Customer Service

[Sue J]

My DH just had a terrible experience with RADIO SHACK.

He bought a digital scanning radio at our local Radio Shack. He's read things online about them reselling returned goods, so he asked the clerk, "Has this one been returned or is it new stock?" She assured him that it was not a return. He gets it home and opens it and there were signs that it was a return. The packaging was not original and when he turned it on it already had frequencies programmed in. Also, the screen was scratched!

He got right back in the car and took it back. The woman he dealt with didn't handle the even exchange for another one so he told this clerk that he wanted one that was not a return. When he got home and opened that one, he found that it did not have the correct power supply. Instead of the Radio Shack power supply, there was a Uniden one. Now how the heck does that happen? Must have been returned. The store was closed by then so he went back the next morning and returned the unit for a refund.

Next he went to the next closest Radio Shack and bought the same item. This time it was new, everything included, correct packaging and he's happy as a clam with his new toy.

WHY do you have to go through crap like this just to try and get what you want?

Every time you go into a Radio Shack there's another new manager and another sketchy pitch for cell phones and satellite TV. My son has a joke about our Radio Shack.

"You've got questions? We've got cell phones!"

 

[youbet]

Toyota. Bought a new Sienna for my son and his family. Found a defect soon after delivery. Fought with the dealership, regional service jerk and corporate for roughly a year. Finally got a letter in the mail saying they were now aware that this defect was a common generic problem and they were extending warranties to cover. So, our problem got fixed. But only after a year and being told again and again we were wrong, probably not being truthful, etc. Then, out of the blue, they say gee, we screwed up in our manufacturing operation and you are the unhappy victim. Aren't you lucky we're now taking care of it for you?

 

[Rambler]

Had a nasty problem with The GAP just today. They asked DW if she wanted a "rewards card" which would give her 15% off her purchase...which she would NEVER shy away from...unless she has to fill out paperwork. They said no paperwork, just scan your visa card and your drivers license. DW got suspicious when they asked her SS#, but didn't refuse to give it. A few moments later, the sales lady says "congratulations, you have a new GAP credit card"...my wife immediately gets upset and called me over to negotiate with the sales lady. The sales lady then tells me that by their system, the "rewards card" is not a credit card unless you are approved by the system. I told her that if she intended for us to apply for a credit card, she needed to tell us that up front...she said she did... To that, I asked my wife and daughter who was also there if there was any mention of a credit card....NO! The lady says "I can't tell you its a credit card until you have been approved". So I said again, you needed to tell us if this was a credit card application. Again she says she did...I immediately cancelled the purchase and told her I wanted to speak with her manager, and that she needed to cancel the credit application. She said she would give me her boss's number, but that she could not remove the credit app...we had to call customer service. Now my blood is boiling!

So anyway, I get her supervisor's phone #...but she gave a false one. I called customer service, told them I was furious and needed to speak with the top supr. I told them that I stood ready to accuse them of false advertising, as well as deceptive and predatory business practices, and that if any of my employees ever attempted something like that, they would be shown the exit. She admitted that some of their managers get overly aggressive in pushing their credit card, and even have incentives to do it. I told her that regardless of their KPIs, deceptive practices were not acceptable. I asked for, and was given assurances that the would handle the issue and come back to me today....but no contact. I'll be chasing them again in the morning.

R

 

[SteveR]

DW retired from Customer Service Quality Assurance. Part of my old job included addressing customer complaints.

There are two (or more) sides to each Customer Complaint.
Some are legitimate and the customer is giving something to
make it right for them.

Some are caused by Mega corp. itself due to the lack of true communicaton between marketing and project managers.

Other problems are due to the misunderstanding of the customer or inadequate information on what they should expect vs what the company is willing to do in a specific circumstance.

Some customers learn to "use" the system to get free stuff. I worked for a baby forumula company and nobody is as uptight about quality as a new mother so the company made sure "any" problem was discussed and free product was sent to replace the "bad" product. Most of the time it was from the same lot as the reported bad product. Some folks get this down to a science and when they get down to the last bits of what they bought they complain so they can be sent free product.

The companies that don't have a Customer Quality Assurance function are the real loosers. Quality Assurance has the job of telling management that their perfect product or service is anything but perfect and that lack of perfection is causing a loss of sales etc. Never let sales or marketing keep the numbers for complaints.

DW is the designated problem resolution manager in the house. She really knows how to get the person she needs to talk with and then gets results...fast. She knows the systems and uses it to get what she wants. Works great!

