You don’t have to believe everything customers say to you when you’re a customer service rep. You don’t even have to actually care. But if you can’t stop yourself from slipping in phrases like “not my problem” when you’re helping out a customer, maybe you need to try a different career. Like, say, parole officer.
bad customer service
Police have charged Elizabeth Miller, the manager of the Bed, Bath & Beyond in Lexington, Kentucky, who refused to let a couple use the store’s phone to call 911 to report a three-year-old locked in a van, and refused to make an announcement over the store’s PA system. The charge is “failure to report dependency, neglect and abuse, a Class B misdemeanor that carries a maximum sentence of 90 days and a maximum fine of $250.”
Adam had a question on his bill—either about the $9.68 adjustment in his favor, or the $102,861.30 they say he still owes, we’re not sure—so he decided to take advantage of their online chat. He writes, “Conveniently, they have a link that says ‘Questions about your bill?’ When you click it, it brings you to a live agent. This is a picture of our session.”
When I asked for more details, the representative (who sounded like he was from India), took vengeance on my account and told me he was closing the account and that there was nothing I could do. When I asked for his manager, he said “There is nothing he can do, the account is closed.” —CLICK— And that was the sound of him hanging up the telephone.
Earlier this week, MSN Money published the results of a national Zogby poll they commissioned on who delivers the worst customer service. The winner was AOL, ranked “poor” by 47% of respondents, while Comcast came in second with 42% suckage. Sprint ranked third at 39%.
A woman in Cincinnati was arrested this week and charged with two counts of identity theft and two counts of theft, for allegedly stealing the credit card information of a customer who was paying a bill in November 2007. Time Warner fired her when the investigation started and it appears no other customers were affected, but it’s a good reminder to stay on top of your credit report at all times.
Timothy, our hapless eBay seller who kept having problems listing his laptop on the auction site, was contacted by a Real Live Human from eBay the day after we posted his story. “Garrison” apologized for the frustration, and said he’d be making a note on Timothy’s account to keep it from getting shut down by other agents. He also suggested several listing options that were pretty well-covered by our commenters in the original thread.
Scott in Ireland writes in with proof that it’s not just American/Canadian consumers who get screwed by bad customer service. When his new Acer laptop went kaput, it took him over half a year to finally get a working, equivalent replacement—and after all that, Acer told him they wouldn’t extend his warranty for the time he was without a laptop.
We get that accidents happen. What we don’t get is why FedEx won’t tell this guy what happened to his laptop—why it went out for delivery, why it got returned back to the warehouse, why it was then reported damaged and undeliverable, and finally why the person he was sent to for help keeps stonewalling him by responding that his questions are irrelevant.
Nathan’s been having trouble this week buying a prepaid GoPhone from AT&T Mobility’s website. He finally found out the reason: they couldn’t verify his credit history. This is confusing because it’s a prepaid GoPhone and because his credit history is superb. “Cheryl refused to transfer me.