Companies that make you jump through hoops to resolve a problem they caused

supermonkey

Am I the only one that's annoyed by this.

I have no problem letting the company know that they've caused a problem - in some cases, nothing would happen if I didn't.

But why is it that sending a quick email can get a "please call on this number to sort". Why? I've let you know sort it. So you call the number, wait on hold & finally speak to someone & they transfer you to another department etc. If the staff know which department needs talking to, why don't they phone or email for me? It's not much to ask when/if they've made a monumental error!

Sorry for the rant - just a bit fed up that I've have to waste my time on multiple companies in this way!

adamc260

Ditto, customer service nower days is poor at best for most companies.

earthstorm

Thats because when you first call you are talking to the college kid on reception who knows nothing, best think is to find the email to the ceo department and email direct to the top

pmduk

They'd rather you went away, sorting problems costs them money.

mttylad

On the other hand,customer satisfaction from customer support is very important and many CS representatives go way out of their way to try and help the customer.

It may take time, it may cost money but keeping the customer happy is the no1 goal.

However when someone rings up and does not explain themselves well, or goes on about irrelevant issues they can often be put through to the wrong person/wrong department which means that when eventually put through to the CS rep (who may not be able to immediately resolve the issue) has to go through a long list of questions etc to try and find the cause of the issue.

And then they may have to pass it over to someone else, perhaps someone more senior.

And then - yes the caller will have to go through the whole process of explaining the issue again because as much as you think thre are - there are not automated systems that record everything you just said and pass this over to the next person using a vulcan mind meld

And once the higher up person has made a decision it gets passed back to the lowly CS rep to deal with - again.

CS reps - kept in the dark, told nothing - expected to cure all the worlds ails instantly.

unholyangel

I had that with a broadband supplier. Billed me (residential customer) for a business installation which put me over credit limit (as internet was only £10 a month at the time) and suspended my services as a result.

Called them, I pointed out their error, that I hadn't asked for or received a business installation and they then asked me to pay it until they could resolve it.

I said no way, as they'd credit it to my account and it would just sit there as a credit balance with my internet being deducted each month. Meaning i'd be paying upfront for over 4 years service!

They kept telling me I must pay it. There was no other way to fix it. I used unfair contract terms to enhance my viewpoint and suddenly, they could delete the charge and reinstate my services within 24 hours.

Virgin media. Fantastic service until something goes wrong.

Littlestars_2

mttylad wrote: »

On the other hand,customer satisfaction from customer support is very important and many CS representatives go way out of their way to try and help the customer.

It may take time, it may cost money but keeping the customer happy is the no1 goal.

However when someone rings up and does not explain themselves well, or goes on about irrelevant issues they can often be put through to the wrong person/wrong department which means that when eventually put through to the CS rep (who may not be able to immediately resolve the issue) has to go through a long list of questions etc to try and find the cause of the issue.

And then they may have to pass it over to someone else, perhaps someone more senior.

And then - yes the caller will have to go through the whole process of explaining the issue again because as much as you think thre are - there are not automated systems that record everything you just said and pass this over to the next person using a vulcan mind meld

And once the higher up person has made a decision it gets passed back to the lowly CS rep to deal with - again.

CS reps - kept in the dark, told nothing - expected to cure all the worlds ails instantly.

The thing to remember as well is sometimes when people complain about bad customer service half the time most of them are just bad customers. Sometimes there is only so much people on the front line can so, things need to get referred to other departments and that can take a day or two, things do go wrong with deliveries, items may be faulty and heck most reps do the best they can to fix and help as much as possible. But sometimes there is no need for customers to be so darn rude regarding things even when its something simple as enquiring about a product or because they needed an item next day but choose standard delivery, the way some people speak over the phone is dreadful.

Computersaysno

Don't waste your time or money calling any company.

Email them telling them what you want them to do.

Email them an LBCCC.

Issues papers online.

Receive payment.

Simples.

WiggyDiggyPoo

supermonkey wrote: »

Am I the only one that's annoyed by this.

I have no problem letting the company know that they've caused a problem - in some cases, nothing would happen if I didn't.

But why is it that sending a quick email can get a "please call on this number to sort". Why? I've let you know sort it. So you call the number, wait on hold & finally speak to someone & they transfer you to another department etc. If the staff know which department needs talking to, why don't they phone or email for me? It's not much to ask when/if they've made a monumental error!

Sorry for the rant - just a bit fed up that I've have to waste my time on multiple companies in this way!

Did this last night, ongoing technical fault on BB so called to report. I asked to escalate it as a complaint and the lad tried to get me to hold for a manager, no thanks I said - you call me tomorrow, I'm only calling now as the fault has just reoccurred and I wanted to report it.

Still awaiting callback mind but there's time yet:o

mttylad

Littlestars wrote: »

The thing to remember as well is sometimes when people complain about bad customer service half the time most of them are just bad customers. Sometimes there is only so much people on the front line can so, things need to get referred to other departments and that can take a day or two, things do go wrong with deliveries, items may be faulty and heck most reps do the best they can to fix and help as much as possible. But sometimes there is no need for customers to be so darn rude regarding things even when its something simple as enquiring about a product or because they needed an item next day but choose standard delivery, the way some people speak over the phone is dreadful.

Exactly, my wife works in a supermarket and is often in tears with sleepless nights because of the extreme abuse that people give her on the offset when she has had nothing to do with their slight issue, and the end result is usually that they expect some compensation (their main aim IMO).

There is no need for it.