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02-07-2020, 03:03 PM
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#1
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Senior Member
Join Date: Mar 2016
Location: Portland, OR.
Posts: 109
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What constitutes poor customer service?
Doing some research and found a product that had lots and lots of positive reviews. Of all the reviews that I looked at only one said the company had "terrible service." They didn't say what was so terrible, just that they called with a problem and received terrible service. Soooo, got to wondering what folks consider bad customer service?
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Remember, we are all good at something... I happen to be a good bad example.
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02-07-2020, 04:18 PM
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#2
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Community Moderator
Monaco Owners Club
Join Date: Jul 2016
Location: Central, Arkansas
Posts: 11,202
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Having to cycle through a list of computer menus that have no choices that apply to your issues. Then finally just picking something and getting someone that can't speak enough english to tell them what you need. Then finally getting what you need across to them and having them ask you irrelevant questions from cue cards.
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2004 Beaver Monterey Laguna IV
Cummins ISC 350HP Allison 3000 6 speed
2020 Chevy Equinox Premier 2.0t 9 speed AWD
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02-07-2020, 04:35 PM
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#3
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Senior Member
Join Date: Jun 2017
Posts: 2,807
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When you call for technical support and you know more about their product than the person who is supposed to be helping you.
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02-07-2020, 05:04 PM
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#4
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Senior Member
Tiffin Owners Club
Join Date: Jul 2016
Location: Where we park it!
Posts: 13,145
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When they have your rig for 3 days and say they are waiting for approval from the manufacturer to do the warranty work and send parts. Then you sit at the "service manager's" desk and ask to use the phone. You call the manufacturer get the ok and the parts shipped overnight. You then had the phone to the manger to give the exact address for the parts. Boy was he embarrassed.
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momdoc
2018 Tiffin Allegro RED 37PA
2020 JEEP Trailhawk
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02-07-2020, 05:09 PM
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#5
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Senior Member
Winnebago Owners Club Freightliner Owners Club
Join Date: Mar 2007
Location: Home on the hill in Georgia
Posts: 2,742
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Means different things to different people. Some people won't be satisfied with the proverbial gold aXXhole. If I read reviews with 25 good and 1 bad, I wouldn't feel bad about trying the product.
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Jerry Potter, Taz
1999 Coachman Catalina Sport
[SIGPIC][/SIGPIC]
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02-08-2020, 05:32 AM
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#6
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Senior Member
Join Date: May 2019
Posts: 1,211
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1. Long drawn out automated systems that are tedious to get through followed by half an hour wait times to talk to someone who is alive.
2. People who finally pick up the phone to talk to you, but can't speak English better than a 3 year old. If you sound like you're eating a PB&J sammich all the time, don't talk on the phone. You can't solve my issue if I can't understand you.
3. People who just google your issue then don't understand why I keep telling them that I already googled it and tried the first 6 links, so they aren't going to work. My Google Fu is strong!
4. People who lie. It's amazingly common. If you don't know the answer to my question, making something up that you think I want to hear isn't going to help the situation. It's just going to make me loathe you. Don't lie. I actually had the Payroll department at a previous job of mine lie about not paying some of my expenses. We both had access to all of my pay stubs, time and expenses for each week, except for one week in which no expenses were paid. Yet somehow, she still tried to tell me she paid it. There are few things I hate more than being lied to. Just don't do it.
5. Being overly apologetic. Stop telling me you're sorry and fix the problem. Once is fine, if it's somewhat genuine, but don't tell me six times about how sorry you are. Just get the replacement shipped so we can go on about our day. It's easiest and fastest for both of us. Being empathetic is nice, but most of the time, I just want the issue resolved. Besides, you're probably not sorry which harkens back #4.
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2014 F350 DRW 6.7L CC FX4 King Ranch Ruby Red Metallic 158,000 Miles 4,450 Hours
2018 Cherokee Grey Wolf 29TE | Because I'm home, no matter where I am.
2018 Honda CB650F | Because the truck leans the wrong way when I turn.
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02-08-2020, 05:47 AM
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#7
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Senior Member
Join Date: Aug 2013
Location: BC, Cariboo, Lower Mainland.
Posts: 2,293
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Quote:
Originally Posted by Itchytoe
1. Long drawn out automated systems that are tedious to get through followed by half an hour wait times to talk to someone who is alive.
2. People who finally pick up the phone to talk to you, but can't speak English better than a 3 year old. If you sound like you're eating a PB&J sammich all the time, don't talk on the phone. You can't solve my issue if I can't understand you.
3. People who just google your issue then don't understand why I keep telling them that I already googled it and tried the first 6 links, so they aren't going to work. My Google Fu is strong!
4. People who lie. It's amazingly common. If you don't know the answer to my question, making something up that you think I want to hear isn't going to help the situation. It's just going to make me loathe you. Don't lie. I actually had the Payroll department at a previous job of mine lie about not paying some of my expenses. We both had access to all of my pay stubs, time and expenses for each week, except for one week in which no expenses were paid. Yet somehow, she still tried to tell me she paid it. There are few things I hate more than being lied to. Just don't do it.
5. Being overly apologetic. Stop telling me you're sorry and fix the problem. Once is fine, if it's somewhat genuine, but don't tell me six times about how sorry you are. Just get the replacement shipped so we can go on about our day. It's easiest and fastest for both of us. Being empathetic is nice, but most of the time, I just want the issue resolved. Besides, you're probably not sorry which harkens back #4.
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A few of them just explained my recent experience.
Telephone mazes, unfulfilling promises of a call back, lying about parts on order, numerous apologies about some one else screwing up......
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2022 25FKBS
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02-08-2020, 06:01 AM
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#8
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Senior Member
Join Date: Jan 2017
Location: Little Rock, Arkansas
Posts: 2,594
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It's obviously going to vary. Some people simply cannot be pleased and go looking for things to gripe about. Others, on the other hand, will accept that you make mistakes as long as you take care of it properly.
Our secretary sent a bill out years ago to a guy who had paid with a check to the servicemen and failed to mark it paid. OK. Mistake.
So the customer took a day off work, went to the bank, paid for a copy of the check, drove to our office, and presented it to me. I pulled the workorder, and for sure it was paid on site. He proceeded to throw a childish tantrum in our office ranting about losing a day's pay to take care of "this mess." I said "I'm sorry, but why didn't you just call?" And that set him into such a rage people started coming up from the warehouse to see if we needed help.
If this hadn't been before the age of the Internet I'm sure we'd have gotten dinged for "Poor customer service."
Bottom line, I wouldn't worry about one bad review. If they're overwhelmingly positive I'm good with it.
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2021 Keystone Outback 221UMD
2018 Tundra Limited 5.7 liter
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02-08-2020, 06:08 AM
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#9
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Senior Member
Join Date: Oct 2014
Location: Port Orchard, WA
Posts: 4,215
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Asking me if there is anything ELSE they can help me with . . . when they never addressed the concern I called them about in the first place. But, probably the most irritating is WASTING MY TIME!
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Scot & Laura Kellersberger, U.S. Army (ret)
Newmar 4 wheel drive Dutch Star 3891, SOLD
Now RV'ing on the water in a Trawler!
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02-08-2020, 06:34 AM
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#10
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Senior Member
American Coach Owners Club
Join Date: Jun 2018
Location: SD
Posts: 897
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Poor customer service is like a yellow dog.
You know it when you see (experience) it.
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2012 Dynamax Dynaquest 390 XL
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