I don't expect much customer service in Circuit City or Best Buy. Same goes for Walmat, Sam's Club, Costco or other big box stores and I am willing to accept a lower price for the lack of it. However, Nordstrums, Macy, Mervins, and litnay of other higher price stores or services "owe" me some personal assitance and excellent customer service. I usually get it but if I don't their name goes to the store manager in a letter.

 

[travelover]

My DH just had a terrible experience with RADIO SHACK.
..................

My beef with Radio Shack is that they are always demanding to know your phone number and / or address, even for a 50 cent purchase. Once after I refused to provide the information, the "kid" behind the counter said he wouldn't sell me the part I wanted. An email to their corporate headquarters was not returned.

 

[cute fuzzy bunny]

I always give them my original zip code and phone number from when I was a teenager. Which are on the opposite side of the country.

 

[dex]

I always give them my original zip code and phone number from when I was a teenager. Which are on the opposite side of the country.

I give them the last job I had - I hope the person who replaced me apprciates it.

 

[Khan]

I went to Office Depot the last week of November. I was looking for something specific (shredder lubricant sheets) that I had checked on line and they had them. I couldn't find them. There were shredders on special display and there was a sign that said "Don't forget shredder lubricant sheets" but there were none right there and no notice of where they were in the store and nobody to ask.

I was in my "it's near the end of the month and I have some money left" mood so I wandered over to the electronic gizmos. They were (understandably) behind locked doors and there was no one around to unlock them.

I want to hold and use electronics before buying to see if they are what I want.

After a few minutes of looking for an employee, I left without buying anything.

I ordered the SLS on line, and not from Office Depot.

The first local place I check for stuff is ACE hardware; they have helpful employees and are glad to assist.

The Meijer store has store phones so you can ask for an employee to assist if things are locked or out of reach.

Best Buy has employees that ask if you need help and can answer questions.

It's very annoying to have money to spend and folks don't want to sell stuff.

 

[cute fuzzy bunny]

there was a sign that said "Don't forget shredder lubricant sheets" but there were none right there and no notice of where they were in the store and nobody to ask.

*chuckle*

I was in Home Depot about 4 years ago picking up the rest of the roofing stuff I needed for my wifes old house and I wanted about 75' of ridge vent. They had a display on an end cap touting the superiority of the brand they sold, but where they kept it wasnt evident.

I asked a guy working in the roofing department about it "ridge what?". Oh boy. "Let me go get Stan, he knows all this stuff!". Yay Stan!!!

Stan looked perplexed, at least he knew what ridge vent was. He looked at the end cap. Shrugged and said "Well, we used to have it but I dont think we do now".

That was it. No offer to go find some, ask if it might be somewhere else in the store, or order some. Bupkus.

So I had my BIL buy it at Meeks hardware on his way over the next day.

 

[Moemg]

The all time best in customer service is JJill . If something you bought goes on sale you can call them and they'll refund you the difference . No hassles ! I once ordered a top and when it came it had a small defect ( tear ) near the neckline .I called them about it and because that color was out of stock they gave me the blouse for free .

 

[jazz4cash]

My beef with Radio Shack is that they are always demanding to know your phone number and / or address, even for a 50 cent purchase. Once after I refused to provide the information, the "kid" behind the counter said he wouldn't sell me the part I wanted. An email to their corporate headquarters was not returned.

Yeah that gets me too. For years, I worked as a Field Engineer and would get stuck on the road needing some small item or another.....I could sniff out a RS even in a strange town and they ALWAY ask for the zipcode. I finally asked what it was for and the young guy said he didn't know...asked the manager and he didn't know either, so I refused, no problem. While in my local RS, I complained to manager about the policy and he gave me his card and scribbled 10% discount on the back....not bad!

 

[Achiever51]

Best customer service experience I've ever had? Our kitchen faucet is made by Grohe America and several years after we moved into this house, the faucet started to leak due to a crack in an internal ceramic part. Checked various plumbing stores and called around for a replacement part, but couldn't find one anywhere.

I finally called Grohe America's home office and got connected to a regional manager. I explained the problem "Where can I get this stupid ceramic insert??"; he asked a few questions about the faucet and asked me for my address. About a week later, UPS delivered a brand new faucet! It retails for more than $600!! Talk about service!!

Here's the faucet:

 

[travelover]

The best web site service I've found (for shoes) is Zappos
Shoes at Zappos.com - Powered by Service - Our shoe store features dress shoes, casual shoes, and athletic shoes for men and women!

