Reader Josh sent us an account of Netflix’s pro-consumer, ‘just-say-yes’ customer service that we have lauded in the past. Josh had asked to suspend his account until September 18, but Netflix unexpectedly reactivated his account on September 11, sending his bank account into overdraft. Josh called customer service to ask for an explanation and a refund. He writes:
csrs
The Ace Up Netflix's Sleeve: Excellent Customer Service
By 8.19.07
Netflix is investing in superior customer service to differentiate themselves from Blockbuster as the two rental giants remain locked in a vicious price war. The company has completely shunned email-based support, instead relying on 200 friendly Oregonians to answer calls around the clock. Netflix CSRs, unlike most, are not given target call durations, and are encouraged to “err on the side of generosity” when dispensing compensation. They have one shockingly simple goal: satisfy the customer.
Vonage CSR: "Customer Lacks The Courage To Stay With Us Due To Litigation"
By 8.12.07
ber-lawyers. The CSR explained as he typed that he was listing Tony’s reason for canceling as: “Customer… lacks… the… courage… to… stay… with… us… due… to… litigation.” Tony’s letter to Vonage, after the jump:
Indian Company Opens Call Center In Ohio
By 8.6.07
Welcome to “insourcing!” Tata Group, an Indian conglomerate, has opened another call center. In Ohio.
Massive Layoff At Dell Call Center
By 8.2.07
Dell’s Oregon based call center experienced a massive layoff this morning, according to KPIC. All of the employees were herded into a conference room and told that their positions had been eliminated.
Why You Can't Cancel Your Account, An Insider's Perspective
By 7.29.07
It’s easy to forget that despite infuriating scripts and adherence to dogmatic corporate policies, CSRs are real people. A former call center worker wrote in to describe the extraordinary pressure CSRs feel from management to keep customers from canceling their accounts.
You’d think it was so easy: call to cancel service, and it’s cancelled. And yet, it never is. Here’s why.
TiVo Won't Cancel Your Account, Even If You Tell Them You're Moving To The Moon
By 7.26.07
A TiVo CSR insisted that Jerry explain why he was canceling his account, so Jerry said he was moving to the moon, an explanation that might earn sympathy from a company whose logo is a martian. The CSR was not amused, and did not cancel Jerry’s account. Instead, taking him for an astronaut, the CSR gave him free service for three months, which Jerry discovered only when he presciently called the next day to verify that his account had been canceled. Jerry writes:
Avoid Outsourced CSRs By Asking For Someone Who Works At AT&T
By 3.21.07
The company is outsourcing customer service jobs on the sly, and have been for at least a few months. Not to India, because that would be obvious, but to Canada. Alberta- to be specific. The newbies are working with a company called Convergys. These people seem to be going through a real crash course, and seem to know only how to read the sample scripting our computer system spits out. We’ve been having problems with them screwing up orders left and right, misquoting (or not quoting) rates and fees, and generally mucking up everything they touch. The bad part for customers, aside from not knowing exactly what they’re going to be paying every time, is that it seems like they’re not as ready to credit accounts when it they need to. I’m not sure they have the authority to give more than a few bucks back, which doesn’t always cut it.
Verizon Mars Credit Report, Refuses To Accept Payment
By 3.17.07
Our anonymous reader could not convince Verizon to take his money after noticing a mark from the telecom on his credit report. Our reader paid his bills in full throughout 2006, yet his credit report showed a collection request in October for $0.00. Verizon usually charges more for everything. Our reader called Verizon.
Apparently when I switched billing plans they canceled my old account and opened a new one, which left a balance on the old account. I never received a bill on the old account, but according to Verizon and Elliott they were mailed out and better yet I paid a mere $50.00 to the $95.08 balance of which I have no record and did not come from me. So low and behold I do have a balance of $45.08 not the $0 balance reported on the credit report. I asked Elliott at the time how this is possible and I would be happy to make good on any money I owed. I did not want my credit wrecked over this incident. Elliot did not want my payment and stated there was nothing he could do to help.
Nobody at Verizon wanted our reader’s money.
Verizon: "No, We Won't Suspend Service," Suspends Service
By 3.14.07
Verizon accidently charged Michelle $480 for nights and weekends that should have been free; correcting the problem was a nightmare. Michelle worried the erroneous charges would be deducted from her account through Verizon’s autopay. Verizon told her to cancel autopay and assured her no money would be withdrawn, even though her online account showed a pending charge. Two days later, worried about the charge that was still pending, Michelle tried to stop the payment through Verizon; she was referred her to the bank, which promptly sent her back to Verizon.
Above and Beyond: 1-800 CONTACTS Restores Vision, Faith in Customer Service
By 3.5.07
1-800 CONTACTS restored Kim’s vision, and her faith in customer service. Kim ordered four boxes of contacts, but received the wrong lenses, a fact she discovered when she tried them on and the world went fuzzy. “Way fuzzy. Like more more fuzzy than with no contacts at all.”
