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customer service expectations

post #1 of 14
5/23/10 at 7:37pm
Thread Starter 
I'm starting to wonder if I'm just an asshole customer, or if customer service is really just that horrible these days.

1) when I call for tech support because you are not providing a service, do not try to upsell me BEFORE you have fixed the service that I am already paying for.

2) when I send an email to you requesting a document be sent to me, don't say "I'm having computer problems right now, call us tomorrow and we'll try then" Your computer obviously works, you just emailed me back. Even if it doesn't you read my email, write yourself a note and handle it tomorrow yourself. You are an adult, you don't need me to walk you through the process of stuffing an envelope.

3) don't act like it isn't your problem that services aren't working when I call. I don't give a damn which department you want to blame, you are all the same company to me. It is your problem not mine.

4) When I call to ask for a piece of information about my account, don't ask me why I need to know that, just give me the information I requested. I don't appreciate being transferred over to sales and waiting 20 minutes to get that information that you could have given me in 2 minutes.
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post #2 of 14
5/23/10 at 7:38pm
Sounds like you had a bad experience??
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post #3 of 14
5/23/10 at 7:42pm
Thread Starter 
3 different companies represented in that list. So 3 experiences I was not happy about having.
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post #4 of 14
5/23/10 at 7:55pm
I had an issue with my DSL a few times via Verizon and whne I call and I am on hold for "DSL tech assistance", the recording says that I should try verizondsl.com(or something like that) for troubleshooting tips!!!
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post #5 of 14
5/24/10 at 8:43am
I ordered a pair of Allen Edmonds from Nordstrom the other day in store so I wouldn't have to worry about returning them if there was a size (or any other) issue. They tell me its going to take 3-4 weeks. They ask me to provide them information hand written on a piece of receipt paper and that they'll add in the information in and order the shoes. Paranoid, I go in about a week an a half later to make sure the order was placed. I'm told that its a special order and that there's no way to trace it, but I am assured that the order was placed.

This sound like some odd shit to me.
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post #6 of 14
5/24/10 at 10:42am
Quote:
Originally Posted by Slopho View Post
I ordered a pair of Allen Edmonds from Nordstrom the other day in store so I wouldn't have to worry about returning them if there was a size (or any other) issue. They tell me its going to take 3-4 weeks. They ask me to provide them information hand written on a piece of receipt paper and that they'll add in the information in and order the shoes. Paranoid, I go in about a week an a half later to make sure the order was placed. I'm told that its a special order and that there's no way to trace it, but I am assured that the order was placed.

This sound like some odd shit to me.

your sales associate wasn't around to follow-up?
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post #7 of 14
5/24/10 at 11:07am
Quote:
Originally Posted by JohnGalt View Post
your sales associate wasn't around to follow-up?

Nope. The guy didn't inspire confidence either. That's why I went back to double check. When I went back the other associate told me it could take longer than 4 weeks. I just want a pair of Sutters, it seems they're not sold in any store.
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post #8 of 14
5/24/10 at 11:23am
Quote:
Originally Posted by Slopho View Post
I ordered a pair of Allen Edmonds from Nordstrom the other day in store so I wouldn't have to worry about returning them if there was a size (or any other) issue. They tell me its going to take 3-4 weeks. They ask me to provide them information hand written on a piece of receipt paper and that they'll add in the information in and order the shoes. Paranoid, I go in about a week an a half later to make sure the order was placed. I'm told that its a special order and that there's no way to trace it, but I am assured that the order was placed.

This sound like some odd shit to me.

That's annoying. Isn't Nordstrom supposed to be all about customer service, too?
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post #9 of 14
5/24/10 at 12:25pm
Quote:
Originally Posted by Slopho View Post
I ordered a pair of Allen Edmonds from Nordstrom the other day in store so I wouldn't have to worry about returning them if there was a size (or any other) issue. They tell me its going to take 3-4 weeks. They ask me to provide them information hand written on a piece of receipt paper and that they'll add in the information in and order the shoes. Paranoid, I go in about a week an a half later to make sure the order was placed. I'm told that its a special order and that there's no way to trace it, but I am assured that the order was placed.