They have free shipping both ways (if you return it) and you can set up a home pickup on line. Sale prices can be good, regular prices just OK.

 

[W2R]

The best web site service I've found (for shoes) is Zappos
Shoes at Zappos.com - Powered by Service - Our shoe store features dress shoes, casual shoes, and athletic shoes for men and women!

They have free shipping both ways (if you return it) and you can set up a home pickup on line. Sale prices can be good, regular prices just OK.

Zappo's is GREAT!! I bought several pairs of Birkenstocks there in 2002 and they arrived quickly and in perfect condition. Their sales are huge and always ongoing, so usually you can find something on sale. While not remarkable, their regular prices are at least reasonable. They have every kind of shoe imaginable, and some that I didn't know were still available.

As for bad service, I'd recommend our local McDonalds' (all of them). Thank goodness I have no further desire to eat their artery clogging food. When I did, the employees were rude, unhelpful, slow, and usually got the order wrong, and never had it cooked beforehand. And their soft drinks tasted funny enough that I wondered about mold in their machine. I found it was faster to come home and cook good, nourishing food on my George Foreman grill than to sit in line at a McDonald's drive-through, even if nobody was ahead of me. Seriously, I timed it and it averaged over 10 minutes, and then you have to put up with all the rudeness and shortchanging and such. That's ridiculous.

We ate breakfast at McDonald's one morning in Missouri when we were up there, and it wasn't like that at all. The employees were pleasant and efficient, and it was actually clean. That's the other thing - - the McDonalds' down here are so filthy that it destroys my appetite.

 

[AltaRed]

Toyota. Bought a new Sienna for my son and his family. Found a defect soon after delivery. Fought with the dealership, regional service jerk and corporate for roughly a year. Finally got a letter in the mail saying they were now aware that this defect was a common generic problem and they were extending warranties to cover. So, our problem got fixed. But only after a year and being told again and again we were wrong, probably not being truthful, etc. Then, out of the blue, they say gee, we screwed up in our manufacturing operation and you are the unhappy victim. Aren't you lucky we're now taking care of it for you?

I have heard a number of stories about Toyota virtually identical to this one on different models. Sludging problems in their late '90s engines was one of them. Complete denial and thinly disquised arrogance until corporate Tokyo is forced to admit common defect. Don't think this kind of aloofness (arrogance) is as pronounced with other auto makers but could be.

 

[FinanceDude]

Don't think this kind of aloofness (arrogance) is as pronounced with other auto makers but could be.

The "aloofness" of which you speak is one of the key reasons the Big Three are on life support............

 

[Lagniappe]

My most recent REALLY REALLY bad expereince was with Dell. Following advice on this site, I decided to buy a Vostro at the end of October. Went to the refurbished/ returned site, ordered a slick Vostro and Microsoft Office. For some reason the order was split. Office arrived, but the computer didn't. Called DHL - they said Dell never shipped it. Called Dell, they said DHL must have lost it, but they couldn't provide a tracking number. This went on for several days until Dell finally admitted they had no idea what happened to the computer (one CSR actually said "we probably lost it, but maybe someone stole it or maybe it never existed") and would refund my money. BUT it would take 6-8 weeks to process the refund. It took one minute to take my money, but I am still waiting to get it back. Meanwhile I went and bought a laptop at the local Costco. Paypal has been no help - if I had charged it directly onto my Amex they would have removed the charge, but Paypal has ruled that I won the dispute but will get my money when Dell feels like giving it to me. UGHHH.

On a better note - I had problems with a Bose 3-2-1 CD player the other day - a CD got jammed in it. Called the Bose helpdesk, and not only did they walk me through it nicely over the phone, they also inquired as to how it was set up and offered suggestions for getting better sound AND sent a free replacement antenna which I'd lost in a move.

 

[cute fuzzy bunny]

Every car company practices "duck and cover".

I remember a mitsubishi car I had a long time ago that had periodic shifting problems. You'd be driving along, usually at a low speed under 25mph, and you'd feel the transmission suddenly and for no reason shift up-down-up-down and end up where it started. Pulling into a parking lot and taking your foot off the gas and gliding a couple of hundred yards was guaranteed to set it of. It was a bit disturbing since 95% of the time I was doing something like looking down a lane for an empty parking spot and it felt for a second like I'd run something over.

The mitsu regional guy came out and drove it and said "no problems here". When I pressed him, he said it was (and I am not making this up), "a new fuzzy logic system built into the transmission where it might at times seek out a better gear".

