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Re: Dealing with Big Companies: It's Getting Worse
Old 01-16-2006, 08:30 PM   #21
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Re: Dealing with Big Companies: It's Getting Worse

To drink!
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Re: Dealing with Big Companies: It's Getting Worse
Old 01-16-2006, 08:33 PM   #22
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Re: Dealing with Big Companies: It's Getting Worse

Quote:
Originally Posted by ()
Reminds me...

Can anyone...anyone at all...tell me why anybody ever goes to Applebees more than once?

And what the **** is a 'riblet'?!?
After some extensive research I think that a Riblet is from a Piglet.
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Re: Dealing with Big Companies: It's Getting Worse
Old 01-16-2006, 09:17 PM   #23
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Re: Dealing with Big Companies: It's Getting Worse

Ah...drinking...that explains why theres always a line there.

I figured the riblets were somehow related to some sort of roadkill.
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Re: Dealing with Big Companies: It's Getting Worse
Old 03-09-2006, 03:09 PM   #24
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Re: Dealing with Big Companies: It's Getting Worse

Quote:
Originally Posted by TomSimpsonAZ
There are some industries where poor customer service will cause people to lose a customer for life and other industries where they just don't care because the customer isn't the life/death of the company.
Wharton to the rescue--

Beware of Dissatisfied Consumers: They Like to Blab.

Sounds like customer service is directly reflected in the marketing budget.
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Re: Dealing with Big Companies: It's Getting Worse
Old 03-09-2006, 03:24 PM   #25
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Re: Dealing with Big Companies: It's Getting Worse

i wonder if--given population density/growth--they can treat customers like crap because it doesn't matter if they lose someone's business. the sidewalk is so crowded that a replacement customer is bound to fall into their storefront right about the same time you thought you let the door slam behind you.

when i was first in corporate, my employer used to put out the best product available. after "re-engineering" they determined they only had to simply beat the competition, having nothing to do with putting out the very best they could for customers. it happens the competition put out total crap. so to beat the competition, we put out what i called crap + 1.
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Re: Dealing with Big Companies: It's Getting Worse
Old 03-09-2006, 03:50 PM   #26
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Re: Dealing with Big Companies: It's Getting Worse

Quote:
Originally Posted by Nords
Wharton to the rescue--

Beware of Dissatisfied Consumers: They Like to Blab.

Sounds like customer service is directly reflected in the marketing budget.
Yeah, theres this new thing called 'the internet' that allows a pissed customer to tell 90 million people, not just 9.

I remain entertained, but not surprised, that marketing based CEO's will spend millions or billions on marketing, and five bucks paying bob in india to do their customer support poorly.
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Re: Dealing with Big Companies: It's Getting Worse
Old 03-09-2006, 04:02 PM   #27
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Re: Dealing with Big Companies: It's Getting Worse

Quote:
Originally Posted by lazygood4nothinbum
so to beat the competition, we put out what i called crap + 1.
That really simplifies the pricing, too. I wonder if Wharton includes that in their MBA program?
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Re: Dealing with Big Companies: It's Getting Worse
Old 03-09-2006, 04:50 PM   #28
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Re: Dealing with Big Companies: It's Getting Worse

http://gethuman.com/us/

This link may or may not provide some help.( Batteries not included, mileage may vary, I am just here to help.)

Click database heading.
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Re: Dealing with Big Companies: It's Getting Worse
Old 03-10-2006, 02:57 PM   #29
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Re: Dealing with Big Companies: It's Getting Worse

Ok here my latest woe of rotten customer service.

I upgraded to the latest version of McAfee Security Suite for my desk top PC at home. I installed the program and my internet would no longer work...no email no Internet Exporer and no updates from McAfee. I uninstalled the software and everything worked again. Looks like a software problem to me.

I contact customer support...via internet chat since they want $$ to take to a human being. The chat line pops up and in few minutes Rachel Doss is my technician. After a few minutes of back and forth it become clear that Rachel is not from the US. While she is nice she is lost and cannot help me beyond a list of stuff to try.

I try all the stuff to no avail. I contact them again....repeat my whole issue, reference the previous call number etc...try same stuff...no that does not work. Ok I am now escallated up to the special team who will contact me soon.

