Service of Disappointment
April 21st, 2022
Categories: Customer Care, Customer Service, E-Commerce, E-tailing, Gifts, Insurance, Training
Image by Clker-Free-Vector-Images from Pixabay
The saying “less is more,” may apply to interior design but I’m finding that more and more we get less for our money.
What Happened to “Neither Rain nor Snow….”
There is a postbox about four blocks from my apartment in a commercial neighborhood with pickups three times a day, the last at 5 p.m. When I went there this week the times had changed: Now its once a day at 11:00 a.m. not only there but in all the boxes I checked nearby. That early in the day might be a good time for postal workers perhaps but not so hot for customers.
Yes then No
A friend was scheduled for surgery which entailed three days in the hospital and a week at a rehab facility. She knew the drill from a previous operation and all was approved. The day before hospital discharge she learned that her insurance wouldn’t cover the cost of rehab. She lives alone. Don’t you love how insurance companies–not doctors–determine how we are treated?
Poor Training
I tried to buy a gift online and the system wouldn’t work so I called the 800 number and placed the order. I opted to pick up the item at the store, a short walk from home because its feather weight and tiny size didn’t warrant the $6.99 shipping fee. The customer service rep said they’d send it home, as it was easier, [not sure for whom], and he’d remove the shipping fee. Long story short, when I was charged the fee I called and customer service told me I had to work it out with my credit card company. This didn’t set well so I contacted headquarters and eventually it was sorted. No more online purchases for me from these folks. Customer care operators should be trained not to turn off customers.
Have you been disappointed by a service lately?
Tags: USPS
Linda on Facebook: Just the opposite thankfully. Wound up with $1.04 due to Amex this month (long story). I called asking to have it waived or pushed off to next billing period and instead pleasantly was credited $2. So I’m 96 cents ahead of the game next month. A rare win indeed.
Linda,
Such a relief and an omen that things will soon turn around for me and other friends experiencing a service downturn. I have found that while it can be frustrating to reach a human at big businesses some, like my Rx insurance, respond in short order. When that happens it is time for celebration.
My mind is subject to change on this, but I was pleasantly surprised when my prescription drug plan refunded a hefty amount of money for a prescription for which it had charged my credit card twice. I wasn’t even aware of the double charge.
And the Optimum cable guy actually arrived at my apartment 30 minutes before the scheduled arrival between 2 and 5PM.
Can this last?
Linda on Facebook: Oh don’t get me started on my new RX insurance. Used for first time this week. So far I hate it. Expensive and customer service was useless. Ugh!
ASK,
Hooray! I don’t want the cloud over here moving your way and I hope that the lucky streak you’ve experienced trots in my direction!
Here’s hoping I’m not jinxing myself, but most reps I deal with seem eager to please. There have been exceptions, but none that can’t be dealt with effectively.
Lucrezia,
What gets me is the time it takes to unravel mistakes, some of which cause damage, as well as the approach of tossing the problem back at the customer to resolve. Grump.