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Thread: Majority of Americans fed up with poor customer service

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    Re: Majority of Americans fed up with poor customer service

    Quote Originally Posted by jamesrage View Post
    I think anyone would be a complete dick if they had to listen press 1 for this,press two for this,press three for that for several minutes topped with "if you need such and such thing please go to ****ourcustomers.com" repeated over and over and over again while you wait on hold for several minutes to talk to a real person. I do not think you a customer service representative have to go through a BS phone automated system just to talk to customers.
    Exactly! Many of these automated systems seem designed to irritate customers into a blind fury before they ever talk to a person. Telling me how "valued" my call is when I'm on hold for twenty minutes while being transfered to the third person who can't help me tends to annoy me.

    Another thing that annoys me to no end is people who's accent or voice makes it nearly impossible to undertand them. If your job centers around being able to communicate with customers, then you need to be able to be easily understood. I remember one woman who had such a thick accent and spoke in such a tiny whisper that it was impossible to understand a single word she said.

    Also, playing transfer ping pong drives me insane. I can understand if the first person can't help me, but I don't think its unreasonable to expect to then be transfered to a person who can help me. I can't stand having to speak to three, four, or five differetn people before I find someone able to actually help me. Bonus frustration points if they all ask me the same questions and have me go through the same "troubleshooting" techniques I've already done.
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    Re: Majority of Americans fed up with poor customer service

    Man do I hate the press 1 for this 2 for that 3 for this other **** 4 for something else..... What I really hate about them is that most of ALL of the listed stuff is crap I could do on my own.
    I hate how customer service, especially technical support, assumes you are an absolute ****ing moron.

    Example: Storm came through and knocked out power to the house for about an hour. Power was restored but my TV/Phone/Internetz were out. I went to bed (it was late). The next day I got up and went to court, came home and my wife was complaining about how the Internet/Phone/TV was still out, even though he had power restored for like 12 hours. I went to power cycle and do all the niffy little gadgets you do to these gateways to try to "jump start" them back into working properly. I then call the customer service/technical support line. I call and get the usual language deal, no big deal, hit 1 and continued...
    Then I get a long list of "For Billing, press this, for sales press that, for some other stupid **** press this, for technical support or to report a problem with your service press this other button" So I press it, then I am faced with options for really dumb **** like, "How to use the internet" and other such ignorant nonsense, finally I get the button for reporting a problem with my service, and sit on hold for like 10 minutes before a guy answers the phone (sounding oh so bothered that he had to take a call) and does his 10 second long "thank you for calling blah this is blah, blah blah blah blah, how can I help you?" I tell him what my problem is, and what Ive done to fix it. He then starts asking me stupid **** like "is it plugged in?" NO **** ITS PLUGGED IN IDIOT I JUST TOLD YOU THE THINGS I TRIED TO DO TO MAKE SURE IT WASN'T ON MY END! Then he sends me through the SAME **** I JUST DID! THEN he says he needs to transfer me to someone else. So I wait 15 more minutes before I get ahold of them. I tell them what is going on and they check to see if it is on their end, and then they finally put the work order in to have a technician come out to fix the problem.

    I only wish that were the end of it.

    So the technician comes out and he immediately assumes it is a problem with the hardware (wires/cables within the house and outside) and starts tinkering around and taking 40 minutes to finally realize its not in my house so THEN he decides to check their neighborhood box around the corner and realizes the problem was there, fixed it, and then we had our services back.

    I REALLY wish these folks would just listen to what the customer has to say about the problem, we aren't all idiots.
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    Re: Majority of Americans fed up with poor customer service

    One of the reasons that I have to call customer service so often stems from a complete lack of quality assurance. When I read: Use the 4 thumb screws provided, and there are no thumb screws to be found anywhere in the box that I received, it saddens me greatly. Or things that do not work right when you receive them. My wife had to go though 4 brands of coffee makers from Walmart before she brought one home that worked. She probably had better things to do than to drive back and forth to Walmart 4 times.

    My biggest pet peeve concerns the customer service that has a computer ask you questions, then when you state the problem you get: "I didn't get that, please state the problem again". I've found that cussing at the computer voice gets me to a real person much quicker.

