?Is New "Business Model"now "shorting CustomerSvc?

MakeUpMaidn · ‎09-02-2022

I'm watching several stores, offering soley "Electronic Self Checkout," with little to no more people Cashiers..

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And I'm experiencing more transactions, & needs, for Customer Svc, even online, taking little to no care, to satisfy, or even help a Customer.

That includes,but not exclusively, my own Bank, not just retailers.

(ex My bank is now charging ME a "Service Chg," or use of MY actual money that they are storing in THEIR bank, & are making full use of) That seems ridiculous to me.)

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Seems, more & more, that "computers," are answering Customer Svc lines, listing a whole host of #'d selections, for us to press, to route us, maybe in the right direction. (Maybe eventually, we'll reach a person for Customer Svc, & maybe they, or someone there can help)

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Seems, much more often, when we get a real person, they cant help us, or even know the reason for the problem, let alone how to rectify it.

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More & more,moving to no "Bill of Sale," Return address, or phone #.

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Maybe I'm just in a "non-perky mood," but I have a sense that Customer Svc is slipping away from customers, more towards "little to non existence," & "solve your own problem,"

a sort of "you ordered it, you paid for it, we sent it. Bye."

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Are you experiencing any of this at all?

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Othereeeen · ‎03-13-2010

@MakeUpMaidn

I recently had to deal with Verizon customer service, which is a study in making customers lose thier minds.

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The final straw, after hours of trying to get help from someone, anyone, was being shunted to an extension that obviously never gets answered.

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then, I get a text saying my problem had been "fixed", thank you for using Verizon.

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the "problem" was a one week internet outage, then the loss of the dial tone on my home phone ( which I still have for my own reasons)..

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Of course, the problem was NOT fixed, and I had to start all over with thier insane automated system, with it's music and slow motion jabber and disclaimers and foreign techs who want to make you play phone repairman over the phone..

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To top it off, you get a call to complete a survey about how wonderful they are, within five minutes of hanging up, when your blood pressure is soaring and you want to kick something.

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I HATE Verizon. WORST customer service.

haddon9 · ‎03-09-2010

I had a lousy experience with Amazon CS yesterday.

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We purchased a Queen sized wooden platform bed frame in white on 11/15. I paid extra for the delivery men to bring the box upstairs to my daugheter's old bedroom (I'm trying to make it more adult) and someplace for her and her new husband to sleep for two nights over Christmas.

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My DH and DS had the box open and they were about to put the bed together when I popped into the room to see how things were going. Amazon sent the wrong bed frame!

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The color was all wrong as well as the style!! (I almost went on a Christmas house tour in town but due to heavy rain I skipped going). If I had not seen the incorrect bed frame they would have put it together! UGH!

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Anyway I was on the phone with someone for almost an hour and a half. It was obvious that English was not her first language and it was so frustrating trying to explain to her that I wanted someone to come and take the incorrect bed away and bring us a new correct one!

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She was reading a script and kept asking me how I was doing and thanking me for being patient. However after the sixth time of her putting me on hold and thanking me for being "patient" I felt myself losing my patience! It was ridiculous!

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Finally she said she would just give us a refund and have someone come to pick up he wrong bed frame this week. I hung up then ordered a new bedframe ....the one I originally purchased online (she seemed incapable of doing this for us).

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Hopefully we get the correct one this Thursday.

Chopsmom · ‎10-19-2022

@MakeUpMaidn

I totally agree.

My mother-in-law goes to a retina specialist.

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They installed one of those self check-in kiosks. It upsets her every time. She doesn't know tech and that's tech to her.

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Recently, I had to go to one of those urgent care clinics. I not only had to register from a link they sent me on my phone (non issue) but i had to scan my own insurance card and drivers license.

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Not feeling great (that's why I was there in the first place) after several attempts to scan the cards, I went right to the desk and told them that I gave up.

I don't blame the assistants behind the desk, it's management or lack thereof.

Icegoddess · ‎03-19-2010

I don't doubt it. It's been coming for years with all the outsourcing of CS to people in other countries that just follow a list of pre-written questions. They rarely ever even understood what the problem was in the first place, much less how to actually troubleshoot it.

drizzellla · ‎03-14-2010

@MakeUpMaidnYou are so right.

We have been trying since August to get Verizon to fix our landline. My husband has spent hours on hold trying to report our problem. We have had "techs" come out. Only to have the same problem occur a few days later.

No matter how much you try Verizon doesn't seem to fix the problem. And it is so difficult to get ahold of anyone at Verizon.

And Financial Institutions - Insist that a Fiduciary of "Their Liking" ask to withdraw money from their Financial Institution. We never put money into this Institution. It ended up with them through mergers. But we have been unable to withdraw our money!?!?!?

Banks are also driving us crazy. They keep closing branches. Or they close the branch for a day, if they don't have enough tellers. So you go up to the branch and it is closed on a random Wednesday.

If you want to do anything you have to sit on hold forever and hope someone will not only talk to you but actually help you.

haddon9 · ‎03-09-2010

@OthereeeenVerizon is the worst!! I have been on hold with them for hours! Somehow I can't help but feel like they do this on purpose. Yet for me to change carriers would make no different. Comcast is the competition in the area and they also are terrible.

haddon9 · ‎03-09-2010

@Icegoddesswrote:
I don't doubt it. It's been coming for years with all the outsourcing of CS to people in other countries that just follow a list of pre-written questions. They rarely ever even understood what the problem was in the first place, much less how to actually troubleshoot it.

Exactly! This is what happened to me while on the phone with Amazon CS. She had no idea how to handle my problem other than read a script and see what the program in her computer would let her do.

Othereeeen · ‎03-13-2010

The lack of customer service is why I now make 110% sure I want to buy something before I do. Especially online purchases.

This new nonsense of no reciept or return sticker from QVC has caused me to stop shopping with them. I don't want to beg to return something.

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Another peeve I have is when shopping in our Walmart, there are six employees jabbering away and staring at their phones while one cashier tries to handle ten customers who are watching them and silently fuming.

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I don't hold back any longer. I WILL loudly say "Can someone open up another register" and gesture to the long line behind me. Mostly you get glares for interupting them, but sometimes they actually move and open another line.

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It's ridiculous today. I try to go very early to shop at Walmart ( only groceries) because the lines are shorter, and most mass shootings don't happen til later in the day....

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I hope.