Why does it not seem to occur to "customer service" to give you customer service?

[abcdefz]

Just curious.

Today isn't the first time that I've followed up on an order placed which is way overdue for arrival (two to four weeks, depending on your count).

I got a response back saying, yeah, we're out of that. Give us another 7 to 10 days.

Well, I mean... if you were out of it, 1) why did you promise it, and 2) why didn't you let me you couldn't meet your promise?

Bizarre.

[TurdBerglar]

people who work in retail just don't give a fuck. and rightfully so

[Ace42X]

why did you promise it, and 2) why didn't you let me you couldn't meet your promise?


Capitalism. According to En[i]gma, this sort of thing never happens, due to market forces. So, are you sure it's not your imagination?

[abcdefz]

...running away with me. Yeah.

And my Ultra Fuel.

[marsdaddy]

It happens. The problem arises when people get defensive about making mistakes. I usually calmly explain that a) they need to credit my account, or b) ship the item that day. If I don't get a confirmation that it shipped the next day, I take whatever recourse necessary.

[Bob]

Capitalism. According to En[i]gma, this sort of thing never happens, due to market forces. So, are you sure it's not your imagination?

hahaha

[enree erzweglle]

Ah, to me, it's that the people who work customer service lines usually aren't invested in the company and it maybe doesn't occur to them to care about you anyway.

When I was growing up, store owners worked in the stores that they owned. In the mornings, they were out on the sidewalk with a broom, sweeping.

[little j]

did they apologize or anything? what did you order? was it on backorder?

a lot of times the mistakes that are made, or delays are totally not the customer service person's fault and cannot be made better by them.

im a customer care administrator for my company and its not easy...sometimes there isn't anything you can do but most of the time there is.

you may want to get your money back and try to order your mystery product elsewhere.

[abcdefz]

did they apologize or anything? what did you order? was it on backorder?



It's a carb mix called Ultra Fuel. I was getting a replacement. They had given me a delivery date (two to four weeks), and six weeks later, it still hadn't arrived.



a lot of times the mistakes that are made, or delays are totally not the customer service person's fault and cannot be made better by them.

im a customer care administrator for my company and its not easy...sometimes there isn't anything you can do but most of the time there is.




Yeah, I know that; but you still track outstanding promises, right? I'm sure you do. I know I always did. And if it looked like we weren't going to be able to come through on time, whoever I was dealing with knew it within enough time to make other arrangements, if they wished.

The only time that couldn't happen was one rental I did on which, the day of the concert, we had electrical failure I couldn't have foreseen.




Anyway -- this had a happy ending. The package just arrived -- they sent TWO containers instead of the ONE I was expecting. Now, that's cool.

Plus I just ran out yesterday and was going to have to hit the shop today and really didn't have time, so... that part ended well.
(y)

[marsdaddy]

I think I see storylines here about expectations, projection, control, and things working out in the end.

[abcdefz]

Yeah; I do have expectations about customer service, which, I guess, you know. My bad.

For instance:

I'm looking at a new bike. Guy has one for sale. Talked to him yesterday, and he said he'd bring the bike to my workplace this morning at 7:00 A.M. He took my telephone numbers and he has my e-mail address.

12:54 P.M., and I still haven't heard from him plus he's not answering his cell phone plus his mail box is full.

There could've been an emergency or something, but I'm fairly sure that what happened was he sold the bike last night and now is just blowing me off.

That's customer service, you know? Pick up a fucking phone. :mad:

[marsdaddy]

That's customer service, you know? Pick up a fucking phone. :mad:No, that's common courtesy. I've been interviewing candidates for some openings. Over the past month at least 3 people just didn't show up -- no call, nothing. One of them called me today to reschedule. He was kidding, I'm sure.

[abcdefz]

The death of common courtesy is what I mourn.

-- and, really -- what is customer service except people being PAID to exhibit common courtesy?

[abcdefz]

I've been interviewing candidates for some openings. Over the past month at least 3 people just didn't show up -- no call, nothing.




...that's cuz you're The Man. Not da Man! but The Man.

Fight the power, dude. Don't show uyp for scheduled employment interviews. Yeah! -- fuck dat shit.

[marsdaddy]

Fight the power, dude. Don't show uyp for scheduled employment interviews. Yeah! -- fuck dat shit.I've got Fear of a Black Planet in the car. Heard it on the way home from being stood up for interviews.

Indeed!

[abcdefz]

Some of my best friends are CDs.

[abcdefz]

Isn't it funny?

I will sometimes back off a bit if I can tell that the person realizes that they're in the wrong but they're getting defensive about it.



Another happy story:

I recently got a credit card that applies some FUNKAY rules to things. Essentially, if you want to keepa zero balance, you have roughly a four day window to mail your check after getting the bill.

But anyway. My payment due date was the 27th, so I hopped online and paid with a withdrawal from my checking account (thus incurring a $5.95 fee which is charged to the credit card, so you can't really get a zero balance this way because it won't let you overpay. :rolleyes: )

Anyway.

So I looked the next day and my payment wasn't applied, but a late fee of $29 was. I checked my checking account, and the payment was taken from there, so wtf?

I called the company and they said, yes, you made your payment but electronic payments can take up to 48 hours to be credited, even if it's gone through the bank. :eek:

Anyway, the lady said it was on the website, etc., so I said please: I made the payment on the due date, it was my first offense, have mercy, etc., so she credited my account $29.

Yeesh. This crap needs to become illegal, man, I swear.

[abcdefz]

...I figure: why not just keep all my customer service griping in one thread?

Actually, this one was semi-amusing.

I had a complaint with Target that I made online. Still haven't gotten a reply to that, but today I did get a message asking me to evaluate how well my problem was handled.

Needless to say, I clicked the "not satisfied" link. Which, funny enough, takes me to a spot where I can fill out another form.

But why do all their work for them? :cool:

[abcdefz]

Wow, Office Depot. Just: wow.

...so we were supposed to get a delivery from Office Depot yesterday; didn't come.

Today -- our secretary saw their truck pulled up at our front entrance. Still didn't get our delivery.

She got back -- saw there was no delivery -- and called to see what's up.

Yes, the order was on the truck.

Why wasn't it delivered?

The driver didn't have time.

Excuse me? It's already late one day, he's already making a delivery to our building, and it's probably two boxes at most? :rolleyes:

So now they've (allegedly) packed a DUPLICATE order (why not just resend what they've already packed!?) for a same day delivery.

[Teh]

people who work in retail just don't give a fuck. and rightfully so

That's because they're all underpaid students or grumpy middle-aged people on the brink of mid life breakdowns.