Outsourced customer service
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Joined: Feb 2004
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From: Smalltown
Outsourced customer service
As mentioned elsewhere, I had to call customer "service" with Verizon last night for a DSL problem.
As usual, I got the guy in India/Pakistan.
By the time I navigate through the "press this, press this" phone commands, I'm already in a bad mood. Then I get the guy/girl whose English can be difficult to understand, and I KNOW they are reading from a script. The call is nothing but frustrating from the time I dial the 800 number.
The end result was an appointment for today, however, I made another call today to Customer Relations and managed to speak to someone closer to home (Canada), and that person was able to give me a shorter "window" in which to expect the technician.
I do appreciate that the guy/gal in Pakistan/India is only doing a job they are paid to do, and I'm
that I have a negative attitude as soon as my call is answered.
Am I alone here, or would a few of you admit to the same attitude?
BTW, I know getting frustrated gets me absolutely no where....maybe I should just pour myself a stiff drink before calling any Customer Service department.
As usual, I got the guy in India/Pakistan.
By the time I navigate through the "press this, press this" phone commands, I'm already in a bad mood. Then I get the guy/girl whose English can be difficult to understand, and I KNOW they are reading from a script. The call is nothing but frustrating from the time I dial the 800 number.
The end result was an appointment for today, however, I made another call today to Customer Relations and managed to speak to someone closer to home (Canada), and that person was able to give me a shorter "window" in which to expect the technician.
I do appreciate that the guy/gal in Pakistan/India is only doing a job they are paid to do, and I'm
that I have a negative attitude as soon as my call is answered.Am I alone here, or would a few of you admit to the same attitude?
BTW, I know getting frustrated gets me absolutely no where....maybe I should just pour myself a stiff drink before calling any Customer Service department.
Joined: Oct 2005
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From: Exeter, NH
Originally Posted by Lainey,Oct 28 2008, 10:06 AM
....maybe I should just pour myself a stiff drink before calling any Customer Service department.
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Joined: Dec 2001
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From: Marblehead
I have that dubious experience every time I put my DISH satellite into "vacation mode" every time we leave town for an extended period of time. Now, I just pay if it's for less than 2 weeks and avoid some stress.
Joined: Aug 2002
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From: Randolph, NJ
How would you handle this issue?
The builder installed a Kenmore double wall oven in our house 14 years ago. A few weeks ago it stopped working. We called a repair service listed under the heading Kenmore Sales Service Parts in our local phone book. The repairman came and told us we need a new circuit board and he could order it and have it in 10 days. We gave him a check for $408.50 which was for 118 for the service call, 261.50 for the board/part and 29.50 for the tax.
Two weeks later, after not hearing from them we called. We were told that the part is no longer available, but if we come into the shop we could order a new wall oven through them or get our money for the part and tax back. On the next Saturday morning (4 weeks ago) we went into the shop. When Liz told them which oven she wanted, one of which they recommended, they were $350 higher than we could get if for from another store. We asked for our money back (the part and tax, they were entitled to the 118 for the service call). We were told that the bookkeeper wasn't in but the check would be mailed on Monday. We waited until Friday and when we didn't receve a check I called them. I was told that business is very slow, and I'll have to wait until business picks up.
That was four weeks ago. So far I've contacted Sears, who told me that they aren't authorized by Sears. Sears is having their legal department have them remove the heading in the phone book, but they can't help us out. I also contacted the New Jersey Attorney General Department of Consumer Affairs and the Better Business Bureau. Each time I sent a copy of my letter to the repair shop.
We've replaced the oven from another source. What would you do next to get your money for the part and tax refunded. I'm considering small claims court.
The builder installed a Kenmore double wall oven in our house 14 years ago. A few weeks ago it stopped working. We called a repair service listed under the heading Kenmore Sales Service Parts in our local phone book. The repairman came and told us we need a new circuit board and he could order it and have it in 10 days. We gave him a check for $408.50 which was for 118 for the service call, 261.50 for the board/part and 29.50 for the tax.
Two weeks later, after not hearing from them we called. We were told that the part is no longer available, but if we come into the shop we could order a new wall oven through them or get our money for the part and tax back. On the next Saturday morning (4 weeks ago) we went into the shop. When Liz told them which oven she wanted, one of which they recommended, they were $350 higher than we could get if for from another store. We asked for our money back (the part and tax, they were entitled to the 118 for the service call). We were told that the bookkeeper wasn't in but the check would be mailed on Monday. We waited until Friday and when we didn't receve a check I called them. I was told that business is very slow, and I'll have to wait until business picks up.
That was four weeks ago. So far I've contacted Sears, who told me that they aren't authorized by Sears. Sears is having their legal department have them remove the heading in the phone book, but they can't help us out. I also contacted the New Jersey Attorney General Department of Consumer Affairs and the Better Business Bureau. Each time I sent a copy of my letter to the repair shop.
We've replaced the oven from another source. What would you do next to get your money for the part and tax refunded. I'm considering small claims court.
Joined: Mar 2003
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From: Loveland, CO
Originally Posted by Lainey,Oct 28 2008, 08:06 AM
Am I alone here, or would a few of you admit to the same attitude?
This morning, I called the corporate offices of Gottschalks department stores. Four tries and I didn't get through at all, just got, We are busy now, call back later, bye-bye, recording. Fifth try, I got a real live person and she changed my mailing address. Jackpot!
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Joined: Oct 2000
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From: West Deptford NJ
Rob, file suit in small clams court. You might even be able to threaten them with criminal/fraud charges. I am not sure that Sears will help you because you are dealing with an independent contractor for an out of warranty item.