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Customer service fails......................

Customer service fails......................

Old Mar 1st 2011, 9:24 pm
  #1  
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Default Customer service fails......................

Ha, this should be a nice long thread about shitty customer service encounters - here's mine that I am STILL shaking with anger from..............

Ordered a large package from the states couple of weeks ago.

Purolator in Red Deer called last week to advise it was here for collection, I advise that because its so big it won't fit in my car - can they hold onto it til hubby gets back the following week (ie this Thursday).

They say, you need to contact UPS as it came via them, and they need to call us to tell us to hold on to it.

OK says I, thanks. Call UPS. NO problem MMC, we'll call Purolator and they will hold onto it til Thursday.

Gets a phone call this morning from Purolator "We are sending the oackage back in the morning if you don't pick it up today"

Woah woah woah - I called ups and they were supposed to call you to hold onto iit?????????

They didn't - sorry

Right - don't go anywhere i'm calling UPS.

Call UPS and totally lose it on them and get told that they will get a customer resolution specialist to call me back. Which they did - on my home number.

The customer resolution woman advises she can only send a computerised request to Purolator to hold onto the package - which could take 24 hours for them to see.

Lose it even more as the package will be on its way back by then.

Ask the woman at UPS to call Purolator personally and tell them to hold onto it. (This is where it gets good)

"We can't call them as we are not allowed to make outgoing calls"

so I say (or shout) "how the f**k did you call me then - telepathy??????" I am by this point going nuts and she is totally quiet with ntoa word to say apart from "um I can't do anything - er - i've sent a reuqest"" to which she gets some sarcastic bullshit back about being a really poor resolutions department if she can't resolve anything.

She is adamant she won't call them, and I ask for a manager (who is conveniently unavailable in Montreal somewhere apparently. So I ask her for her name she and refuses to give it, and backs that up by saying "anyway you don't know my real name so I could just give you any name and you wouldn't know the difference"

I am so gobsmacked at this point I ask her if I can get Red Deer to call UPS and ask for permission to hold onto it.

She says yes.

I get back on the phone to Red Deer Purolator, she calls UPS and calls me back to confirm its all ok and they'll hang onto it til Thursday.

WHAT A F****G JOKE I

UPS you are awarded fail of the day for having the most incompetant retarded staff known to man.
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Old Mar 1st 2011, 9:30 pm
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Default Re: Customer service fails......................

UPS in customer care fail shock


File under "news that isnt really news"


Alls well that ends well anyway!

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Old Mar 1st 2011, 11:47 pm
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Default Re: Customer service fails......................

Originally Posted by mandymoochops View Post
Ha, this should be a nice long thread about shitty customer service encounters - here's mine that I am STILL shaking with anger from..............

Ordered a large package from the states couple of weeks ago.

Purolator in Red Deer called last week to advise it was here for collection, I advise that because its so big it won't fit in my car - can they hold onto it til hubby gets back the following week (ie this Thursday).

They say, you need to contact UPS as it came via them, and they need to call us to tell us to hold on to it.

OK says I, thanks. Call UPS. NO problem MMC, we'll call Purolator and they will hold onto it til Thursday.

Gets a phone call this morning from Purolator "We are sending the oackage back in the morning if you don't pick it up today"

Woah woah woah - I called ups and they were supposed to call you to hold onto iit?????????

They didn't - sorry

Right - don't go anywhere i'm calling UPS.

Call UPS and totally lose it on them and get told that they will get a customer resolution specialist to call me back. Which they did - on my home number.

The customer resolution woman advises she can only send a computerised request to Purolator to hold onto the package - which could take 24 hours for them to see.

Lose it even more as the package will be on its way back by then.

Ask the woman at UPS to call Purolator personally and tell them to hold onto it. (This is where it gets good)

"We can't call them as we are not allowed to make outgoing calls"

so I say (or shout) "how the f**k did you call me then - telepathy??????" I am by this point going nuts and she is totally quiet with ntoa word to say apart from "um I can't do anything - er - i've sent a reuqest"" to which she gets some sarcastic bullshit back about being a really poor resolutions department if she can't resolve anything.

