indianavince
Member
Just answer your phone with a human:
Big business, decency and customer service. As an independent businessman and family man I spend a lot of hard earned money. In the past two years I think I have spent at least 12 solid days on hold listening to music from Frank Sinatra to U2. Of course most every one of these companies before placing me on hold tells me how much they appreciate my business.
I am lobbying for a “put a hold on that technology purchase” week. In the two years past I have three particularly disappointing and frustrating experiences with big business. The companies; Apple Computer, Whirlpool Appliance, and Epson Electronics. The first problem in common with each of companies is the inability to speak to the same technical service person after explaining a detailed problem (of course after listening to hold music). In each case after explaining a complicated issue, I was asked to try various solutions and call back if the problem persists. More hold music, more explanations bringing a new technician up to speed, more time. In the case of Whirlpool (borrowing from Dave Barry): I am not making this up; a Whirlpool representative who gave me her name and extension number was unreachable for further comment, on my third call to her. She promised replacement of my appliance after 2 service calls only to have Whirlpool claim she never worked there and no extension number exists. I always thought I should have filed a missing persons report on that woman. H.H. Greg admirably rescued me from Whirlpool and I can’t say enough good about H.H. Greg in standing up and doing the hard but right thing.
Apple computer couldn’t just cut and run on a $1400 computer that required three service calls and essentially entire replacement after 3 months of wrangling, much of which brought my small business to it’s knees. I can’t say enough to apple that they did this to a 20+ year loyal customer.
In Epson’s case all I am asking for is warranty repair in a timely fashion of what they claim and I mostly agree with the companies claims of “advanced technology and timeless tradition” referring to the RD-1 professional camera. I have been on hold more than 90 minutes with Epson and the company refuses to put me in touch with the repair facility (which they seem to claim does not have telephones or outgoing e-mail) in Plainfield Indiana 40 miles from my office.
In the future I plan to interview companies I plan to make big purchases from as to how they handle customer concerns with complex and “state of the art” technologic can’t live without creations. I was given an i-pod from Apple for my frustration, but hey I don’t have time to use it as I am listening to Sinatra over at Epson (on my long-distance dime). Dell failed my test, so at this time I am still with Apple.
I plan to campaign for the first week of December to be “put a hold on that technology purchase” week. We need to send a message to big business that trendy hold music, unreturned or unavailable voice mail, and automated albeit polite e-mail responses are no replacement for customer service.
-Vincent Walter
Lafayette, Indiana
765-474-5743
Big business, decency and customer service. As an independent businessman and family man I spend a lot of hard earned money. In the past two years I think I have spent at least 12 solid days on hold listening to music from Frank Sinatra to U2. Of course most every one of these companies before placing me on hold tells me how much they appreciate my business.
I am lobbying for a “put a hold on that technology purchase” week. In the two years past I have three particularly disappointing and frustrating experiences with big business. The companies; Apple Computer, Whirlpool Appliance, and Epson Electronics. The first problem in common with each of companies is the inability to speak to the same technical service person after explaining a detailed problem (of course after listening to hold music). In each case after explaining a complicated issue, I was asked to try various solutions and call back if the problem persists. More hold music, more explanations bringing a new technician up to speed, more time. In the case of Whirlpool (borrowing from Dave Barry): I am not making this up; a Whirlpool representative who gave me her name and extension number was unreachable for further comment, on my third call to her. She promised replacement of my appliance after 2 service calls only to have Whirlpool claim she never worked there and no extension number exists. I always thought I should have filed a missing persons report on that woman. H.H. Greg admirably rescued me from Whirlpool and I can’t say enough good about H.H. Greg in standing up and doing the hard but right thing.
Apple computer couldn’t just cut and run on a $1400 computer that required three service calls and essentially entire replacement after 3 months of wrangling, much of which brought my small business to it’s knees. I can’t say enough to apple that they did this to a 20+ year loyal customer.
In Epson’s case all I am asking for is warranty repair in a timely fashion of what they claim and I mostly agree with the companies claims of “advanced technology and timeless tradition” referring to the RD-1 professional camera. I have been on hold more than 90 minutes with Epson and the company refuses to put me in touch with the repair facility (which they seem to claim does not have telephones or outgoing e-mail) in Plainfield Indiana 40 miles from my office.
In the future I plan to interview companies I plan to make big purchases from as to how they handle customer concerns with complex and “state of the art” technologic can’t live without creations. I was given an i-pod from Apple for my frustration, but hey I don’t have time to use it as I am listening to Sinatra over at Epson (on my long-distance dime). Dell failed my test, so at this time I am still with Apple.
I plan to campaign for the first week of December to be “put a hold on that technology purchase” week. We need to send a message to big business that trendy hold music, unreturned or unavailable voice mail, and automated albeit polite e-mail responses are no replacement for customer service.
-Vincent Walter
Lafayette, Indiana
765-474-5743
cmedin
Well-known
This is going to work as well as 'gas out' day.
somecanuckchick
Tundra Gypsy
I never expect to speak to a real person anymore... at least not initially. Escalation is key for most customer service departments - regardless of the industry. Sign of the times. That, and outsourcing are the way now.
indianavince
Member
I agree with much of what you say... more clarification from me. I do own more than 1 computer... I have 4. No I can't afford to buy more than one front line machine at a time. It took Apple nearly 9 months to pull my buggy as hell G5. I dealt directly with the Apple store... which wanted to keep my computer overnight so thats 270 miles of driving for me in a rural area. I did buy Apple PRO care which is not much better when you live so far from the store. Part of my complaint to Apple is that they can help people in big metro areas, but SOL to the people like me. I know don't buy a Volvo when the dealership is 300 miles away....buy a Chevy. And that might be what I end up doing someday.
PS reagardin Epson... they just sent me a NEW Rd-1 ... I said where is good old #1850 with the out of order LCD. They said in the scap bin.... with my strap and battery... which now I know I should have kept...
.... glad my Hasselblads and Nikons never went right to the scrap bin straps battery and all....
Epson has a good camera... just now the service a professional photographer who deals with NPS and Hasselblad is used to.
PS reagardin Epson... they just sent me a NEW Rd-1 ... I said where is good old #1850 with the out of order LCD. They said in the scap bin.... with my strap and battery... which now I know I should have kept...
.... glad my Hasselblads and Nikons never went right to the scrap bin straps battery and all....
Epson has a good camera... just now the service a professional photographer who deals with NPS and Hasselblad is used to.