When I call, a human doesn’t answer the phone . . . EVER!
I fall into a vortex of phone menus.
They gather all the information – my account number etc – and when when I finally get to a real person, I have to give all that info again.
The website offers Chat for support . . . but there’s no response when I submit a query.
I go through the whole process of setting up my payment for the thing, I am buying, and the system freezes and tells me to call them.
The tech support people answer a different question than the one I ask.
The person doesn’t speak my language.
They don’t sound or act like they care.
I get the feeling that I am inconveniencing them by calling.
That new piece of equipment has no – NADA – NIL instructions other than the “Easy Setup Guide” which doesn’t work.
They assume I can write code and learn how to use this thing intuitively.
The support website has old information and downloads that require “updates” immediately after installation.
I use the on-line scheduling, so I won’t have to wait . . . and when I get there, I have to wait.
My water glass has been empty for 15 minutes.
The answer: “It’s Corporate policy”
and the list goes on . . .
Here’s what to do with all of this information.
Every time you are disappointed with a customer service experience, provide that company candid feedback and give them a 2nd chance.
If they screw up again, provide the ultimate feedback . . . FIRE THEM!
There are plenty of fish in the sea . . . no point in accepting lousy customer service.
There now . . . This wasn’t a blog post . . . It was a rant, and I feel much better now.
Thanks for listening!
OBTW . . . Don’t let YOUR business provide the above described level of customer service lest your company die on the vine.