We don’t know what the hell happened with this customer service situation, but somehow the CSR for Vonage decided that when Sarah abruptly hung up on him, she agreed by default to a service cancellation and $92 cancellation fee. That sounds like the kind of angry-CSR “mistake” that can be fixed with a second call—but according to the next CSR Sarah spoke to, that’s just Vonage policy. What?
Before we get to the typical bad-company shenanigans—in this case, Dell’s $599 discount mysteriously shrank to $400 between when he placed it in his shopping cart and when he reached the confirmation screen—we want to share this bit of ridiculousness. Dell’s CSR Vanessa gives us the scoop on Dell’s sophisticated order fulfillment system:
Tom just sent us a follow-up to yesterday’s post, and it’s good news:Score another one for The Consumerist! This morning I contacted Sears’ Executive Customer Service Department. They attempted to contact the store manager on my behalf. I stress “attempted” because they were hung up on too.
Update: one day after being posted here, the issue has been resolved. Sears strikes again! They sold Tom a TV for $1,070 on Black Friday last November. “Of course, it wasn’t in stock but they assured me that they could order it,” he writes.
A man who worked on the front line of Sprint’s customer service department sent us some dirt on what goes on over there, including officially designated fake supervisors, obnoxious personal notes left in your account from your last call, and credit quotas of about $2.50 per call. “I was once punished by a Supervisor and written up because I was giving too many courtesy credits. Apparently Sprint doesn’t feel that being transferred 7 times and then hung up on is worth $10 in return.”
Trey is upset. Four times in the past year, Macy’s has reduced the credit limit on his card without advance notice, even as his card membership level keeps going up. (Apparently he really
likes liked to shop at Macy’s.) “I lit into them for not advising me of my credit limit decrease, especially considering just three days before I received a brand new Macy*s platinum card in the mail, where they had the perfect opportunity to let me know it was now only $800.”
Jon saved up a bunch of PepsiStuff points and decided to redeem them for an item PepsiStuff is promoting on its website. That’s how these point redemption programs usually work, you see. PepsiStuff.com apparently thinks otherwise—they’ll let you redeem the points for a COBY player (ha ha ha ha), but the Sony alarm clock is just redemption bait. You’re not supposed to actually pick that.
Okay, everyone together in Moe Szyslak’s voice: “Whaaaaa?” We’re just as confused as you are. Newegg, which has one of the most stellar reputations of any retailer, online or b&m, apparently sent a customer a regular PS3 box instead of one with a Blu-ray copy of “Spiderman 3.” Here’s where it gets all evil alternate universe: when the customer called to complain, the CSR told him it wasn’t Newegg’s problem and for him to talk to Sony.
Update-3/7/08: Newegg contacted the OP and resolved the issue—see the OP’s comment below.
Ric L. is having problems with T-Mobile’s CSRs—specifically, they don’t seem capable of actually making any changes to his account or recording anything about his calls, and when that leads to $75 in extra fees, they say they can’t fix it and offer him “free” text messages. Ric says he suspects the CSR he talked to “takes the responsibilities of his job about as seriously as a cat with a ball of yarn,” but we all know that’s incredibly disrespectful to cats everywhere, who take their various activities quite seriously. Read Ric’s email to T-Mobile after the jump.
Matt bought a camera from TigerDirect. He monitored the status of the order online, and saw that it was marked “shipped” a few days after he placed the order, so he returned the other, more expensive, camera he’d bought at Best Buy. Unfortunately, the TigerDirect camera never arrived.
It’s good to know Sprint is taking your concern very seriously these days. When Peter tried to get a corporate discount for his company, Sprint told him sure, then told him no because he already had a discount with them. He wrote back and pointed out that he was told the corporate discount would be in addition to the existing one, at which point he received the following helpful email.
Last weekend, T-Mobile users who sent SMS updates to their Twitter feeds found that their messages were being blocked. Naturally, tempers flared. Many customers contacted T-Mobile to complain about the problem, but T-Mobile had no answer for the sudden blockage. (It turns out it was a technical glitch on Twitter’s end.) What’s interesting is that T-Mobile’s Executive Customer Relations rep responded to one user’s complaints with a hardcore reminder that when it comes to customer rights, his pretty much begin and end with being required to pay his bill on time. Nice PR work there, T-Mobile.
My name is Marianne Maestas and I am with the Executive Customer Relations department of T-Mobile. I am contacting you on behalf of Mr. Robert Dotson in regards to the email that you sent him yesterday evening.
Say you’re a satellite radio company with a loyal, even evangelical customer—someone who listens daily, who keeps buying your products for the people around him, and who steadily expands his own collection of your hardware and subscriptions. Wouldn’t that be a great guy to screw over? Sirius seems to think so.
Sheridan’s girlfriend hoped to buy him Simpson Season 8 for $19.99 from Circuit City, based off this week’s flyer. She ordered online, only to find herself charged $39.99.
This technique for getting companies to reduce your monthly bills is so classic and effective, it bears explicit reiteration.