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.

 of 12

VIDEO ON MSN MONEY

989Comments
Jul 10, 2012 8:46AM
avatar
You forget to put Verizon on there horrible horrible customer service.  I closed my DSL service back in March 2012 and in April received a bill and thought it was the final payment, paid this bill.  Then in May 2012 received another bill and when I called customer service I was transferred around 10 times and spent two hours and no resolution. 
Jul 10, 2012 8:45AM
avatar
USAA IS A BANK NOT A CREDIT UNION.
Jul 10, 2012 8:45AM
avatar
USAA IS A BANK NOT A CREDIT UNION.
Jul 10, 2012 8:42AM
avatar
Target! I won't even shop there anymore. Their return policy is one of if not the worst. in the country! And Sears is another....they treat their employees like dirt...and customers almost as bad.
Jul 10, 2012 8:41AM
avatar
the banks lol yep of course. the cable companies lol you couldnt pay me to watch cable again. its way to expensive grainy no good channels pakages un reliable exc exc. as for dish i have never had any probs there but of course i have never needed to call customer service either. ive used sat tv  since 1989 and ill never return to cable for my tv. but i do use cable for my internet for the time being its way faster than anything else out there
Jul 10, 2012 8:41AM
avatar
how did you miss a t and t .   their service is horrible.  takes up to ten minutes just to get thru and then you get transferred so many times you spend half you time on the phone trying to get a resolution and perish forbid you have something wrong with your service they charge you 99 dollars for someone to come out and check it.
Jul 10, 2012 8:39AM
avatar
They forgot  Verizon.  Verizons    tech service  is horrid.  Calls  last hours  and do  not resolve  problems.  Tech  barely can speak  or write English  and  can  only follow a set  of  standardized  instructions that  rarely solve the problem.  Example  it took  14  months  and a month  of daily calls asking for a   tech to service  the external  wiring.  Once we got a live tech   the problem  was found to be exactly where I said  it was,  the  wiring at the  roadside  pole.   We tried  to   change to  another brodband service that  used Verizons'  lines  (  one with US  based service)  but  Verizon  refused to allow  them access  on  the excuse their equipment cannot  provide service to  anymore customers.  Yet the continue to  sell  service  to people in the area.   A  monoploy  we cannot get internet  or  line phone service  from anyone else.  
Jul 10, 2012 8:39AM
avatar
Sprint's service sucks.  I have a Sprint phone for work.  I've never had to deal with their customer service (thankfully), but I have trouble getting reception just about anywhere, and I live near the Twin Cities.  US Cellular is still the way to go for me.  I get service practically everywhere (even inside relatively reinforced structures), and they have unlimited data plans, free incoming calls, and nights starting at 7pm...
Jul 10, 2012 8:35AM
avatar

You can put MSN and  web search sites on the list, too. When I click on a link, I expect to it to take me where I want, not through multiple hoops to get there, or 'Sorry, the web page you are looking for is not here'.

 

Can't believe I actually wasted my time typing this. They could care less.

 

How 'bout them Yankees?

Jul 10, 2012 8:35AM
avatar

Shame on those who do not want to work with service people willing to help, I do mean that from the bottom of my heart.

 

However to find those people willing to help and do a good job in the mortgage service industry are far and few in between.

Jul 10, 2012 8:31AM
avatar
Watch out for "FREE" offers from Dish.  I spent 6 months trying to get it through their heads that I was changed for "Free" trial of HBO of which I cancelled 2 days before the expiration but they had already charged me for the first month of service BEFORE THE FREE RAN OUT.
Jul 10, 2012 8:27AM
avatar
I work in customer service and I enjoy my job.  I get satisfaction out of helping people, but I can tell you that the average american has a false sense of entitlement.   Northerners are the worst people to serve... by far.  I think everyone should remember, that you are blessed beyond measure to live in this country and noone owes you anything.  If you get a special deal on an item or service, show some gratitude and drop the entitlement bit.  
Jul 10, 2012 8:26AM
avatar
Unfortunately, I bought a Gateway computer which turned out to be a very expensive piece of junk.  Things started to go wrong in the first week.  They put a program on my computer that I didn't want and told me that I had to ship the computer back and pay a 15% restocking fee.  I kept the computer and over a few years, spent at least 30 days (add up hour after hour) with tech support who were worthless.  They put me on hold for hours so I would hang up.  Always blamed everything on virus' and on and on.  It was never their fault.
Jul 10, 2012 8:24AM
avatar

Here’s an example of a phone conference required and called for by Wells Fargo.

 

 the credit department, I understand as a corporation reports must be interpreted and ratings must be established, but holding up a loan for two weeks for a phone conference so the current statement I provide can be gone over.

