread for itself. It's not the death of customer service, it's the death of customer appreciation.....

[NDAlum]

Re: The Death of Customer Service...

I've been having an on and off fight with UPS and their lack of customer service.

GF ordered a brand new unlocked cell phone that was supposed to be delivered overnight the next day with signature confirmation. The package was over a day late, and was delivered at 11:48PM at night, while we were asleep and no signature was collected.

We email UPS, and do the online chat, they tell us they'll call us by the end of business that day. That doesn't happen, they don't email us the next day, we got a phone call the day afterwards that involved us being told "You got your package, what's the issue? We're 2 days behind in deliveries and I got 200 more people I need to call." CLICK. I'm sorry, yes I know the holidays are busy, but that doesn't mean you get to pass on crappy service. If you're so busy, from Thanksgiving to New Years pretty much get rid of any guarantee and just tell me if I order it by x date it'll be here by Christmas.

The issue being it was a day late, and the driver didn't follow exact protocol. Plus she told us, that the tracking isn't accurate, there's no way a package was delivered at nearly midnight. So odds are it was delivered much earlier, which we were up until 10:30PM and no package was delivered.

So the next time we had UPS deliver something they made us sign for it even though it was required. I joked to my GF it was because they wanted to compare signatures. Sure enough the next day afterwards I answer the door and it's UPS with another package, the delivery guy berates me for lying about them falsifying a signature, and they compared them and they were a 100% match, and because we complained we will now be required to sign for every package he delivers.




Top one is my signature, bottom one is the one they compared it to for the near midnight delivery.

Called UPS again, and was told the driver will be spoken to again, and we don't have to sign for any package if it doesn't require it. The driver was trying to use the excuse they have the right not to leave a package at their discretion, but that doesn't apply if I'm there to open the door as they drop it off.

It's amazing because USPS and FedEx does such a great job for us, and UPS keeps spitting the bit. We routinely don't get our delivery until 8-9PM.

When you called to inquire about what happened what did you hope would come from the conversation?

This is a serious question.

[Dog]

Re: The Death of Customer Service...

When you called to inquire about what happened what did you hope would come from the conversation?

This is a serious question.

Gotta be the OP's alt account

[L_O_B_27]

Re: The Death of Customer Service...

When you called to inquire about what happened what did you hope would come from the conversation?

This is a serious question.

Honestly, we hoped for the shipping charges to be refunded because paid for a premium service, and they didn't keep their delivery guarantee.

We honestly hoped the driver would be reprimanded. There's no excuse to be delivering packages that late to a residential area, then to falsify the signature, then to claim that we legitimately signed for the package.

Seriously, we would've been less upset not to get the package versus the how the situation unfolded.

I know the delivery guy doesn't know what is in the box, but to leave a 700$ unlocked cell phone on someones doorstep overnight, without getting a signature, is something that makes me uncomfortable. What if someone in the middle of the night swiped the package? UPS has it on "record" that we signed for it and received it, they'll claim no fault and then unfolds a huge dispute.

The dude was just super vindictive, yes I understand everyone who works for a shipping company is under huge stress this time of the year, it doesn't give you a pass to be a petty jerk, and call me and my GF liars over the signature.

[Fresh Tendrils]

Re: The Death of Customer Service...

Who did you order from?

Whenever I have shipping problems I go back to Amazon or whomever I placed the order with and go from there.

[dsallupinyaarea]

Re: The Death of Customer Service...

I want the kind of free time where I can call customer service to argue AFTER I've received my package and been made whole.

[L_O_B_27]

Re: The Death of Customer Service...

Who did you order from?

Whenever I have shipping problems I go back to Amazon or whomever I placed the order with and go from there.

It was from Cricket.

Cricket claimed that they made sure UPS had the package with enough time to get delivered in the stipulated guidelines.

It was kind of a crappy answer, but to be fair, my GF placed the order, and in less than 2 hours the package was already handed over to UPS, so they had it within enough time to get here by the time it was supposed to.

It was out for delivery an entire day, but never was delivered, and then showed up nearly at midnight the day after.

[NDAlum]

Re: The Death of Customer Service...

Honestly, we hoped for the shipping charges to be refunded because paid for a premium service, and they didn't keep their delivery guarantee.

We honestly hoped the driver would be reprimanded. There's no excuse to be delivering packages that late to a residential area, then to falsify the signature, then to claim that we legitimately signed for the package.

Seriously, we would've been less upset not to get the package versus the how the situation unfolded.

I know the delivery guy doesn't know what is in the box, but to leave a 700$ unlocked cell phone on someones doorstep overnight, without getting a signature, is something that makes me uncomfortable. What if someone in the middle of the night swiped the package? UPS has it on "record" that we signed for it and received it, they'll claim no fault and then unfolds a huge dispute.

The dude was just super vindictive, yes I understand everyone who works for a shipping company is under huge stress this time of the year, it doesn't give you a pass to be a petty jerk, and call me and my GF liars over the signature.

I appreciate the response. That's reasonable to want the shipping charges refunded.

I side with you on this being a legit customer service issue.

____

I just ordered a rug from West Elm and they sent me the wrong one. When I called to let them know I was hoping they'd at least give me a small credit for the inconvenience they're putting me through. They were super nice and will replace the rug and all I have to do is leave the wrong rug in my apartment leasing office for them to pick up.

But now I get the rug a week later. Not huge but I think they would hold me to a penalty if I didn't pay my bill when I said I would pay it, so I think it's fair that on an error on their part they take a small penalty as well.

One thing that bugs me about West Elm's policy...they have a 24 hour price change match. If you ever buy something from there do not buy it at retail price. The past couple months they've had sale after sale.

