John Coloccia
08-16-2012, 3:23 PM
So today has been my day to have truly stellar examples of bad customer service...and two more companies that lost my business for good.
First was a smaller woodworking supplier that most of us know, who shall remain nameless. I called up to buy a couple of Auriou rasps. I explained what I was doing, and that I need a recommendation. I swear, he couldn't get me off the phone fast enough. He kept saying things like, "You should try maybe a this or a that...or a this....a long one is what you want". Hmmm....how long....what grain? Couldn't get a straight answer. Didn't even get to talking about the second one I wanted. Finally I tried to say, "Look, I'm ready to place an order for two rasps, not just talk about rasps, so we need to nail down exactly what I should get so I can actually order it".
I got to, "Look, I'm ready to place an order f..."
him: "Let me get you to someone that can take your order"
me: "But can we..."
him: "Let me get you to someone that can take your order"
me: "But I'd lik....."
him: "I'll transfer you to someone that can take your order"
me: "Fine"
And I hung up.
10 minutes later I get a call back from my insurance broker. I've been asking about a business policy for a week or two now. She sent me a rider to look over for my homeowners. I read through it and it's greek. I contacted her again and asked her to simply tell me in plain english if it covers what we had talked about. I fell into a black hole. She calls back today to say that I have to get some other policy, but that there's a questionnaire coming and we should talk before filling it out, but she'll be away on vacation next week. Huh? What about coverages? What about cost? Will it suit my needs? Oh, she doesn't know. Someone else handles that. Uh huh. Well why should I call her back, then? Shouldn't I talk to the other one instead? Oh yeah, that's a good idea. She can put me through to her voicemail. Finally I told her, "Seriously, after a week or two I was kind of expecting an answer or a call back from someone that can give me an answer." You would think she would have talked with her colleague, explained the situation and something would be happening. I guess she wants me to start all over again. I'm happy to...just not with them, and the new broker can have my homeowners and auto insurance as well.
What the heck is up with these guys?
First was a smaller woodworking supplier that most of us know, who shall remain nameless. I called up to buy a couple of Auriou rasps. I explained what I was doing, and that I need a recommendation. I swear, he couldn't get me off the phone fast enough. He kept saying things like, "You should try maybe a this or a that...or a this....a long one is what you want". Hmmm....how long....what grain? Couldn't get a straight answer. Didn't even get to talking about the second one I wanted. Finally I tried to say, "Look, I'm ready to place an order for two rasps, not just talk about rasps, so we need to nail down exactly what I should get so I can actually order it".
I got to, "Look, I'm ready to place an order f..."
him: "Let me get you to someone that can take your order"
me: "But can we..."
him: "Let me get you to someone that can take your order"
me: "But I'd lik....."
him: "I'll transfer you to someone that can take your order"
me: "Fine"
And I hung up.
10 minutes later I get a call back from my insurance broker. I've been asking about a business policy for a week or two now. She sent me a rider to look over for my homeowners. I read through it and it's greek. I contacted her again and asked her to simply tell me in plain english if it covers what we had talked about. I fell into a black hole. She calls back today to say that I have to get some other policy, but that there's a questionnaire coming and we should talk before filling it out, but she'll be away on vacation next week. Huh? What about coverages? What about cost? Will it suit my needs? Oh, she doesn't know. Someone else handles that. Uh huh. Well why should I call her back, then? Shouldn't I talk to the other one instead? Oh yeah, that's a good idea. She can put me through to her voicemail. Finally I told her, "Seriously, after a week or two I was kind of expecting an answer or a call back from someone that can give me an answer." You would think she would have talked with her colleague, explained the situation and something would be happening. I guess she wants me to start all over again. I'm happy to...just not with them, and the new broker can have my homeowners and auto insurance as well.
What the heck is up with these guys?