RE: customer service rant.

RE: customer service rant. (Full Version)

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Ava82 -> RE: customer service rant. (10/19/2006 8:04:28 PM)
I've been on both ends, and I always made an effort to do a damned fine job. My politeness was an insurance policy in case I messed something up! But it just gets on my nerves when people don't say please and thank you, customers and workers alike. I'll shake my head at a rude customer in sympathy with the worker. But a worker who hands me my receipt and turns around to talk to someone or text on their cell phone-I'll loudly say "Thank you! Have a NICE day!" The poor grunts making $6 an hour, I don't get upset. But when a MANAGER or someone does that? I'll complain. They are getting paid much more and they definitely know better.

swtnsparkling -> RE: customer service rant. (10/19/2006 8:37:58 PM)
Any place of business should remember they are Only as Good as their first Impression and Last connection

mistoferin -> RE: customer service rant. (10/19/2006 9:39:31 PM)
quote: ORIGINAL: Bearlee Nope, it had to do with the fact that you were probably already over your minutes…when you wanted to change. When you want to change your plan ‘mid-billing’; they prorate your minutes used to date. If you’ve already used more than your plan would allow for the month…at the pro-rated figure they came up with based on the minutes you’d actually used so far…then you’d have overages to pay. Sad but true. Nope...didn't have anything to do with minutes. It's not a cell phone and there are no minutes. As I said...it had to do with taxes and "fees" that are still to date unexplainable as to what those fees are....they can tell me what the fees are called....but they can't tell me what they are for.

Sinergy -> RE: customer service rant. (10/19/2006 10:11:04 PM)
quote: ORIGINAL: ShadowMster On the topic (and old one at that) of customer service. I want to give credit for a company that seems to be trying. Capital One Bank customer service in this case. We've all heard the recording "Due to heavy call volume your call is being ignored..." How many times I've said to myself "If my call were important, you'd have more people to answer it" Well, Capital One has actually begun a policy of offering overtime (with the added pay) to all CSR's who want it in efforts of keeping people on the phone. They are also offering bonuses to people who stay available (in call queue) and things like that. Way to go as far as I'm concerned. Your actually backing up your "too many calls" recording with $$ for your employees pockets. My personal favorite is when a computer calls me and says "please hold." I sometimes wait until the person comes on the line and go "please hold" and go about doing the dishes or whatever for 20 minutes and see if they are still on the line when I come back. Just me, could be wrong, but there you go. Sinergy

Manawyddan -> RE: customer service rant. (10/21/2006 6:21:49 AM)
quote: My personal favorite is when a computer calls me and says "please hold." Not a problem for me, because when I pick up a phone and hear a computer's voice, I immediately hang up. I see no reason to be polite to machines. If a company wants to tell me something, they can have a person do it.

Arpig -> RE: customer service rant. (10/21/2006 6:27:06 AM)
I had a similar situation many years back. I recieved a letter from the phone company claiming I owed them about $200. When I contacted them they said it was from several years before that, and they couldn't tell me why i owed it or what for, only that there records showed I owed it. I told them when they could tell me why I owed it I would then decide if I agreed, but as long as they couldn't tell me why i owed it I had no intention of paying it. I never did and I never heard from them again about it.

