Why is it that when we take customer service surveys, store employees beg us to either give them a perfect score or not bother? Reader C. used to work for a now-defunct retailer whose name rhymes with “disorders.” She was in management, and explains why a perfect score, and only a perfect score, counts. [More]
Consumerist reader Tom is not the kind of guy who usually goes out for fancy meals. But heck, it was his wife’s birthday coming up and one of her favorite local restaurants was participating in Jersey Shore Restaurant Week. It would be perfect — a nice dinner + plus a great deal = a happy wife and an equally happy wallet. But then Tom realized the deal had just expired, and decided to throw a hail Mary pass via social media. [More]
Warning, if you have a heart, you might need to grab a couple of tissues before reading this story, which serves as proof that there are customer service reps out there who actually care about customers. A little boy who lost a shirt worn by his late father was reunited with the treasured possession after Delta Airlines employees searched through the trash to find it. [More]
No one expects four-star service at a fast-food joint, but at the same time you expect service to be, well, fast. And somewhat competent. McDonald’s currently faces falling sales, and 20% of the complaints they receive are about customer service. Customers complain about “chaotic” service and “unprofessional” employees. Logical conclusion: time to work on their customer service. The chain is overhauling their ordering system in an attempt to make fewer mistakes and speed things along. Will it work? Maybe. [More]
Consumerist reader Kevin was one of many SimCity gamers ticked off last week (likely plenty are still fuming this week), but unlike many of his fellow players, he was able to procure a refund for the deluxe digital edition. What in the what? “But EA doesn’t seem to be giving out refunds!” you might’ve just yelled at the screen. Kevin attributes his success to the executive email carpet bomb, or the EECB. [More]
Silly Bryan: he got this idea in his head that “In Stock – Delivered in 3-5 business days” on the Google Nexus 7 ordering page meant that he could order a tablet and it would be delivered in 3-5 business days. He needed it within five business days, and placed an order. Instead of the promised two business days for processing, the tablet was set to ship out on Thursday when he’s leaving for the trip on Sunday. 2nd Day Air wasn’t going to work. [More]
We’ve heard some horror stories about customer service here at Consumerist HQ, but the examples coming from customers of a clock shop in New York are totally taking the cake. One woman dropped off her timepiece for repairs 22 years ago… and hasn’t seen it since.
It wasn’t very long ago at all that Esdras went to Toys ‘R’ Us and bought a tablet for his son. Barely four months ago, he picked up the KD Interactive Android tablet, along with a protection plan. A protection plan is generally a good idea when you combine a toddler and an electronic device, even if it is one designed especially for kids. Where Esdras got confused, though, was when the cashier gave him incorrect instructions regarding the protection plan. Just bring the item back if he had any problems, he was told. No plan brochure, no details, nothing. [More]
LW sells on eBay a lot, and has a neat trick to save on listing fees. He sets up listings in a third-party program, then waits until the site is running a free listings promotion. Then, bam! All four hundred listings go up at once! The plan is flawed, though, because eBay doesn’t want to give LW those sweet, sweet fee discounts. He has to call to get them. Over and over. [More]
We’ve seen the joy that can spread when restaurant employees type in an personalized discount on diner’s receipts — perhaps complimenting the customer or simply giving a discount to wish a mother-to-be luck. In another recent case of a generous restaurant server, the worker gave a family $4 off the bill for having “well behaved kids.” Sweet, right? Or should it just be expected that if you’re dining out, you keep your kids under control?
While service industry workers can’t go around thinking that every new hire is a mole operating as part of a reality TV show, perhaps it’s not the best idea to tell the co-worker you just met how much you despise, loathe and otherwise abhor your customers. A loose-lipped Boston Market worker found himself removed from those customers he hated so, after admitting as much to an undercover company executive on Undercover Boss. [More]
We’ve posted before about how Google’s idea of offering product support is to maintain some customer forums and peek in every once in a while. That’s understandable for free tools like Gmail and standard Google Voice, but customers who have paid Google for services expect more. For example, many of the customers who have paid to port their phone numbers to Google Voice so far this month have received an e-mail confirming that their port went through…then discover that people who call them are getting a message that the number has been disconnected. [More]
Consumerist reader C. had a problem of a well, rather delicate nature. She writes that after receiving a SodaStream for Christmas, she was beyond excited to try it out, using a few of the company’s flavored syrups to make her own carbonated beverages at home. That excitement waned when she started experiencing an — how shall we say it? — ill health effect that sent her running for the bathroom every time she drank the stuff. [More]
More and more businesses are pushing customers toward online chat as a preferred form of customer service. Best Buy even ditched its e-mail contacts in favor of chat. But is chat really any better? [More]
Graeme has two Samsung monitors, and has had them repaired under warranty a few times. Two years into his three-year warranty, he sent a monitor that snapped off its stand in for repair. Not terribly worried, he checked in on it using Facebook. Samsung took this as an indication that he was unhappy, and should be sent a larger, newer, better monitor.
Much of the coverage surrounding the phenomenon of cord-cutting has focused on the cost savings of ditching cable. But some of the blame for all these fleeing customers has to be pinned on the cable industry’s notoriously bad customer service. [More]