    Ex: "Please state the problem again". "Go **** yourself you piece of ****, son-of-a-bitchen, cocksucking, poor excuse for a silicon blob". "Wait one moment while I transfer your call". :-)
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    Re: Majority of Americans fed up with poor customer service

    Inflexible tech support is my biggest pet peeve. When I call you and tell you I've restarted the router, restarted the computer, re-configured the network, done a ping test, reset everything, hopped on one foot while reciting the ABCs, and prayed to the technology gods, please don't leave me in tier 1 answering the question, "Is the router's power light lit?" Send me up to the next level. I've already covered the basics...that's why I'm calling. I don't have time to be on the phone for an hour while you run me through the crap I've already done.

    On another note, I typically give the company two chances. After the second chance I discontinue service with them and provide a review of the experience on any consumer site I can find. A manager at Best Buy told me "You're stupid if you threw away your credit card. Stop being a bitch and exchange the product" after I asked him why I couldn't get the refund on the new card (same card number, different expiration date). I knew he was wrong, I wasn't rude, didn't raise my voice. I was frustrated, but I was about 99% sure he just didn't understand what the problem was, so I was trying to get us to a point of consensus. That didn't happen. So his name, the store address, and the exchange were plastered all over the place, and a letter was sent to corporate. We don't go to that Best Buy anymore. Unfortunately, it's the only electronics/tech store that's even remotely tolerable, so we stuck w/the company, but not the location...
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    Re: Majority of Americans fed up with poor customer service

    Quote Originally Posted by tessaesque View Post
    Inflexible tech support is my biggest pet peeve. When I call you and tell you I've restarted the router, restarted the computer, re-configured the network, done a ping test, reset everything, hopped on one foot while reciting the ABCs, and prayed to the technology gods, please don't leave me in tier 1 answering the question, "Is the router's power light lit?" Send me up to the next level. I've already covered the basics...that's why I'm calling. I don't have time to be on the phone for an hour while you run me through the crap I've already done.

    On another note, I typically give the company two chances. After the second chance I discontinue service with them and provide a review of the experience on any consumer site I can find. A manager at Best Buy told me "You're stupid if you threw away your credit card. Stop being a bitch and exchange the product" after I asked him why I couldn't get the refund on the new card (same card number, different expiration date). I knew he was wrong, I wasn't rude, didn't raise my voice. I was frustrated, but I was about 99% sure he just didn't understand what the problem was, so I was trying to get us to a point of consensus. That didn't happen. So his name, the store address, and the exchange were plastered all over the place, and a letter was sent to corporate. We don't go to that Best Buy anymore. Unfortunately, it's the only electronics/tech store that's even remotely tolerable, so we stuck w/the company, but not the location...
    I had an issue with Verizon Internet support once... router issues I could not resolve myself (I've been in IT/Application support for 10 years), so I called their support line. The guy knew about as much as my 10 yr old son in regards to the router setup, etc. He kept putting me on hold, asking me the same questions3-4 times in different ways, telling me to do things that did not match the model router I just told him I had, etc.

    Finally, after about 20 minutes of this, I asked to be transferred to someone who knew what they were doing. He got huffy and hung up on me. I was about to call back when the phone rang. It was the tech who hung up on me, and his exact words were 'I have a bachelors degree in Information Technology, asshole!', and he hung up again.

    Needless to say I called, got the supervisor, got my problem resolved in about 3 minutes. The supervisor also got the tech on the line with us and after the tech lied about what he said, assured me he'd be dealt with (no way to know if anything was ever reaelly done).

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    Re: Majority of Americans fed up with poor customer service

    Quote Originally Posted by Whovian View Post
    I had an issue with Verizon Internet support once... router issues I could not resolve myself (I've been in IT/Application support for 10 years), so I called their support line. The guy knew about as much as my 10 yr old son in regards to the router setup, etc. He kept putting me on hold, asking me the same questions3-4 times in different ways, telling me to do things that did not match the model router I just told him I had, etc.

    Finally, after about 20 minutes of this, I asked to be transferred to someone who knew what they were doing. He got huffy and hung up on me. I was about to call back when the phone rang. It was the tech who hung up on me, and his exact words were 'I have a bachelors degree in Information Technology, asshole!', and he hung up again.

