What’s on your mind?

[Scepticalscribe]

The confirmed death of customer service.

I would love to know why it is now the "norm" to sit on hold for 30 minutes plus to at times never get answered or more infuriatingly dumped into a voicemail box after X amount of time. Every single company I call is "experiencing higher than expected call volume and extended hold times", how about you hire some more people? They all take your online order quickly but god forbid you have a question.

Before anyone asks it is a benefit of WFH that you can leave a cell phone on your desk while on extended hold.

Yup! Customer service is dead indeed...

In fact, here's a good one for ya: I once called Roland (the company that makes audio gear/instruments) because I had issues with one of their recording products. So one day, I called them to ask about said problem, and they not only put me on hold for half an hour, but they then "gave up on me" and just said, "all of our agents are currently assisting other customers. Please leave a message, and we'll get back to you as soon as possible." Well that never happened, so I tried again, and got the same result. Tried a third time, same thing, so I just gave up.

Just WHY!! Did I somehow call them each of the three times when "all of the agents" were busy, and not only that, but so busy that they put me to voicemail?! Hmmm....

I will never understand why companies are so keen to acquire new customers, but cannot be bothered to put in the minimum of effort, and courtesy, and decency, not to mention service and support - into retaining the customers that they already have.

This practice ("we are experiencing higher than expected call volume.....all of our agents are currently busy assisting..."....) is really irksome, tedious and trying, and - while this may come as a surprise to some enterprises or companies - especially those that spend vast fortunes on marketing - this sort of service does little to endear them to us.

They are either so disengaged and disinterested in the operational end of their business, or else, so cocooned in their own delusional bubble, that they are always astonished that people remember (indeed, never forget) poor service.

As @icanhazmac rightly says, why not hire more people? And then train them properly, (pay them properly) and give them the autonomy and resources to be able to actually deal with your complaint or concern if and when they do finally get around to answering their phone?

And, if this experience really takes the form of "a higher than expected volume of calls" why is this message repeated each and every time that you attempt to contact them?

Does this mean that "higher than expected" is the norm? And, if so, why not address it, and take steps to deal with it so that it is no longer the norm?

 

[Scepticalscribe]

Currently I am in the midst of 3 hours on hold (1 hour segments) with an auto parts manufacturer and all I need is an invoice! I called in an order a couple of days ago (which they answer your call for), but this order involves them putting together a "kit" of products. They have billed me and emailed a receipt of sorts but it is not itemized, that is all I need and 3 hours later still nothing. Totally unacceptable. I have also emailed 3 separate times!

Call the order office (those phones are invariably answered, usually by someone with an unctuous voice) and ask to be put through to the person in charge in order to register a complaint; have your paper trail - bills, receipts, plus email details, dates, times - to hand so that you can refer to it and cite it as needed.

 

[rm5]

Currently I am in the midst of 3 hours on hold (1 hour segments) with an auto parts manufacturer and all I need is an invoice! I called in an order a couple of days ago (which they answer your call for), but this order involves them putting together a "kit" of products. They have billed me and emailed a receipt of sorts but it is not itemized, that is all I need and 3 hours later still nothing. Totally unacceptable. I have also emailed 3 separate times!

Just reading this makes me want to scream out loud (but I can't lol).

I can't believe that this is normal nowadays. At some point, it's just flat out disrespectful (which I think is how that company you're trying to reach is acting).

 

[icanhazmac]

Call the order office (those phones are invariably answered, usually by someone with an unctuous voice) and ask to be put through to the person in charge in order to register a complaint; have your paper trail - bills, receipts, plus email details, dates, times - to hand so that you can refer to it and cite it as needed.

I called back the sales tech line, which is the only one they answer, I was given what I needed but in an odd way and was forced to listen to 57 excuses, new system, can't find anyone to hire, not how our process works, etc. At least I got my answer but this is an extremely odd time we are living in.

 

[Scepticalscribe]

Just reading this makes me want to scream out loud (but I can't lol).

I can't believe that this is normal nowadays. At some point, it's just flat out disrespectful (which I think is how that company you're trying to reach is acting).

Actually, it is not just disrespectful, and discourteous, to my mind, it is also a sign that you treat your customers with contempt.

Companies that take pride in their products rarely behave like this.

 

[Apple fanboy]

So as someone who has run a customer service team I’ll say at our place the phone is always picked up within three rings. How do we manage that? If one of the customer service team doesn’t answer it goes through to a wider group. It’s not rocket science.

But I will say that modern tech like online chat etc has made this sort of thing much worse.
Share holders want to spend as little as possible. If they can employ one person answering live chat enquiries rather than three people answering the phone, it improves the bottom line.

As others have said. Call the sales line. They get answered the quickest wherever you are!