BBWDomme1 -> RE: customer service rant. (10/21/2006 9:15:58 AM)
Just happened yesterday and is continuing today. I get off work on Thursday and come home. Pick up the phone to make a long distance call and a recorded voice says, "The number you are calling from has been disconnected." I think, hmmmmmmm,,,how can that be? I have my bills paid automatically each month. So I call a local number and this call goes through...But no long distance access. I'm off Friday, so I brew a cup of coffee, settle in, pick up the phone and prepare myself for what I know is going to be a waking nightmare. I mentally remind myself not to transform from a normally rational woman to a raging shrew. I know, just know, I'll get more results if I stay cool, loose and nice. I'm pumped up for it. I'm ready. I won't let em get to me-----not this time by god. So I call AT&T and listen to all the menu choices and respond properly. Twenty minutes later a person comes on the line. Of course I have to verbally repeat all the account infomation I punched in before. She looks around and comes back to inform me that a $30 long distance charge from six months ago is still pending payment. She figures that it must have got lost in the system and since I only signed up for auto pay four months ago,it requires actual payment. I figure, Hey this isn't going to be so bad. I cough up my credit card, tell her I understand glitches happen and ask how long it will take to get that pesky block of my long distance. She replies, "there is a note in your file that you must contact your primary provider." The little alarm in my head dings, but I push it back. Okay cool, I'll call SBC which has just merged with AT&T and get this dang thing figured out. After fetching another cup of coffee and fighting against the urge to pour whiskey into the cup, I call SBC. I listen to the menu cues, enter all the information and wait 30 minutes. A guy comes on the line and I once again repeat all my account information and tell again my story of woe. He pulls up my account and says, "you have automatic payment. you have no balance due. you didn't owe the $30 bucks that you just paid. let's reverse those charges now." I resist the urge to stick a pencil in my right eye and we proceed to spend fifteen minutes reversing the charges. Then he tells that there should be no block. I say that I will hang up, try a couple long distance calls and get back to them if the problem is still in effect. At this point, I switch to Diet Pepsi and make lunch because I know I'm in this for the long haul. I make my calls and the block is still on. I call back, enter all the info, wait 15 minutes, repeat the information and get another guy. He can't figure it out and I'm starting to feel a stabbing pain behind my eyes. 10 minutes on hold until the repair gal comes on the line. She can't figure it out and asks if she can work on it and call me back. I say okay because hey, it's my day off--what else do I have to do? Note that I am still maintaining my cool......I'm not going to lose it,,,I'm just not.......... An hour later my phone rings and its some guy from the phone company. He says that I am supposed to call a number. I ask who the number is connected to? He just repeats that I am to call this number. So I say, "now you are not giving me an accounts or billing number are you? Because this is not a payment problem." He assures me that this is not the case. So I hang up and dial the number he gave me. It rings a few times and a voice comes on the line...... "Residential Accounts Payable. How can I provide you with excellent service today?" I actually felt a brain shift and saw spots. And finally---------lost it. How much can one human being endure? In my best bitch out of hell manner, I ranted and raved at the poor girl. She transferred me as quick as a bunny to repair and I vented a little more. On hold for ten more minutes or so and am informed that they have identified the problem ( a glitch on thier end of course) and the block would be lifted within a few hours. I'm not buying it. So, I proceed with my day, go out last night and have a wonderful time. Crawl out of bed this morning and decide to tempt fate. With a shaking hand I pick up the telephone and punch in a long distance number.. And that sweet robotic voice says...................... "The number you are calling from has been disconnected." And then my head exploded. The game continues today.......................................................... Sorry for the length of this post......................

swtnsparkling -> RE: customer service rant. (10/21/2006 2:43:15 PM)
OMG I am so sorry you are going through this but that was a wonderfully amusing post. Thanks and Good luck

