I just had to go through this within the last week. I had to call someone before I made the last payment for their services and say it was not done to my satisfaction. It didn't take but 5 minutes and the provider was more than willing to make it right. But if I didn't call I'd be stuck complaining rather than taking some time and effort to get it right. I often wonder if part of what our society is doing is creating victims that would rather complain about how they were cheated rather than make the effort to get what you paid for.
jmiller, I'm afraid you may be right. I get the impression that people are less and less interested in anything resembling conflict or confrontation with another person. I can sure understand that myself, since it often seems like I'm using a lot of time and energy just making people at these institutions do their jobs: the norm is no longer correct operation, it seems. But avoiding conflicts doesn't exactly teach us how to manage and negotiate them, and it lets companies get away with taking our money and not giving us what we're paying for.
I think that's true, but I usually persist even when it takes a lot of time. It just galls me that some companies seem to be counting on people giving up halfway through the process, and I want them to know that not everyone is easily discouraged.
I agree that companies can actually make a good impression with new customers as well as keep old customers with good old fashioned customer service. Fix the problem and don't just tell me you are sorry.
Some people look online for reviews on the products they're looking to purchase. It's not uncommon to buy a product based on rave reviews and wind up with a lemon. It seems the author made lemonade with his.
Well, tekochip, it's nice to hear some companies still do things the old-fashioned way with great success. Customer service, once the differentiator of businesses, seems to have gone out the door these days, but hearing this story makes me think all hope is not lost, and some companies still get it. I think it's more, not less important, as we become more connected digitally to retain more personal relationships with the companies we do business with.
I agree entirely. I found it very frustrating and it took far longer than a live conversation would have taken, but the service was available and they did get my device to work (they block some DNSs- perhaps a monkey story).
That reminds me, back in the Spring I needed some help from AT&T. They had real people on the phone that gave you personal numbers to call them back on and even performed a follow-up afterward to make sure everything was still working. It was a very difficult issue (on their side) that took all day to resolve, but their service was personal, knowledgeable and responsive.
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