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Customer Service?

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Has customer service become a thing of the past? Has corporate America, or for that matter, Global conglomerates given up on customer service? Is customer service the new oxymoron? For those of us who have had the pleasure of being rerouted around the world to actually speak to someone in customer service, who doesn’t really speak English, you know exactly what I’m talking about. I just spent 45 minutes trying to elicit a return authorization number from an HP representative. Incredibly frustrating. He had to place me on hold and check his “resources” every three minutes just to see if he could do anything to help me. It took 15 minutes to get his supervisor to approve the return. Another 10 minutes of being told from their hardware department on what to expect during this return process. Why do they do this? Is it done to frustrate us to the point of hanging up on trying to get help? Is it a conspiracy? I have always used Apple hardware. Now I know why. Just walk in to an Apple store and they’ll take care of it. Some companies have not lost sight of customer service, but hey, some of them just want you to learn a new foreign language.

John Vlahakis

Not The People I Spoke To Today
Not The People I Spoke To Today

2 COMMENTS

  1. As sad as it is, I now allow myself about 30-45 minutes when I find myself corned into seeking “customer service” on important issues or more expensive products. The time involved has forced me to reconsider what cases I will actually persue. 45 minutes of my time can frequently spare a company money when I sense the effort involved isn’t worth anywhere near the time I spend following up. Luckily, I have a wife that loves to engage customer servicxe reps and sometimes I’ll defer to her to seek out the responsible party. Thank heavens for her!

    And don’t get me started on Nicor, our local gas supplier. These guys have made an art form of avoiding responsive service other than in emergencies. However, I have no experience with that, so who knows?

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