Sinergy -> RE: customer service rant. (10/21/2006 3:23:47 PM)
Hello A/all, I once worked as a junior system administrator for a company with approximately 10,000 workstations, a host of different types of servers, two flavors of networks, etc. The server teams hated each other's guts and would never talk to each other about technical support issues. I get a pager. I start to get calls. I call the user. Generally they would rant for a while. I wouldnt take it personally, I was on the clock, what the heck, let them vent. When I finally calmed them down they would explain they could not get their email. I would politely indicate that I would call them back within 10 minutes. I would call the email server guys. They would respond "Not us." I would call the user, find out where they were, and walk down to their office and start looking at the problem from their computer. I would call the email server people and ask them to come take a look. One would. I had acquired my first victim. He would indicate that it was not their problem and suggest the network people. So I would call one of them. I would politely ask the email guy to hang out for a second. The network guy would show up. Same story. Two victims. So I would call the application server people. And so on. Three and more victims. What ended up happening was that eventually we had enough high powered computer geeks in the room that somebody would have a light bulb inspirational moment. The problem would get solved. I would thank everybody. The user would thank everybody. I would go back to my office and my boss would bitch at me for not being at my desk. I would smile and say I was fixing a problem. This went on for almost a month. And something happened. Management saw our system support metrices skyrocket with fixed problems. Going in and researching it, they determined that what had changed was me being hired in. So the bastards put me in charge of all of them. I was not given a choice. My boss continued to bitch at me for not being at my desk. I ignored him. If I did not know the answer to the problem, I would tell the user "I dont know, but I will find out and call you back TODAY and let you know what I have found out." The problem with customer service people, I determined, is that generally they are in a position where the customer hates dealing with them. Additionally, their bosses are frequently clueless about what they do, how to solve problems, or whatever. After a while, those involved in that job tend to develop a "I dont care, this is somebody else's problem" and throw the problem to the next tier of support. That attitude doesnt work for me. I want it fixed so at some utopian time in the future I never get support calls and I can drink coffee and play internet games without being bothered by actual people.[:'(] Just me, could be wrong, but there you go. Sinergy

Ava82 -> RE: customer service rant. (10/21/2006 3:32:47 PM)
This is new. I just opened my power bill, and they are charging me $11.32 for gas when the usage is 0. 0!.

ScooterTrash -> RE: customer service rant. (10/21/2006 8:28:08 PM)
quote: ORIGINAL: ShadowMster On the topic (and old one at that) of customer service. I want to give credit for a company that seems to be trying. Capital One Bank customer service in this case. We've all heard the recording "Due to heavy call volume your call is being ignored..." How many times I've said to myself "If my call were important, you'd have more people to answer it" Well, Capital One has actually begun a policy of offering overtime (with the added pay) to all CSR's who want it in efforts of keeping people on the phone. They are also offering bonuses to people who stay available (in call queue) and things like that. Way to go as far as I'm concerned. Your actually backing up your "too many calls" recording with $$ for your employees pockets. I'm glad you are happy with Capitol One, I for one don't have a nice thing at all to say about them at all, I don't care who they are paying overtime to be rude to their customers. I sent them $12000 last year and ask, in writing, for the remaing balance to pay off my truck, then never heard a word from them for 10 months, that was this year. Then they seemed to think just sending me a bill for a payment was just fine, ignoring the fact that I wanted to pay them off. I have been arguing with these people for about two months now, because they don't accept any responsibility for not responding, but they sure as hell think they are entitled to interest while I was waiting on them. Since they did finally send me a transaction record, I paid them what the payoff would have been last year when I asked, minus the $15 a month I debited them for being late (that tended to Piss them off..go figure). I was informed the other day by their "customer service" that the payoff was not negotiable....I actually agreed with them and told them they were right, I wasn't going to negotiate. Needless to say, I will end up having to take them to court to get anything settled. They are a fine example of a company who just knows; the customer is always wrong, which seems to be a trend these days for most companies that deal with consumers. At any rate, I did figure out "what was in my wallet", it was Capitol one's hand. By the way...they have such a bad track record, there is actually a website with a complaint forum dedicated just to them http://www.cap1sucks.com/

