Every time I have to deal with some company's Customer Service people on the phone lately, I'm asked to stay on the line for a brief survey. When I do, they ask me questions about how satisfied I was with the person to whom I spoke…and that's all they ask. They never ask questions that would allow me to tell them in some way…
- Your automated service sucks and it took me an unacceptably long time to reach that person to whom I spoke.
- The person to whom I spoke was very nice and seemed eager to help but he or she couldn't get their computer to help me with my problem or they had to tell me they weren't empowered to help me or answer my question and they couldn't refer me to someone who could.
In other words, the problem wasn't with the human being I spoke to. It was with your crummy "let's hire as few humans as possible, perhaps even in some remote foreign country" policy.
In the incident this morning that prompted this message, I was trying to change the delivery date of something I ordered. The website would not let me change the date or cancel the order. The company's app on my iPhone also would not let me change the date or cancel the order. Finally — on their app for my iPad and only on their app for my iPad — I found a way not to change the date but to completely cancel the order. So I did and I then ordered the same thing from someone else.
I wonder how much business this cost them. They not only lost that sale but any future business I might give them.