She is adamant she won't call them, and I ask for a manager (who is conveniently unavailable in Montreal somewhere apparently. So I ask her for her name she and refuses to give it, and backs that up by saying "anyway you don't know my real name so I could just give you any name and you wouldn't know the difference"

I am so gobsmacked at this point I ask her if I can get Red Deer to call UPS and ask for permission to hold onto it.

She says yes.

I get back on the phone to Red Deer Purolator, she calls UPS and calls me back to confirm its all ok and they'll hang onto it til Thursday.

WHAT A F****G JOKE I

UPS you are awarded fail of the day for having the most incompetant retarded staff known to man.
B**TARDS!!!
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Old Mar 2nd 2011, 12:51 am
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Default Re: Customer service fails......................

Husband went to Rona on the weekend to pick up 4 pk insulation. Had already seen that home depot had the same one for $10 cheaper in their flyer, but Rona is closer and they price match. Didnt have the flyer so printed page off on website. Manager was called in shop and told husband that he was fedup with geeks like him, trying to get things cheaper, and the paper work is too much to do it. My husband told him that they shouldnt advertise the price match then. The manager held up his hand muttering and started to walk off. Husband lost his cool and called him an ass......, to which he stopped and stared. Thats one less shop we can now go into.
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Old Mar 2nd 2011, 1:28 am
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Default Re: Customer service fails......................

Originally Posted by canbritdenise View Post
Husband went to Rona on the weekend to pick up 4 pk insulation. Had already seen that home depot had the same one for $10 cheaper in their flyer, but Rona is closer and they price match. Didnt have the flyer so printed page off on website. Manager was called in shop and told husband that he was fedup with geeks like him, trying to get things cheaper, and the paper work is too much to do it. My husband told him that they shouldnt advertise the price match then. The manager held up his hand muttering and started to walk off. Husband lost his cool and called him an ass......, to which he stopped and stared. Thats one less shop we can now go into.
he did well to only call him an ass!!!!!
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Old Mar 2nd 2011, 1:31 am
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Default Re: Customer service fails......................

Originally Posted by mandymoochops View Post
he did well to only call him an ass!!!!!
Please recall how North Americans pronounce "arse".
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Old Mar 2nd 2011, 1:44 am
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Default Re: Customer service fails......................

It still astounds me how customer service here can be so bad and companies get away with it.
I've heard loads of stories here of managers being rude to customers who complain.

Another customer service practice that gets me is the shite returns policy that most stores have in comparison to back home.
Prime example tonight: an AV amp I bought from Future Shop less than two months ago has had the audacity to break down on me tonight, complete with strange burning smell.

I called the store I bought it from. Because it is now beyond their 30 day return policy, I have to take it in to them so they can have it sent away for repair. I can't just exchange it nor will they give me a loaner amp while mine's away. I asked how long it would be before I got it returned.

"Usually about 4 to 8 weeks" was the reply.

She hung up following my reaction strangely enough...
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Old Mar 2nd 2011, 3:56 am
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Default Re: Customer service fails......................

trying to get a mobile phone via my boyfriends company policy with Rogers, which you would think would be simple actually reduced me to tears. Someone who handled all the corporate stuff had in put their company code with a zero which should have been an 'o' and this little error took 2 weeks to resolve not to mention several store visits and many phone calls where I had to re-iterate the problem to different people. On the penultimate visit I was told it was all fine and could they just look at my ID, so I passed over my UK driving license. The guy serving muttered something to his colleague and I was told it wasn't suitable enough ID and only a passport would do. Managed to make it to the toilets (sorry bathroom) in the mall and cried out of sheer frustration. Returned the next day with my passport - all going swimmingly until he said, 'Oh there appears to be a problem with your corporate code. Whaaaaaaaaaaattttttttttttt!!!!!!!!! I refused to leave the store until it was fixed, and some 2 hours later I left with my phone. Really Rogers, should it be that hard??!?!!?!?
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Old Mar 2nd 2011, 4:38 am
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Default Re: Customer service fails......................

