Customer Service Stories

[DollFin]

OK, I have worked in customer service in one form or another for many years, so I try my best to empathize with the people I deal with when I am the customer, and never to yell at anyone when there is a problem or make unreasonable demands. I had to deal with more than my share of abuse and outright stupidity. Still, I have seen far too many examples of people who, either because of a bad attitude or just being clueless in general, really have no business being involved with customer service. So, I'm curious - what are your "bad customer/customer service service stories"? I'm looking for both sides of the coin here. If you're involved with customer service, who was your "customer from hell?" If you've had a sales rep, food server, receptionist, etc with the IQ of toast, vent here!

My favorite examples; as a sales rep, I once used to sell screen printing supplies. One day, a woman called me up and ordered a bottle of ink. Didn't ask any questions, didn't sound hesitant, gave me the specific brand, type and color of ink she wanted and said she'd pick it up later that day. A couple of days later, she called me back, FURIOUS with me because I had failed to tell her that the ink she bought was for screen printing and not for hand painting. I explained that, had she asked, I would have told here that the ink could not be used for hand painting, but since she never asked any questions and just told me she needed the ink, I had no way to know that she really wanted PAINT instead of INK. She told me that I should ALWAYS tell people they can't use ink for painting. Um, we sold SCREEN PRINTING SUPPLIES. Our customers were, gee, let me think... SCREEN PRINTERS??? I'm supposed to tell them all, every single times they order, "Oh, just so you know, this is screen printing ink so you can't use it for painting"? I was not sarcastic like that when I talked to her (much as I would loved to have been) but I did politely explain that if a customer orders a specific product and does not ask any questions about the product, it is logical to assume they know the proper use for that product. I also told here how to contact a nearby company that sold fabric paint. Still, she continued to insist it was my fault for not telling her that she couldn't paint with screen printing ink. Oh well.

Other side of the coin: I was at the movie theater once and went to get a soda from the concession stand. Now I hate paying $3.00 for a soda and having it be 90% ice so I always ask them to go easy on the ice. So I asked for a "root beer with light ice" - I've phrased it that way many times and never had anyone not know what I meant until then - the guy gave me a blank stare and said "ma'am we only have one kind of ice here".

[Lloyd De Jongh]

Hi

Great topic of discussion. I am new to diving, having been involved in rock climbing and Search and Rescue in Cape Town. Moving to Dubai I was looking for something active to do since choices are more limited here, and diving seemed a great option.

This led to the need for gear. I have been nuying online for years, and am happy with the result, however diving gear is not cheap, especially when you factor in international shipping and currency exchange rates. Since dive gear is cheaper in the US than here on the whole, I chose to buy online.

I bought at a well known online store, and saved a bundle. One item of kit failed to work underwater, so I asked if I could swap it out, only to be told it cannot be returned once used. This leads me to wonder how I am to know if it works unless I try it out. What irks me though, is the fact that I spent $280 there, and am spending an additonal $900 in January on other gear, but and there was no sense of sympathy or concern. It was the most abrupt, unconcerned communication I have experienced from online stores ever.

In repsonse to some technical questions (which involved additional revenue for the people concerned) I was given abrupt answers of the 3 words or less variety. There was absolutely no rapport, no interest, just a point blank take it or leave it, I'm busy, get off my back vibe.

It means I'm thinking twice about doing business there again... which is how I ended up here...


Regards

Lloyd

[MConnelly2]

Here's a GOOD story:

Ordered a ScubaPro LP hose for an AIR2 from ScubaToys. Got here a day and a half before I was set to go diving, and the hose didn't work! The schraeder valve was missing! So I called ScubaPro, was very nice about it (getting cranky with people never helps), and they, in turn, sent a replacement out Next Day Air so I'd have the hose the next day and could install it in time to dive first thing the morning after.

THAT is good Customer Service, and the kind that generates a loyal repeat customer base.

S/F,
-Mike

[TxScubaBear]

Lloyd, sorry to hear about your experiences, one would hope there is a little market competition going on so you can choose another from which to buy from. A lot of us here have "tried" ST once and by golly we're addicted. The sport is addicting, but when you get top-notch customer service whether in person or on the phone from them, you (ok, I...) never want to go back to the local LDS shops.

