EPTWorst. Customer. Service. EVER! - Page 5
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PJFrylar
United States350 Posts
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KoTakUEurO
605 Posts
Tweet hate there. | ||
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Sokalo
United States375 Posts
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kaisen
United States601 Posts
In short, the guy is royally fucked. | ||
Jibba
United States22883 Posts
On December 30 2011 14:02 jacosajh wrote: Why didn't you?The company set him up to fail. In this last incidence and the previous ones. That's plain and simple to see. It's not an excuse, but I believe they deserve the negative PR and ratings on Amazon. I think he got smart and crass with Dave, which was way out of line. But he didn't go off the deep end until Dave's long reply and "welcome to the internet." Hell, I've had worse experiences with customer service (up until that point). And high tier customer service managers at that. Again, I raise my voice and get smart, but at the end of the day, I realize they aren't the ones pulling the strings. So I don't throw threats at them in that way. A lot of times, people get a power trip talking to customer service since they can say and do whatever they want, and they expect them to smile and kiss their ass. Let's be sensible -- they are people too. They have feelings and make mistakes. For example, one time I got 7 completely unwarranted overdraft fees by Bank of America. You may remember the fiasco when Bank of America (and other big banks) purposely cleared bigger checks and transactions first (after holding smaller ones), so you would occur more overdraft fees. I talked (online chat) to customer service, and talked my way to the top. The person at the top was very rude and said it was my fault, etc. Proceeded to lecture me on how I need to be better at managing my money. I said I wasn't getting off the line until I got to talk to someone with more sense. He said he was the last tier and that he wasn't going to do anything for me. He also said that bank protocols didn't want him to disconnect from me. He could if he wanted, but he wasn't going too because he didn't want his chat logs being pulled automatically due to a manual disconnect on his end. "I work a 12 hour shift," he said, "I got all day to wait you out." So, I called his bluff and left my computer on all day. Checked every few hours and sure enough he was still there. I came back and my internet reset or something and the rest is history. I finally got the overdraft fees refunded though. Trust me. I thought about saving the chat log and posting it everywhere. And I was way way way way more immature then. Why let a terrible company ream you out like that? That's not how you treat your customers. You should've changed banks and made it public. I don't understand why it's immature to hold your thoughts in or hide the way others are mistreating you. It's self destructive and it sets up that company/employee to abuse another customer the same way they did to you. BoA has one of the worst service and customer satisfaction records of any major company, and certainly of all the banks. I absolutely refuse to have an account with them. When a company treats their customers like shit, they deserve to go out of business. Somebody else will do the job better and with a smile. Why are you protecting someone that's mistreating you? Have some self respect about it. It's like some bizarre corporate Stockholm syndrome. And how on earth is the company going to improve if customers are afraid or passive about that type of information? Look at this: http://www.escapistmagazine.com/news/view/114994-Ocean-Marketing-Attempts-To-Extort-Former-Client The guy is simply a terrible human being. | ||
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jacosajh
2919 Posts
I didn't feel the need to get some customer service rep who probably gets pressure from upper management to uphold their greedy decisions in trouble. This happens all of the time. Remember when that guy from America Online? This is how you set up your customer service reps to fail. Place some highly unrealistic goals and tell them they will get points docked and some metrics will show they are ineffective, etc. (a la, T-Mobile regional customer service center where some of my friends work). Just so executives can pad their pocket. The company apologizes when its brought to light, but are they really sorry? No. Just like the maker of the Avengers. He's trying to distance himself only because he knows its negative publicity for his product. But he knows a lot of it is HIS fault. At the end of the day, I'm not going to make some customer service rep's life a living hell just because they were doing their job. And the company keeps doing it anyways. There are better ways to deal with the situation. While I'm not condoning what he's doing in that link... there simply isn't enough information there. If it really is part of his contract, etc. etc. there's no way around it. In business, that's just another day in the office. It's douchy, but that is how a lot of people make their living (a good one at that). So if he's legally / technically owed money because the company owner didn't protect himself from situations like this, it's not extortion because it's not illegal. There is a direct difference. How I feel about Paul (that he's a stupid childish douchebag) has no bearing on the technicalities of the issue. Of course the media is going to commingle the facts and mob mentality against him to make the story all that much more touching. At this point, I'm not even concentrating so much on what Paul deserves or doesn't deserve. Just that Kotkin does deserve what happened to him as well. He failed his customer service rep / PR and by extension his customers. How easy would it have been for him to say "Hey, listen let's send a mass e-mail saying it'll be late. We're VERY SORRY. It's on its way. But we're going to give everyone 25% off." | ||
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PJFrylar
United States350 Posts
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jacosajh
2919 Posts
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