Where has all the customer service gone? I’ve had plenty of horrible service the lastcouple of months with different companies and it got me thinking. Doesn’t anyone care about the customer? Are we not important anymore? Do companies not care because there be someone else to take my spot if I take my business elsewhere?
It all started with our satellite provider. We decided to upgrade to the DVR after getting MANY letters in the mail about free upgrades, free installations and things. Of course, when I chose to call I hadn’t gotten a letter in awhile, but I thought there would be no harm in asking what the promotion is/what can I get for free? I mean, we pay enough each month and have been customers forever that I should be entitled to something free! The lady I spoke with was polite and said, oh I can see you’ve been a customer for awhile, you can get a free upgrade to DVR. GREAT!!! Just what I wanted:) I said, that’d be fine, I would like 2 DVR’s. She said, I can give you one free, but the 2nd one you’ll have to pay for. Completely understandable, let’s go with that. I get the info, she does the order, everything seems hunky dory. The only downside was I had to wait a month to get them installed b/c their technicians are just SO BUSY…..yeah.
I wait my month and the day comes that I get my DVR and the technician shows up right on time BUT he’s only carrying one box. He’s not even in the door and I said, I ordered 2, is the other one in the truck? No, ma’am, only 1 ordered, only have 1 box, only 1 service order. Um, please speak English and are you kidding??? I immediately dial customer service and get one snotty rep. “Ma’am, we don’t just give away free DVR’s. The order is only for one, you must be mistaken.” My response, “I get letters all the time to upgrade for free, I called, you said that’s what I qualified for so that’s what I’ll be getting.” CSR, “I suppose if you were told that we have to honor that” blah blah blah….She could have cared less. She was rude and you could hear the attitude in her voice. After 45 min with her on the phone, it was straightened out. Kind of. We had to wait another month to get the 2nd box and then after the technician left that day, he didn’t install the DVR right!!!! I had to call Customer Service back that night and explain to 3 different people what was going on so they could get me to someone who could help! Guess what I was told. “You will have to call the company who did the installation directly. Because we contract that service out we can’t help you, but I can give you the number for them.” That’s great b/c it’s 8pm and I’m pretty sure they are CLOSED for the day! They were closed and to get a hold of them was like picking the winning lottery number!
Had I known what would happen, I would have picked a new satellite company, but then would my old company have cared that I left? Probably not. There’s always someone else to take your spot and I really don’t think that customer satisfaction is high on the list for a lot of companies now days. Does anyone else have experiences like this? It’s not just big companies either. Whether it’s my phone company, the cashier at the grocery store or a retail salesperson, you’ll always have someone who is just there to collect a paycheck. Every once in a while you’ll find that person who really does want to help you and really does care about your problem and when you find them you’d better appreciate them!