[cummings66]

I run into bad customer service on a daily basis. I repair electronics and have many opportunities to call RCA, they absolutely do not care at all about the customer. I've recently had the sad misfortune to deal with HP and they too don't care. I had a laptop quit on me, they told me a motherboard would be replaced and when I got it back it was still broken and now had many scratches on the cover.

I called them back up and they basically said, sorry, send it back. I asked them about the scratches and they said you can't prove we did it so we won't pay or replace it. I said I'm taking pictures of it when I ship it back again as proof and they said, you can't prove you didn't do it once it shows back up, so if there are more scratches we still won't pay. Pretty bad, take a photo showing pristine looks, comes back scratched and they say you can't prove you didn't do it when you got it back.

Talk about poor customer service, that sucks.

[Bill]

I am a district manager for Kroger (grocery stores) in Dallas. I can tell you stories that would make your hair stand on end ! Both from my associates and customers. Let's just say that there are opportunities on both sides of the equation to be correct.

People have bad days and treat others with disdain. Our goal is always to deliver the very best service, to exceed customers expectations.

Living in Dallas, I have had many opportunities to visit ST many times and they always deliver excellent service. I have had the opportunity to select a custom reg package, to take AOW and to have a service/warranty issue with them, and every time they exceeded my expectations. Professional in every way, the ST team is simply outstanding in delivering customer service.

Bill

[snagel]

Great topic...just really have a statement. I am sick and tired of working hard to be somebody's customer. It seems that it is getting worse everyday. To find a business that provides good customer service is very rare now days. I'm through with it and will not tolerate it. If I'm not treated like a customer, I take my money elsewhere. My wife disagrees with this approach. We have been in many resturaunts and the food was terrible and over priced. The service was non-existant. The only time you see the waiter is when they bring the bill. I don't go back. My wife hates this because she likes some of these places, but they won't see another penny from me. I go out of my way to tell everybody that their business sucks.

Let's see: Emerson Electronics - Bought a stereo from them 20 years ago. Within a week it didn't work, they refused to give me a refund or exchange - never bought from them again; Red Lobster - What happend are they the fastfood place for seafood now days at $60 a plate?; Toshiba Electronics - Bought a laptop from them with the so-called $200 rebate - nope. Never got it and when I asked they said the deadline had passed even though I could prove that I sent them the rebate within their time frame; Pitts Mobile Homes (In central Missouri). Bought a home for my mother through them. Once they got the money, everything went into slow motion on completion. Had to threaten to call the Attorney General and take an ad out in their local paper saying what crooks they are; Cingular - Get the $150 rebate...yea right...they send you 10 weeks later several visa rebate cards - not for $150, they spread this out into $50 here and $20 in a couple weeks. When you try and use them, they don't work. If you call the 1-800 number on the back of the card you get a recording, but can't talk to anybody. If you call Cingular, they refer you to the 1-800 number; I can go on and on.

Customers...stand up and unite. Let's put those businesses out of business that don't understand who is their bread and butter.

Okay, got that off my chest....cheers.

S. Nagel

[Osprey]

I work as a body artist at Busch Gardens.
One day we had a woman come up asking if we saw her sister. She said that she had left her sister sleeping on a bench (EH?) and wandered off. We tell her that she can ask security about it and they can easily help. She tells us, "no, you don't understand, I LEFT her and now she's gone". Confused, we tell her again, please go see security. She finally snorts, declares we have no idea what we're talking about (double confusion!!) and storms off

Back when I worked at petsmart a woman called us saying her chinchilla was laying on it's side. We asked what was going on, and she was like "well he's been in the aquarium all day and he just won't swim!" Horrified, we begin asking her wtf she's doing since chinchillas don't even bathe in water, they use dust! After several minutes she finally says "no no, a chinchilla.. like an oscar." We then quickly replied, "You mean a CICHLID????" and she was like "oh yeah! That's the name!"

I almost had a fit. lol. There were also the people asking where the chikletts were. Gum?? No.. the fish. CICHLIDS!!!

[Grizbear98]

I have problems with Capital One all the time, they charge you late fees for things you payed early, its impossible to get credit inform off of your card, and every time you call either one of their customer service numbers they won't let you talk to a person unless you go to their fraud or theft line

[mitchy]

I find customer service is at an all time low across the board. Maybe its a generational thing, I don't know. I can't even go to a convenience store with the clerk saying a bare minimum to me because they are on the phone. And cell phones... don't get me started. Hmmm...an idea for a new thread.