A week later no contact no nothing....I get back on chat again...same story second verse...no help and Eric Smith english is no so good. I am getting a mental image of a call center in Calcutta. A day later I get an email from Azis Shamir telling me to email him back if my problem is not fixed.

I email him back and the address is in India. : Also, the address is dead and every attempt to reply to this email is returned to me without delivery. A day later I get an email from him thanking me for contacting the support center and closing my file since I did not repond to his email.

I am getting just a little pissed by now.

I contact customer support via chat again and go into the same song third verse...after waiting for them to read all the notes on my file Angela Jones comes back and says I had been contacted by Azzis and the case was closed.

I inform her that her information is incorrect and request a supervisor so I can discuss this issue at a higher level. We go back and forth on this for a while until I finally demand a name and contact information of someone to discuss this whole issue with. She comes back with Azzis Shamir's dead email address.

It has been three weeks since I made my initial contact with these people and my problem is not resolved. I cannot even contact the "one person" who can solve all my problems according to them. Meanwhile, my desktop is off line since I don't have an active firewall or virus protection on it and I have left the program installed for troubleshooting purposes in the event someone actually contacts me.

My next step is to compose a letter with all the information (I copied the text of each chat discussion) so I can docuement my case to the company headquarters. I have a physical address and I intend on sending the letter to a number of folks in the company. It may not help but they will have ample information of my displeasure with their customer service and flaky product.



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Re: Dealing with Big Companies: It's Getting Worse
Old 03-10-2006, 08:53 PM   #30
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Re: Dealing with Big Companies: It's Getting Worse

Doesnt it make you think that they could save that final 5% on their customer support by just hosting a single page web site saying "Thank you for to be buying our product, if this has now stopped working or is to be not working right, please save us boths some times and just go and be ****ing yourself.

You are to be appreciated for this very much and be having a nice day!
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Re: Dealing with Big Companies: It's Getting Worse
Old 03-11-2006, 06:21 AM   #31
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Re: Dealing with Big Companies: It's Getting Worse

I have a tiny equipment startup business. Most of my competitors are small public companies. Call any one of them and you get the auto attendent run around and it's not like they are taking tons of calls each day. These same Bozos spend hundreds of thousands on trade shows (some in the millions) that customers don't go to anymore. My officemanager always answers the phone and knows many repeat callers by heart. OK, she's 63 and her hearing isn't the best but she always gets people directed to the right place with a helpful disposition. Money very well spent in my book.

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Re: Dealing with Big Companies: It's Getting Worse
Old 03-11-2006, 10:42 AM   #32
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Re: Dealing with Big Companies: It's Getting Worse

TargaDave,

May your company reap the benefits.

Bpp
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Re: Dealing with Big Companies: It's Getting Worse
Old 03-12-2006, 12:51 PM   #33
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Re: Dealing with Big Companies: It's Getting Worse

Quote:
Originally Posted by TargaDave
I have a tiny equipment startup business.
I wouldn't publicly advertise the size of your equipment. You wont get much business that way.
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Re: Dealing with Big Companies: It's Getting Worse
Old 03-13-2006, 09:52 AM   #34
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Re: Dealing with Big Companies: It's Getting Worse

Quote:
Originally Posted by MJ
I wouldn't publicly advertise the size of your equipment. You wont get much business that way.
It's not the size of your equipment that is important. What matters is where you install it.
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Re: Dealing with Big Companies: It's Getting Worse
Old 03-13-2006, 10:15 AM   #35
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Re: Dealing with Big Companies: It's Getting Worse

An ex girlfriend told me that anyone who uses lines like that has small equipment, and no ocean motion, signature writing expertise or special installation is going to do any good...
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Re: Dealing with Big Companies: It's Getting Worse
Old 03-13-2006, 11:19 AM   #36
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Re: Dealing with Big Companies: It's Getting Worse

Quote:
Originally Posted by Cute 'n Fuzzy Bunny
An ex girlfriend told me that anyone who uses lines like that has small equipment, and no ocean motion, signature writing expertise or special installation is going to do any good...
She was just trying to boost your ego
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Re: Dealing with Big Companies: It's Getting Worse
Old 03-13-2006, 11:36 AM   #37
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Re: Dealing with Big Companies: It's Getting Worse

Oh yeah, like I need that.
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