2012 Customer Service Hall of Shame
Overall, customers seem more satisfied than they did in 2011. But major players in the industries we love to hate -- banking, credit cards and cable -- still dominate the list of companies ranked worst in MSN Money's 6th annual survey.
VIDEO ON MSN MONEY
When i moved into my apartment i contacted comcast to get setup with internet and requested a static ip. The residential sales side never told me that they could not provide me with a static ip. They told me that once the modem was connected and running to call customer service and they would provision the static ip, so this is what i did. This is the point i was informed they dont do that for residential customers. Your only options are dhcp or dhcp.I went through the roof with thier customer service department and ended signing a three-year contract with Comcast at $79.90 /month.
I have made several plees to be let out of my 3-year contract wher i have 18 months remaining, when financial times have been rough. I am talking either food on the table or an internet connection so i can do my job rough. They refuse to see that my financial situation has changed from when i originally ordered the service.
There hardware is crap. It's a comcast bussiness gateway and its a piece of S**t. I have had 3 of them. I have asked on multiple occasions to be allowed to go purchase a Motorola Surf Board and use a Cisco router which i already own. They refuse to allow that. The only way for me to gain remote access to the business gateway is if i setup a terminal server and use its www interface to go into the router to make changes. For this i say they are not adaptable. They truly are a 1-size-fits-all organization.
Whenever i call for service, i am given a 4-hour wait window for a tech. One night i was supposedly setup for a 4-hour window between 8 and 12 pm. The tech never arrived. I called there support department and forwarded to dispatch who told me that the call had never made it past technical support, so the lady in support had no right to say that i had a visit setup that night. I was up till 1 am in the morning dealing with them, meantime i am losing business because my clients could not access my website, whos peak hours are from 8pm to 4am.
I am truly disquisted with Comcast but i must endure this treatment for another 18 months or risk paying an early-termination fee.
After being with Verizon (land line+DSL) for years, Frontier Communications recently incorporated the Verizon network in my state. With them, I have experienced the opposite of lame customer support.
Frontier has been tops with upgrading their central office Verizon legacy equipment. They have twice upgraded my modem, and I have a zone technician I can call directly for questions, problems, and premise visits. Response time has been hours, if not the next day. I'm now running at consistently top bandwidth.
It's hard for me to believe I made the preceding remarks about a telecomm(!). But when I recall the years of "we don't care, we don't have to," it needed to be said.
I bought a new Caddie a year ago. The Bluetooth capability ( which is a safety issue) went bad. I took it to the dealer and after two days they said the could not fix it as it was a software problem and the service people at the dealer did not have the knowledge to cure the problem. I was told that GM had to take care of it.
Have you ever tried to talk to anyone at GM who had any authority. IMPOSSIBLE. I asked the dealer for the name and contact of a regional person. I was told by the dealer they could not give out that information and if enough people had the same problem GM would try to find a solution. When I contacted GM customer non service, they kept me on hold for more than an hour, and informed me that since it was a software problem it would take months for them to fix it.
If you make a product that is so complicated that your own service people can't fix it, that is the real problem.
Another example of a company that is so big they can't manage to communicate with customers, yet alone solve a problem.
They forget that we are the ones who keep them in business and bail them out when the screw up.
It seem the bigger the company the worse the service.
Years ago when I got my first loan for a new home the president of the bank filled out the paperwork asked me if I was going to pay them back, I said yes and signed. I was a person not a number. If I had a problem I talked to a real person who could answer questions.
Those days are gone replaced by to big to fail, to important to give good service, to concerned with rules, and last but not least to big to have a real person to talk to.
Customer service departments are a complete joke. Low level people who are not empowered to make a decision that just might treat you like a customer instead of a number.
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