Other than government departments (federal ones & Quebec) I've been impressed with customer service here.


Now bureaucracy, that's another thing entirely.
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Old Mar 2nd 2011, 7:24 pm
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Default Re: Customer service fails......................

Everyone advised us to avoid Rogers so we opted for Bell Aliant - signed up for their fibre optic bundle (only option where we live) only to be told it would be 4 weeks before the earliest appointment and we were lucky to get that as it was a cancellation!!! So, went for the internet / phone package which should have been 3-4 days (it was the cable that needed the fibre optic) had they not sent the modem to the wrong address! and now someone who can't speak English very well rings us weekly to try to sell us their wonderful fibre optic cable package
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Old Mar 2nd 2011, 7:28 pm
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Default Re: Customer service fails......................

Bell Aliant are my particular favourite. Phone us up every couple of months to offer us internet access in addition to our phone service. Great we reply, so you now have internet service in our area? What's your postal code they ask. We give it, they go and check. Um, no we don't offer internet service to that area.

Muppets.
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Old Mar 2nd 2011, 10:00 pm
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Default Re: Customer service fails......................

Originally Posted by cxx View Post
now someone who can't speak English very well rings us weekly to try to sell us their wonderful fibre optic cable package
Originally Posted by pinkmcfarquhar View Post
Bell Aliant are my particular favourite. Phone us up every couple of months to offer us internet access in addition to our phone service. Great we reply, so you now have internet service in our area? What's your postal code they ask. We give it, they go and check. Um, no we don't offer internet service to that area.

Muppets.
Yes - I notice Bell are very good at this. Every month I get a call from somebody in India offering me their satellite TV. "I already have Bell satellite TV; besides - it's not my house" I tell them; "The people who own the house whose basement apartment I rent supply my satellite TV."
"Would you be interested in our current special offer on Bell satellite TV?"
"No - and as I just told you. I already have satellite from Bell."
[silence]
"So we have a really great deal on satellite TV for your home at the moment."
"Goodbye"

Yeah - muppets indeed...
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Old Mar 2nd 2011, 10:09 pm
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Default Re: Customer service fails......................

Something hubby experienced that made both him and me

Working a nightshift so hubby offers to do a coffee run. Closest place is McD's where they were having a free coffee promo. Hubby rolls up to the drive thru and orders 5 coffees, asked how many people in the car, just him, sorry can only give you one coffee
that's fine, I will pay for the other 4
No, we can't do that
But I need 5, so I will take one free and pay for the rest
No we can't do that as it is free right now
Eventually a mananger is called and he agrees that hubby can give them money for 4 coffees!!!!!!!
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Old Mar 3rd 2011, 12:06 am
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Default Re: Customer service fails......................

many times those in customer service dont want to be there but need a job so they do it, customers are difficult at the best of times, combined with companies who create horrible working conditions and low pay and you get poor customer service.

As for returns, a store doesn't make the stuff so they should not be required to accept returns after a period of time, that's why the makers of said product will offer a warranty for a period of time.
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Old Mar 3rd 2011, 2:02 am
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Default Re: Customer service fails......................

Originally Posted by Jsmth321 View Post
many times those in customer service dont want to be there but need a job so they do it, customers are difficult at the best of times, combined with companies who create horrible working conditions and low pay and you get poor customer service.
No excuse.

As for returns, a store doesn't make the stuff so they should not be required to accept returns after a period of time, that's why the makers of said product will offer a warranty for a period of time.
When I purchase something from a store, I enter into a contract with that store. When I spend hundreds of dollars on an item, it is not expected to break down within a matter of weeks. If it does, then surely it is down to the store to honour their part of the deal, because they have clearly sold me a faulty item.

Put it another way - if you buy a car and within a few months it stops working, would you expect to take it to the manufacturing plant it came from or to their "designated repair agent" even if it's miles away? Or would you take it back to the dealer?
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