 

“ Is the amount shown on this statement what he owes, is the last payment shown on here true and does he owe the amount shown at the end of this month also true. Thank you for your time"

"Well seems the statement you have provide has proven to be accurate:"

 

 These are the questions asked by your credit department, on an official statement from the creditor. I can’t even come up with words to describe the low level of intelligent thought it took to set up that phone conference.


Common sense; a term you could add to the handbook for the credit department. When a borrower has a whole bunch of hits on his credit and shows he bought a new car on that day, try to use this new term common sense to figure it out, can’t find the best rates unless you let the lots run a credit check.

 

Jul 10, 2012 8:23AM
avatar
You missed it big time with Direct TV,they are by far one of the worst companies for billing and customer service. There people are highly ineperienced and have no clue how to "satisfy customers" or right a wrong the company has done. It doesn't matter who you get,rep or so-called supervisor. There are always unpleasant "surprises" when you get your bill also. The company is greedy and they are about as crooked as they come. If you are thinking at switching from cable,don't! you will spend hours on the phone,hours waiting for subcontractor installers who have no clue when there is an issue or problem and will become highly frustrated.....I know this firsthand as my wife worked for Convergy's,who provides customer service for Direct TV, for two years she tried to make a difference,became a trainer and was verbally abused by supervisors for trying to train people to help customers. it is a top down approach. Don't be put to sleep by free sports packages,you pay for them....
Jul 10, 2012 8:22AM
avatar
Really surprised that US Airways doesn't show up higher on the Shame list. America West was one of the truly great companies to deal with. And their customer service people (in Arizona) were terrific. But then they "merged" with US Air, always one of the worst and a company on the verge of being shut down by the FAA. Instead of integrating the people and policies of AmWest, all of the execs of the new US Airways were old US Air flunkies. It quickly became clear why they were broke. And they drove AmWest into oblivion, closing their hubs and firing all their people. Now, US Airways "customer service" (such as it is) is located in call centers in Mexico and the Philippines. Call them up and you get "Peggy" (from TV commercials). I fly 5-6 times a year and I will never use US Airways again. When anyone asks me, I recommend Southwest (see Hall of FAME list). 
Jul 10, 2012 8:20AM
avatar
the bottom line is the customer / consumer. the old saying "the customer is always right", is the biggest load of crap ever spoken. the customer is to be satisfied !  -  as a business man myself i would louse a little money to keep a customer happy, even if he is wrong.  i learned a long time ago that a happy customer will tell anyone who asks about my product or my work. an un happy customer will tell every one they know and even strangers.   this is something these companies need to think about and teach their employees.    i will admit though some customers just need to quit being jerks.
Jul 10, 2012 8:15AM
avatar
Trouble with your bank? Check out usaa.com. Truly the best.
Jul 10, 2012 8:13AM
avatar
It's not surprising that cable or phone companies have the worst ratings. People get all bent out of shape you mess with their 500 channels or their freaking phone.  As for banks, well no one likes banks for no one has any money.
Report
Please help us to maintain a healthy and vibrant community by reporting any illegal or inappropriate behavior. If you believe a message violates theCode of Conductplease use this form to notify the moderators. They will investigate your report and take appropriate action. If necessary, they report all illegal activity to the proper authorities.
Categories
100 character limit
Are you sure you want to delete this comment?

DATA PROVIDERS

Copyright © 2014 Microsoft. All rights reserved.

Fundamental company data and historical chart data provided by Morningstar Inc. Real-time index quotes and delayed quotes supplied by Morningstar Inc. Quotes delayed by up to 15 minutes, except where indicated otherwise. Fund summary, fund performance and dividend data provided by Morningstar Inc. Analyst recommendations provided by Zacks Investment Research. StockScouter data provided by Verus Analytics. IPO data provided by Hoover's Inc. Index membership data provided by Morningstar Inc.

RECENT QUOTES

Watchlist

Symbol
Last
Change
Shares
Quotes delayed at least 15 min
Sponsored by:

MARKET UPDATE

NAMELASTCHANGE% CHANGE
There’s a problem getting this information right now. Please try again later.
NAMELASTCHANGE% CHANGE
There’s a problem getting this information right now. Please try again later.
Market index data delayed by 15 minutes

[BRIEFING.COM] The Nasdaq Composite (+0.5%) and S&P 500 (+0.2%) posted modest gains on Thursday, but not before enduring a morning dip into the red, which took place in reaction to reports indicating Russia has commenced military exercises on the Ukrainian border.

The news from Europe knocked the key indices from their early highs, while giving a boost to safe-haven assets like gold futures (+0.5% to $1290.80/ozt), Treasuries (10-yr yield -1 bps to 2.69%), and the Japanese yen (102.30 ... More


Currencies

NAMELASTCHANGE% CHANGE
There’s a problem getting this information right now. Please try again later.