So I started comparing my old boxes to my new boxes and discovered that while the power of the lenses was correct, there was a plus sign (+) on the new boxes and a minus sign (-) on my old boxes. The order form had a plus on it so whoever fulfilled the order (probably a machine since the boxes are bar coded and we use a similar boxing system at my company) did their job properly. I came to the awful realization that I had filled the order form out wrong. It was all my fault and a fairly expensive $200 mistake.
Ouch. Kim made the mistake, so Kim should pay for new lenses, right?
Above And Beyond: Office Depot CSR Saves The Day
By 3.3.07
Michael would have lost an incredible deal on laptop memory were it not for an Office Depot CSR. He was prepared to pay $139.99 for a 1GB stick of Kinston PC2700 RAM; when he added the RAM to his cart, the price plunged to $39.04. Michael verified the price with Office Depot and purchased nine sticks.
To my dismay, however, the store called me [the next] morning saying that they would not be honoring the price. I asked why she and she said “I cannot let that many go at that low of a price.” So I start politely arguing with her and insist that she honor the price, she settled on one and she would give me free shipping to my house. Well I figured I was getting hosed but at least I wouldn’t have to drive and get it.
Free shipping does not make up for the loss of an incredible deal. Michael called Office Depot, and to his delight, enjoyed “THE BEST CSR experience I have ever had!”
Comcast Leaves Customer Without Forty-Eight Channels
By 3.3.07
Comcast has left reader Laura without forty-eight channels since early February. Laura has replaced four cable boxes, and spoken with several technicians. Each one suggests the same diagnosis.
Shockingly, it is not a problem with the line or the box. It is a problem with the coding coming in through the line. The technician tells us that our line is showing both Adelphia codes and Comcast codes coming through it. When both sets of codes hit the box, the box shuts down.
Diagnosing the problem is not the same as fixing the problem. Though aware of the issue, Comcast has not offered a solution. Laura is still without forty-eight channels. Comcast is still billing her for full service.
Best Buy Quotes Four Different Exchange Policies
By 3.3.07
Best Buy quoted four different policies to Mark when he tried to exchange his step-daugher’s iPod speaker. The speaker was purchased as a gift from BestBuy.com by her father, who is currently serving in Afghanistan.
After we received the items, we decided that she would take back the iPod speaker set because we already had one in the house. That way she could get something that she would enjoy, and she could still use our speakers. It sounded simple, just return the item, get a store credit, and let her pick something out. We were so wrong on that one.
Mark brought the speaker to Best Buy, where he was told that the stores could only return, not exchange items purchased through the website. Not wanting to argue, Mark went home and called customer service. A supervisor said only the corporate office could help. When Mark reached corporate, he was told stores could accept exchanges. The CSR gave Mark a case number and an 800 number to call if there was a problem exchanging the speaker at the store.
Joel On Customer Service
By 2.25.07
Joel Spolsky has written a brilliant eight-step guide to remarkable customer service. The level of assistance provided by his company, Fog Creek Software, might seem alien to us because it is grounded in a philosophy that puts people above profits, to the benefit of both.
Sprint Changes Plan And Renews Contract Without Consent
By 2.24.07
Sprint changed Carolyn’s plan and renewed her contract without her consent. A nine-year customer with four lines, Carolyn’s problems began when her December invoice showed roaming charges on a plan that allowed for free roaming. She soon discovered that in November, Sprint had moved her to a newer, more expensive plan, without her consent.
Verizon Lies To Customer To Get Him Off The Phone, Charges ETF
By 2.20.07
I recently tried to cancel my Verizon Wireless service because of the text messaging increase. Spoke to 6 CSRs who all gave me really bad excuses but I pressed my case and finally found a CSR who I thought was going to do the right thing and let me go. I spoke to a CSR name Donnesha (#2569) who after speaking to her supervisor briefly said she will cancel my contract with an ETF but as soon as I receive written notice in my bills for the text messaging charge increase I can call back and have a CSR waive my ETF. I then asked her again “So you will make a written note on my account so that as soon as I receive my next bill with a notice of the text messaging charge increase, I can call Verizon Wireless, speak with a CSR and based on the note you just made, I will get my $175 refund with no problems whatsoever?” She replies with “yes, absolutely”. I thanked her and promptly hung up. The next day, I called Verizon again and spoke with a CSR name Troy (#9840) to check on the little note Donnesha made, lo and behold, the note does not exist! Troy then proceeds to email Donnesha to inquire about where the note went. Donnesha emails back within 5 minutes to say that I had agreed to eat the ETF and that no refund will be given.
Hang contacted the BBB and escalated the issue to a supervisor, but Verizon is standing firm. They believe Donnesha. Do you?
Negotiate Your Next Cellphone Contract Like A Diva
By 11.10.06
If your cellphone contract is ending, you can haggle the next one into a much better deal. Here’s how:
