Peppering a company’s Facebook page with questions and comments appears to be yesterday’s form of communication, as the social media site announced today that it’s giving users and companies the ability to chat with each other through its messenger app. [More]
Kaleb had a basic question for Dish Network, so he logged on to their customer service chat to, well, chat to a company representative about it. Something strange happened during a lull in the conversation, though, and Kaleb isn’t quite sure what to think about it. Is it friendly or creepy? We weren’t sure, either, and submit his chat log to the Consumerist readership for your judgement. [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]
For those consumers who expect to get a grumpy, unhelpful customer service rep, it’s always a nice surprise when the CSR in pleasant, professional and willing to work with you to resolve your issue. We don’t often hear cases of CSRs gushing about cooperative customers, but we’re not Kevin. [More]
Usually, it’s our job here at The Consumerist to do the redacting, removing employee and location names in order to prevent Internet mob harassment, among other reasons. But now Dell has gone ahead and pre-redacted chat transcripts when customers try to save them, erasing the evidence of price quotes and sale dates that they’ve discussed with potential customers. That’s what happened to Julie when she tried to discuss a financing offer over chat.
Verizon FiOS has done an admirable job with their online chat-based customer service, making it seem incredibly real and human. You almost forget that you’re not talking to a person over the phone. One of the ways they make this simulacrum seem so life-like is that you can be transferred from one agent to another, and then there’s silence on the other end because there’s no one there — just like the real thing! Reader Michael shares a recent chat transcript to illustrate:
D. suspected that his customer service chat rep at eBay didn’t really understand what he was saying. So he asked where the rep was located. We suspect that hanging up on the customer is not the eBay-endorsed response to such queries.
Sprint has an interesting new strategy: after you do an online chat with one of their customer service reps, they provide you with a transcript of the chat, but it’s missing a few important things. Namely, any specific numeric details like dollar amounts, dates, minutes, or months cited by the rep have been replaced with asterisks. Here is one such transcript:
Andy logged in to Gmail on Sunday, and his friend Jeff started to chat with him. Things seemed a bit off, but Andy really became suspicious when Jeff asked him to wire $500 to an injured friend in Nigeria. The real Jeff, of course, was off playing XBOX and has no friends in Nigeria. Like the scammers hitting up people’s friends for money via Facebook, thieves can log in to your e-mail and chat accounts, pretending to be you.
According to Comcast, reader Peter’s house does not exist.
Although several hundred 14 year old boys lose their virginity to portly displaced man-children pretending to be women in AOL’s chat rooms every day, AOL has bigger fish to fry: the sleazy, nefarious hug. Or “((Hugs))” as it is known in AOL chat parlance, where ‘Hugs’ is replaced with the name of the recipient.
Like Google, Skype’s a great service, but their flexible ethics when it comes to user’s privacy lacks the same quality of excellence. We shortly mentioned that Skype’s user agreement includes wire-tapping provisos, but now they’ve gone the whole hog: their Chinese service includes a special chat censorship feature.
It’s all about the “Oh damn, you’re screwed” for Heather who tried to buy some perfume for her girlfriend (yes, that kind of girlfriend). She could’ve gone down the road to the department store but was enticed by the online retailer’s promise to have it delivered on time for Valentine’s day. Needless to say, it didn’t happen. She took her case to Overstock’s customer service chat bots who display an extremely disarming and hilarious void of concern for her angst and their fumble. Full transcript, as posted to Craigslist: Portland, after the jump.