I bought this mirror at like 20% off and was happy about it. A week later I look on there and it's 30% off. You can get that 30% off...BUT...it's not a smooth process. I didn't want to jump through the hoops to get that 10% so they won this battle lol.

[NDAlum]

Re: The Death of Customer Service...

I want the kind of free time where I can call customer service to argue AFTER I've received my package and been made whole.

Right but they didn't fulfill what they said they would do. It's like when I got my TV delivered but they didn't set it up like I paid for. It's a service I paid for and didn't receive. I think he's in the same boat. Even though he dodged a bigger issue there is still the underlying issue of the driver faking a signature.

It could hurt a potential customer that this guy services in the near future. So having this brought up is something that could positively impact other customers.

[dsallupinyaarea]

Re: The Death of Customer Service...

Right but they didn't fulfill what they said they would do. It's like when I got my TV delivered but they didn't set it up like I paid for. It's a service I paid for and didn't receive. I think he's in the same boat. Even though he dodged a bigger issue there is still the underlying issue of the driver faking a signature.

It could hurt a potential customer that this guy services in the near future. So having this brought up is something that could positively impact other customers.

To be clear, he's in the right. I just don't think every battle is worth pursuing to the end of the Earth. Personally, once I got my package, I'd wave the white flag and move on with my life.

Your TV situation is comparable but, i don't know, I'd be much more inclined to pursue that one given the 4 figure price point on the TV and the risk associated with you having to install it yourself.

I just pick my battles. Maybe that makes me a sucker but it's a lot less stressful.

[ProfessaPackMan]

Re: The Death of Customer Service...

Had no idea that UPS delivered packages that late. The latest I've gotten packages has been like 6:00-6:30ish and I feel like if the package isn't delivered by then(depending on the time of the year)I rather you just wait til the next day to deliver it to me.

Not going to be upset at all if I have to wait another day but I'd rather they do that instead of coming at 10:30-11pm at night.


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[Phobia]

Re: The Death of Customer Service...

Best Customer Service Experience:

Planet of the Vapes (Go to their website if you need to know more of what they sell). Anyway, I bought the Boundless CF vape ($120) and when it came in the usb connection point had a charging issue so I issued a refund. A nice guy then called me and explained this whole situation that they have a batch of next years brand new CFX which comes with a digital screen and other additions I can't include here but all in all it was a $80 step up. He said "How about I issue that refund and send you out one of these instead for you going through this!"

It was one of the nicest, chill, customer service experiences ever.

Worst Customer Service Experience:

I have two of these and several of you guys who read the PS4 forum would know the first one. My PS4 got hacked, guy took control of my PS4 remaotely and gained entry even when I had two factor auth enabled. Dealing with Sony felt like a lost cause, my dog makes bigger decisions(where should I spin and **** today) than these reps are allowed to. So much red tape that it limits the customer service rep from doing anything but frustrate the customer. All in all it got handled but took 10 days or so for my bank account to be refunded the money he stole.

Last one just happened. I love my credit union Advancial, BUT I had the worst experience with one of their loan members. So I went in to get approved to finance a 4 wheeler for hunting season. I told the load rep, I want to finance right around $100 a month so where does that come to total wise. She says $3,000, to which I thought was perfect spot for a decent bike.

So I set out test riding different bikes and finally found one I wanted. Guy says best he will do is $3,200 and I felt that was a fair price so I contacted the rep to see if that would pose any problem to change it to 3,200. Nope no issue at all.

So I go in, get the money, head over and purchase the bike. The rep calls me the next day and says, I forgot to get you to sign some paper work. Ok, no problem I'll be over in a few. When I get there, she informs me the total owed will be $3,485....so at this point I'm lost. WHY??? So she then gives me this run around excuse which I'm still confused of to this day. Because the original amount requested was 3,000 and then was bumped up to 3,200 that they would only cover 90% and I had to cover the 10%. So I'm stumped, it doesn't make a lick of sense to me and the amount now is $200 more than they gave me so I'm just getting more mad since none of it makes sense.

So she then says, let me make a call and see if we can get this removed........PLEASE DO! So quick second she hangs up, its taken care of now no need to worry about it, your total owed is $3,200 even.

So I leave thinking "WTF!" and tell my wife about the whole situation. So the next day(Saturday) I leave to make a hunt and while I'm riding with the 4wheeler in the bed of the truck it hits me....I wonder if I need insurance on the bike, she never mentioned it". So come Monday I head over and ask her if insurance was required. "Yes, its roughly $10 to $15 a month from my experience, just make sure to have it done before X date, if not the bank will add CPI insurance to your note". So I leave thinking, well damn good thing I went in to ask! Next day I call Geico to add insurance and sure enough it was $14 a month, Geico then informed me they would send all paper work to Advanical. At this point I believe everything is a done deal and finished.

2 months later I log on to pay my note and my total went up $190 bucks, so I'm thinking WTF NOW! I call the office and they explain to me CPI insurance of $65 of added and another CPI addition of $125. The rep can't give me an answer on why 2 policies were added and appeared confused. So I tell her, not to worry about it, I will drive down to the office. The same loan rep who never mentioned insurance in the first place, the same one who said it was "around $15" a month, was the same rep to tell me she told me "Full coverage" was required. First of all it was complete lie, second of all full coverage is $55 a month so my little $94 + $14 note suddenly turned into $94 + $55. I was pissed on many levels because of how everything was handled.

Needless to say, nothing can be done about it now. Next time I won't use "Cookie" as my loan rep, I should of known by the name itself it was going to be a cluster ****.