 

[VulchR]

My new method for dealing with the UK NHS and local government officials: 'Fine - as long as you feel comfortable defending that decision in the press. How do you spell your name?' Works a charm so far.

[Anybody else feeling grumpy in their old age?]

 

[Scepticalscribe]

My new method for dealing with the UK NHS and local government officials: 'Fine - as long as you feel comfortable defending that decision in the press. How do you spell your name?' Works a charm so far.

[Anybody else feeling grumpy in their old age?]

Yes, "old man (or old woman) shakes fist and shouts at cloud" is something that - increasingly - I think that I can relate to rather well.

Sometimes I feel as though my brothers and I went from an angry alienated adolescence (though, with hindsight, one does begin to ask why - we were brought up in a stable, loving, progressive, middle class family, our hobbies and interests - and studies - encouraged and supported, a home where music and culture were respected, sport enjoyed, and history and politics, books and movies all discussed endlessly and excitedly - a world where most things were talked through) straight to a curmudgeonly middle age which seems to be about to segue into a grumpy old age.

Outside, there isn't a cloud to be seen or shouted at - just an overcast sky to contemplate.

 

[Apple fanboy]

Yes, "old man (or old woman) shakes fist and shouts at cloud" is something that - increasingly - I think that I can relate to rather well.

Sometimes I feel as though my brothers and I went from an angry alienated adolescence (though, with hindsight, one does begin to ask why - we were brought up in a stable, loving, progressive, middle class family, our hobbies and interests encouraged, a home where music and culture were respected, sport enjoyed, and history discussed endlessly and excitedly - a world where most things were talked through) straight to a curmudgeonly middle age which seems to be about to segue into a grumpy old age.

Outside, there isn't a cloud to be seen or shouted at - just an overcast sky to contemplate.

Be grateful. Just started to chuck it down here!
And about the family upbringing. Mine was very different to yours. Not terrible by any stretch, but more a bunch of people who shared the same residence in later years than a family.
Probably why I left the area I was brought up in when I was 18.
Even now I’m lucky if I see my Dad once a year. My Mum I think I’ve seen 2-3 times in the last 7 years. Maybe less.

 

[Scepticalscribe]

Be grateful. Just started to chuck it down here!
And about the family upbringing. Mine was very different to yours. Not terrible by any stretch, but more a bunch of people who shared the same residence in later years than a family.
Probably why I left the area I was brought up in when I was 18.
Even now I’m lucky if I see my Dad once a year. My Mum I think I’ve seen 2-3 times in the last 7 years. Maybe less.

Well, when I headed to the shop to collect my organic milk around half an hour ago, that overcast sky had gone from threatening to spitting rain - I had to wipe my glasses once I got home.

Actually, the forecast is dire, and tells me to expect a down pour, which - (checks window and darkening sky) is just starting.

 

[Apple fanboy]

Well, when I headed to the shop to collect my organic milk around half an hour ago, that overcat sky had gone from threatening to spitting rain - I had to wipe my glasses once I got home.

Actually, the forecast is dire, and tells me to expect a down pour, which - (checks window and darkening sky) is just starting.

About the same here. Looks like it’s two hours later than it is.

 

[Scepticalscribe]

About the same here. Looks like it’s two hours later than it is.

Yes, that is exactly it; it is very dark, unexpectedly dark for this time of year.

That bleak and threatening sky at 19.00 would have been about right for 21.00.

 

[yaxomoxay]

As @icanhazmac rightly says, why not hire more people? And then train them properly, (pay them properly) and give them the autonomy and resources to be able to actually deal with your complaint or concern if and when they do finally get around to answering their phone?

The reason is pretty obvious.

Hiring people = more costs. Good wages = more costs. More equipment and space needed for those hired = more costs. Repairing or substituting the item = more costs.

Not doing any of the above = no extra cost and no loss since the customer already paid.

 

[Scepticalscribe]

The reason is pretty obvious.

Hiring people = more costs. Good wages = more costs. More equipment and space needed for those hired = more costs. Repairing or substituting the item = more costs.

Not doing any of the above = no extra cost and no loss since the customer already paid.

Yes, but the customer may not return.

That sort of nonsense is fine - from a business perspective - if you wish to make one sale.

If, however, you wish to have repeat business, I would suggest that companies curb those bloated marketing budgets - how much does it cost to persuade a new customer to try something? For, most people are reasonably conservative in their personal and private purchasing, they won't change from what they are familar with unless the reasons are reasonably compelling - and invest, instead, in satisfying - and meeting the needs of - existing customers.

Surely, it cannot be more expensive to try to retain existing customers with decent customer service and support than to try (re slick marketing and advertising) to win new customers?

 

[DaveFromCampbelltown]

The confirmed death of customer service.