MizSuz -> RE: customer service rant. (10/22/2006 8:23:10 AM)
quote: ORIGINAL: ScooterTrash I'm glad you are happy with Capitol One, I for one don't have a nice thing at all to say about them at all, I don't care who they are paying overtime to be rude to their customers. I sent them $12000 last year and ask, in writing, for the remaing balance to pay off my truck, then never heard a word from them for 10 months, that was this year. Then they seemed to think just sending me a bill for a payment was just fine, ignoring the fact that I wanted to pay them off. I have been arguing with these people for about two months now, because they don't accept any responsibility for not responding, but they sure as hell think they are entitled to interest while I was waiting on them. Since they did finally send me a transaction record, I paid them what the payoff would have been last year when I asked, minus the $15 a month I debited them for being late (that tended to Piss them off..go figure). I was informed the other day by their "customer service" that the payoff was not negotiable....I actually agreed with them and told them they were right, I wasn't going to negotiate. Needless to say, I will end up having to take them to court to get anything settled. They are a fine example of a company who just knows; the customer is always wrong, which seems to be a trend these days for most companies that deal with consumers. At any rate, I did figure out "what was in my wallet", it was Capitol one's hand. By the way...they have such a bad track record, there is actually a website with a complaint forum dedicated just to them http://www.cap1sucks.com/ Good luck to you with all that. I personally haven't had any trouble with them, although I log into the website to get my payoff amounts and to pay my bills. Once I log in it's all there staring at me, to do with as I please. If you expect to go to court then I suggest you produce a log of the number of attempts/ when/ how you made to get the pay off information, and a log of any grievance process you may have gone through (check your contract, the grievance process should be in there). Expect a good defense attorney to ask you if you registered for an online account with them to manage your account. It will probably come in the interrogatories right after the question "do you have internet access?" Expect to answer the question "Why did you wait 10 months for this information rather then sending what you believed to be the payoff and a letter, via certified mail return receipt requested, stating that unless they responded you consider this to be your pay off and will not be sending further payments?" Then be ready and able to prove damages. Again, good luck to you with it all.

ZenrageTheKeeper -> RE: customer service rant. (10/22/2006 7:57:25 PM)
quote: ORIGINAL: Ava82 This is new. I just opened my power bill, and they are charging me $11.32 for gas when the usage is 0. 0!. Its postage, duh. Seriously, the whole customer service industry is on its final gangrenous leg. 3 reasons: 1. Too many customers are assholes. They walk into every place like they think they own it just because of the phrase "the customer is always right". This has been subconsciously translated by these asshole customers into "The customer can take out their personal daily grievances out on these customer service who have to stand there like human meat puppets, take it up the ass and say they like it." 2. The managers are usually suck-up assholes. These cowardly bastards rarely go onto the sales floor except to harass their workers for not sucking up to the aforementioned asshole customers who treat them like garbage. They just don't have the balls to stand up for their employees when they are being judged unfairly. 3. The co-workers are routinely beaten up psychologically from their bosses, the customers and the economic reality of their meager earnings so they, in turn, go out and take their abuses out on other co-workers in other stores and the whole cycle starts fresh. So how can any industry survive from such constant abuse and neglect. Answer: IT CAN'T!

CowgirlTough -> RE: customer service rant. (10/22/2006 9:27:03 PM)
As one that works in retail I have My own rant, it is people walking up to the register with people behind them in line and they are more interested in the call on their cell phone than getting out of store. It makes people in line wait as I am not going to "aggravate" a customer by asking them to hang up their "da*n phone and pay Me,lol. I think it is rude.......I may be wrong but then thats Me. Also while I am ranting, I know everyone was raised that the customer is ALWAYS right, well people hate to tell you it's NOT true. But then again I have to be nice and not tell them how I feel when they try to return a tire and rim they bought in Aug and its now Oct and they bring in a rim that is very well used with nothing but tire tread hanging off and want to return it as defective. (Well I did nicely tell him I dont think so, lol.)

kisshou -> RE: customer service rant. (10/23/2006 2:36:12 AM)
What is worse than bad customer serivice is companies with bad policies. Bank of America sucks so bad. I hate them with a passion. They do not cash checks for non customers in the drive up lanes. So if your grandma writes you a check on her BofA account but you do not have an account you have to 1)go inside in Florida in 100 degree heat , carrying a sleeping toddler who has now woken up and is screaming 2)produce 2 forms of id , incluidng an "approved credit card' they write all the numbers down or something 3) get your fingerprint on the check 4)wait while they check your grandmas signature on file They are totally rude, rude , rude about it and sooooo slow. They are being bought out again, back when they were Barnett they had decent customer service , they have since been bought out twice. I would not bank with them in a million years.

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