When it comes to customer service, I am very appreciative of good service. On the other hand, I have to work really hard at not getting upset with BAD service. Why do I get upset? I guess because I figure these people are being paid to be competent, NOT incompetent, or what the French would call, "LES INCOMPÉTENTS!" I expect to get value for my money, and/or at least be given the correct information when I request it.
These three cases in point have all happened in the last week.
Case in point Number 1: I had a credit balance of over $600.00 with our provincial utility by the end of February. Since I was going to be away the entire month of March, I called their customer service department, inquiring as to whether I could skip the March bill payment, because of my credit position, the result of equal billing. I was told by a CUSTOMER SERVICE REP, that that would be fine! I would NOT be charged a late payment charge. Well, it wasn't FINE! This week I received my current bill, WITH a late payment charge. So I called, requesting service in French. I had to switch to English, because the rep just wasn't understanding my problem. Get this? They will withdraw the late payment charge, but only because I am a customer in good standing, because technically, I didn't pay my March bill. My bill balance and my equal billing balance are two complete and separate accounts I was told. Isn't that funny? My BILL this month indicates that I am NOT to pay, because I have a credit.
Case in point Number 2: I sold my old cell phone, when I upgraded. The poor woman who bought it, still cannot activate it with a major telecom company, because despite my THREE requests, one online, one by phone and one by Live Chat, my phone has YET to be unlocked. THREE TIMES I have been assured I would receive an email telling me my phone was unlocked, with FURTHER instructions. I swear, I could easily throttle the second person, whose name was Bill, who told me last night that he was ESCALATING my request, and the phone would be unlocked within four hours. Didn't happen. I reserve judgement on the third person, Karen, who said it would be unlocked within five hours today. On a point of principle, I refuse to give the poor woman her money back, (YET!). I may do so gladly, take back the phone, and THROW it in the garbage. If I had high blood pressure, I would definitely be D-E-A-D by now!
Case in point Number 3: I ordered a self inflating sleeping pad online, from a major sport/leisure company. I rarely order online. Now I know why! I received the product quite promptly, but it doesn't self inflate. I have watched videos online, reread reviews and followed tips that other purchasers shared about this product, ALL to no avail. I am totally frustrated. I am going to return it to said store, when I travel to Halifax soon, and get my money back. No more online purchasing for me.
Though I hasten to add, I am awaiting the delivery of my new cell phone case, ordered ONLINE last week, obviously when I was not in possession of A+L+L my faculties! I wonder what screw-up is going to happen with that purchase. Any bets?
Such good examples of BAD SERVICE. It seems to be normal these days. I have experienced two incidents of bad service my self last week. Both were in big box stores where clerks either did not care or had no interest in finding the info for us. Could this be because of poor working conditions, poor wages, low self esteem or little or no training. Have been very frustrated myself Joanne. However, I always compliment staff who give me good service and will often let supervisors in facility know how pleased I was with that staff member. Keep them coming Lovely Lady, I so enjoy your blogs. I wish I had the way with words like you do. Hugs.
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