I would love to know why it is now the "norm" to sit on hold for 30 minutes plus to at times never get answered or more infuriatingly dumped into a voicemail box after X amount of time. Every single company I call is "experiencing higher than expected call volume and extended hold times", how about you hire some more people? They all take your online order quickly but god forbid you have a question.

Before anyone asks it is a benefit of WFH that you can leave a cell phone on your desk while on extended hold.

It's not just commercial companies, it has infected Govt. services as well.
Recently a person needed to contact Centrelink (Australia's federal social services network). Spent hours on the phone trying to make an appointment to see them in person.
Finally gave up and turned up at the local office. Gets to reception and is asked "Do you have an appointment?"
When she replies "No", she was pointed to a phone in the corner and told to ring up and make an appointment.

And they wonder why they need to employ security guards to protect the staff...

 

[Macky-Mac]

being on hold for customer service is annoying but it's really bad when you don't even get a recorded message but immediately get a busy signal

 

[Lioness~]

Enjoyed a looong walk, and summer, ah well at least some spring, is actually start to show some signs. Yipppiii 😁
But I am not going to be carried away, just yet. Though that is easy after winter season is at least leaving.
Over 10C° can evoke some spring feelings, over 17/18° can feel like beginning of summer in these nordic places.
Think we had around 12° today, which is a lot better then 5C° anyway 😉

 

[compwiz1202]

I will never understand why companies are so keen to acquire new customers, but cannot be bothered to put in the minimum of effort, and courtesy, and decency, not to mention service and support - into retaining the customers that they already have.

This practice ("we are experiencing higher than expected call volume.....all of our agents are currently busy assisting..."....) is really irksome, tedious and trying, and - while this may come as a surprise to some enterprises or companies - especially those that spend vast fortunes on marketing - this sort of service does little to endear them to us.

They are either so disengaged and disinterested in the operational end of their business, or else, so cocooned in their own delusional bubble, that they are always astonished that people remember (indeed, never forget) poor service.

As @icanhazmac rightly says, why not hire more people? And then train them properly, (pay them properly) and give them the autonomy and resources to be able to actually deal with your complaint or concern if and when they do finally get around to answering their phone?

And, if this experience really takes the form of "a higher than expected volume of calls" why is this message repeated each and every time that you attempt to contact them?

Does this mean that "higher than expected" is the norm? And, if so, why not address it, and take steps to deal with it so that it is no longer the norm?

And not only is that customer angry, they spread your bad rep to 20+ other potential customers.

 

[compwiz1202]

being on hold for customer service is annoying but it's really bad when you don't even get a recorded message but immediately get a busy signal

That how unemployement was constantly. The other annoying one is "Your wait time is....ten minutes." Same a half hour later LIES!!!!!!

 

[Expos of 1969]

The BBC and how it is a mere shadow of what it claims to be. It is now trying to spin its way out of the fact that it has agreed (submitted) to have the Palace review and determine what coverage of the Coronation can be shown to the public. The public is paying for this ridiculous event and yet it can only see what the freeloading family allows it to see. Very sad...

 

[Apple fanboy]

The BBC and how it is a mere shadow of what it claims to be. It is now trying to spin its way out of the fact that it has agreed (submitted) to have the Palace review and determine what coverage of the Coronation can be shown to the public. The public is paying for this ridiculous event and yet it can only see what the freeloading family allows it to see. Very sad...

Good news is you don’t have to watch any of it. I’m planning to watch as much of it as I can stand. Preciously zero!
I couldn’t give a hoot who is getting to wear a stupid hat and were stupid robes. I’d sooner watch paint dry.

 

[Expos of 1969]

Good news is you don’t have to watch any of it. I’m planning to watch as much of it as I can stand. Preciously zero!
I couldn’t give a hoot who is getting to wear a stupid hat and were stupid robes. I’d sooner watch paint dry.

I agree but the bigger issue is that the supposedly impartial BBC is far from being so. It has become an outlet with many vastly overpaid on air "personalities" (Gary Linneker should be a bartender at a pub in Skegness) and senior executives who are buddy buddy with the Government and this clearly impacts on the reporting.

 

[Apple fanboy]

I agree but the bigger issue is that the supposedly impartial BBC is far from being so. It has become an outlet with many vastly overpaid on air "personalities" (Gary Linneker should be a bartender at a pub in Skegness) and senior executives who are buddy buddy with the Government and this clearly impacts on the reporting.

Due to the political nature of the subject I’ll avoid my comments on the BBC.
But I do watch a lot less of it than I used to.

 

[Expos of 1969]

Due to the political nature of the subject I’ll avoid my comments on the BBC.
But I do watch a lot less of it than I used to.

Discussing whether a publicly funded news outlet is fulfilling its mandate should not be considered a political topic. It is a core issue which all taxpayers should care about.

 

[yaxomoxay]

replacing all four tires on my truck. Not a cheap experience.