I screamed "BULLSHIT" so loud I didnt need a phone. They replaced the transmission with a newer model and the problem went away.

Fuzzy logic transmission...now theres a solution looking for a problem.

Honda has had problems with poor fitting doors that make funny wind noises on the highway, and the fix is to roll the window down, stick your knee in the door handle and yank on the top and back edges of the door until you bend it a tiny bit and the door seals better. This has been going on for decades. Honda swears they've never heard of it. Yet the "Honda Heimlich Maneuver" is very well known among owners.

But as far as I know, Toyota, Honda and mitsu havent built any cars that burst into flames or had the tires disintegrate.

I've had the pleasure of owning a Ford that was recalled for exploding, another Ford that was recalled for catching fire, and a third that was recalled for tire disintegration. Maybe I just had bad luck.

 

[jazz4cash]

My most recent REALLY REALLY bad expereince was with Dell. Following advice on this site, I decided to buy a Vostro at the end of October. Went to the refurbished/ returned site, ordered a slick Vostro and Microsoft Office.

Yeah Dell is horrible...bought daughter new Dell for 1st yr in college. Unit had blue screen death....replaced....same thing. What struck me was the India-based CSRs spent more time apologizing for thier heavy accent than actually doing customer service. Daughter replaced 2nd unit with a Sony. I guess the two Dellls went to the refurb site!

 

[cute fuzzy bunny]

Dell, like most other computer companies, has gone to hell in a handbasket customer-service wise. Acer, as I mentioned on another thread, doesnt take phone calls and recently took 3 weeks to answer a "My computer is completely hosed" email.

FWIW, if you buy through Dell Small Business instead of Dell Home, you have a better chance of getting US based customer service folks, and it seemed to me that the SB reps were better trained. You dont need to BE a business to buy from SB, just put in a fake name when you register. They completely dont care.

 

[REWahoo]

FWIW, if you buy through Dell Small Business instead of Dell Home, you have a better chance of getting US based customer service folks, and it seemed to me that the SB reps were better trained. You dont need to BE a business to buy from SB, just put in a fake name when you register. They completely dont care.

Yep. When I purchased a laptop online from the Dell small business group a couple of months ago, I put in "No Business" when asked for business name. Not a problem.

 

[W2R]

We had a great experience at Lowe's yesterday. Frank needed a new ballast for his flourescent lights, and they only had one left. One of the heavy attachment brackets was bent, though the rest of the ballast was fine. We thought of hammering it back, but I was worried that it might break off or something.

We cornered an employee, and he looked all over for more, but this was the last one. So, he took it to the tool department and fixed it for us himself, right on the spot! It was just as good as new. He was very polite and helpful.

I thought of this thread immediately. The ballast is now in place, firmly held by both brackets, and working beautifully. So, I would say that Lowe's earns points for customer service this week!

I have determined that the nearby Lowe's and Office Depot do not have employees.

I agree, it WAS hard to find one. We cornered this one in the plumbing supplies after about 10 minutes of searching for one. The electrical guy showed up later but was totally worthless.

 

[cute fuzzy bunny]

Does anyone else chuckle ironically when you go into a home depot/lowes and see an "out of service" sign on a sink in the bathroom, a cart missing a bolt with some part hanging off one side, a cart with a bent wheel, a bucket under a drip in the ceiling or some other similar repairable problem...?

 

[travelover]

Does anyone else chuckle ironically when you go into a home depot/lowes and see an "out of service" sign on a sink in the bathroom, a cart missing a bolt with some part hanging off one side, a cart with a bent wheel, a bucket under a drip in the ceiling or some other similar repairable problem...?

Yea, usually the latches on the bathroom stalls don't work and the soap dispenser is falling off the wall.

 

[cute fuzzy bunny]

I dont know why, but that stuff just cracks me up.

Bunch of bad contractors walking around in aprons, tons of tools, lots of spare parts.

Something falls off of something, it sits there for 3 weeks.

On the other hand, all of this sounds vaguely like what goes on at my house. So I suppose I'll just shut up.

My favorite was the roof leak at the home depot in yuba city. Three weeks they had a bucket under it. I asked a guy what the deal was, and they said they were waiting for their roofer to become available.

I'm sure theres all sorts of corporate, union and/or OSHA stuff involved that kept someone from going up on the roof with a tube of roof sealer and filling in the hole until the roofer showed up, but...come on!