    Needless to say I called, got the supervisor, got my problem resolved in about 3 minutes. The supervisor also got the tech on the line with us and after the tech lied about what he said, assured me he'd be dealt with (no way to know if anything was ever reaelly done).
    It almost invalidates a tech degree when you have idiots like that working in tech support.
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    Re: Majority of Americans fed up with poor customer service

    There is no real customer service anymore...corps dont want to pay for it just like they dont want to pay for security. So everyone just has to put up with what they throw at you...just more corporate greed

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    Re: Majority of Americans fed up with poor customer service

    Quote Originally Posted by jamesrage View Post
    I think anyone would be a complete dick if they had to listen press 1 for this,press two for this,press three for that for several minutes topped with "if you need such and such thing please go to ****ourcustomers.com" or some other message repeated over and over and over again while you wait on hold for several minutes to talk to a real person. I do not think you a customer service representative have to go through a BS phone automated system just to talk to customers.
    Worse is when you have to speak to the robot.

    Say "billing" for billing department. Say "sales" for sales department.

    Billing.

    I'm sorry. I did not understand that. Did you say "sales?"

    BILLING.

    I'm sorry, I did not understand that. Did you say "apple pie?"

    BILLING

    Goodbye!
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    We’ll say what? Something like “nothing happened” ... Yeah, we might say something like that.

  9. #29
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    Re: Majority of Americans fed up with poor customer service

    Quote Originally Posted by Caine View Post
    Man do I hate the press 1 for this 2 for that 3 for this other **** 4 for something else..... What I really hate about them is that most of ALL of the listed stuff is crap I could do on my own.
    I hate how customer service, especially technical support, assumes you are an absolute ****ing moron.

    Example: Storm came through and knocked out power to the house for about an hour. Power was restored but my TV/Phone/Internetz were out. I went to bed (it was late). The next day I got up and went to court, came home and my wife was complaining about how the Internet/Phone/TV was still out, even though he had power restored for like 12 hours. I went to power cycle and do all the niffy little gadgets you do to these gateways to try to "jump start" them back into working properly. I then call the customer service/technical support line. I call and get the usual language deal, no big deal, hit 1 and continued...
    Then I get a long list of "For Billing, press this, for sales press that, for some other stupid **** press this, for technical support or to report a problem with your service press this other button" So I press it, then I am faced with options for really dumb **** like, "How to use the internet" and other such ignorant nonsense, finally I get the button for reporting a problem with my service, and sit on hold for like 10 minutes before a guy answers the phone (sounding oh so bothered that he had to take a call) and does his 10 second long "thank you for calling blah this is blah, blah blah blah blah, how can I help you?" I tell him what my problem is, and what Ive done to fix it. He then starts asking me stupid **** like "is it plugged in?" NO **** ITS PLUGGED IN IDIOT I JUST TOLD YOU THE THINGS I TRIED TO DO TO MAKE SURE IT WASN'T ON MY END! Then he sends me through the SAME **** I JUST DID! THEN he says he needs to transfer me to someone else. So I wait 15 more minutes before I get ahold of them. I tell them what is going on and they check to see if it is on their end, and then they finally put the work order in to have a technician come out to fix the problem.

    I only wish that were the end of it.

    So the technician comes out and he immediately assumes it is a problem with the hardware (wires/cables within the house and outside) and starts tinkering around and taking 40 minutes to finally realize its not in my house so THEN he decides to check their neighborhood box around the corner and realizes the problem was there, fixed it, and then we had our services back.

    I REALLY wish these folks would just listen to what the customer has to say about the problem, we aren't all idiots.
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  10. #30
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    Re: Majority of Americans fed up with poor customer service

    Quote Originally Posted by Deuce View Post
    Worse is when you have to speak to the robot.

    Say "billing" for billing department. Say "sales" for sales department.

    Billing.

    I'm sorry. I did not understand that. Did you say "sales?"

    BILLING.

    I'm sorry, I did not understand that. Did you say "apple pie?"

    BILLING

    Goodbye!
    I bet those jackasses who came up with that probably think it is somehow better than the press a button system. If was better then you could say operator,real person or something else to take you automatically to a real person, but they do not want to do that.
    "A nation can survive its fools, and even the ambitious. But it cannot survive treason from within. An enemy at the gates is less formidable, for he is known and carries his banner openly. But the traitor moves amongst those within the gate freely, his sly whispers rustling through all the alleys, heard in the very halls of government itself. For the traitor appears not a traitor; he speaks in accents familiar to his victims, and he wears their face and their arguments, he appeals to the baseness that lies deep in the hearts of all men. He rots the soul of a nation, he works secretly and unknown in the night to undermine the pillars of the city, he infects the body politic so that it can no longer resist. A murder is less to fear"

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