This sound like some odd shit to me.

www.shoebuy.com is your friend. They pay shipping both ways and price far better than Norstrom.
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post #10 of 14
5/24/10 at 12:31pm
I don't expect to get any decent customer service nowadys, especially in New York. Which is why I make sure I will be 100% satisfied with every purchase I make so as not to deal with the bullshit.
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post #11 of 14
5/24/10 at 2:58pm
I had an issue with BoA, called customer service, worst pricks ever.
Called executive customer service, they treated me like a king. I'm very happy with BoA now =D
I got many discounts at time warner too because they made some mistakes such as giving me a modem instead of a router. It was fixed the next day.
At JcPenny they also treat me like a king.

My only bad experiences have been in Mexico where the employees barely, if any, give a damn about customers.
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post #12 of 14
5/24/10 at 9:47pm
Ordered the Mayweather vs Mosely fight at appr 9pm a few weeks ago. It didn't come on. Called Time Warner. Busy signal for 15 MINUTES!! Get a rep. He says that he will reset my box and sees the fight ordered. Long story, it didn't come on and it is appr 11pm! I throw on some sweats and cab it to a sports bar in the area. SOLD OUT! No room for 1 more person(there were people out front waiting.) I make it back home and no fight. I call Time Warner AGAIN. 10 minutes busy signal! Finally I get a rep. He resets the box and the fight comes on in THE 11TH ROUND WITH 1:15 LEFT!! I let the rep know I am not paying. He says that he has to take the fight off. I convince him to leave it and say I am not paying! I call the next morning and say that I am not paying. They say, we see that your record was noted. I rcd my bill this week. I was FUKKING BILLED! Amazing!!
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post #13 of 14
5/24/10 at 11:07pm
hey, not all customer services are bad and customer reps shouldn't be blamed or yelled at. you see, if you're already irate and you talk mean to the representative, they will most likely transfer you to other lines or they will keep you waiting for so long but if you're nice, they're friendly too. just relax. don't yell. sometimes, the representative is new so he/she doesn't really know everything about the system yet. also, yes, the computer might be working but not the software that they are using. and it's a SOP for all customer services to ask questions before they provide you certain information for security purposes. you don't want anyone you don't know getting information about your account, right? so, if there's anything or anyone you should hate, it's the company and not the customer service representative that you're talking to at that moment because they only follow scripts from the big bosses of the company.
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post #14 of 14
5/25/10 at 6:44am
Thread Starter 
Quote:
Originally Posted by toffeenkoko View Post
hey, not all customer services are bad and customer reps shouldn't be blamed or yelled at. you see, if you're already irate and you talk mean to the representative, they will most likely transfer you to other lines or they will keep you waiting for so long but if you're nice, they're friendly too. just relax. don't yell. sometimes, the representative is new so he/she doesn't really know everything about the system yet. also, yes, the computer might be working but not the software that they are using. and it's a SOP for all customer services to ask questions before they provide you certain information for security purposes. you don't want anyone you don't know getting information about your account, right? so, if there's anything or anyone you should hate, it's the company and not the customer service representative that you're talking to at that moment because they only follow scripts from the big bosses of the company.

1) I never said I yelled or was irate. In fact, one exchange was via email. . . I can't yell via email when I say "hey, could you mail over the copies of the spec sheets for me?" ...saying "call back tomorrow" is ridiculous.

2) security purposes for my account? No, it was more along the lines of "customer retention" They didn't want to give me the information right away because they wanted to pitch me on why I should stay and keep being a customer. They had no idea what my motives were, they just instantly switched me over to sales.

3) I noticed you didn't even attempt to address the BS upselling when calling for service problems.

4) I hate two things:

a) companies that claim customer service is a priority, yet make it clear that they don't give a damn

b) the fact that customer service is in such a shitty state these days that the average new hire has no idea how to actually provide service to a customer because they have never experienced proper service.

And yes, during my annual review, customer service is one of the big measures I get evaluated on, despite the fact that I'm a science nerd guy and not in sales or other normal direct facing roles.
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