I read that companies were putting a new focus on customer service. Boy is that inacurate.
Two major companies the past two weeks have let me down. The first was Sears. Our house came equipped with appliances from Sears: microwave, dishwasher, garbage disposal, stove. Our microwave died quickly.
I called the 800 customer service number and scheduled an appointment for a service call. Of course, they only tell you the technician will arrive sometime between 8-1 or 1-5, meaning you have to spend a half-day sitting around waiting.
The day came and nobody shows up. I called and they told me someone had called in sick and I would have to wait two more days for another appointment. Two days come and nobody shows up. Another call and I get no answer. The following Monday I call and finally get an appointment with another tech who comes out, looks and says they have to order a part. Another week goes by and we finally get the microwave fixed.
No apology. No ‘thank you for doing business with Sears’. This is the good stuff???
Today, Northwest Airlines let me down. I have a trip planned for Pittsburgh this week but my videographer called this morning to tell me he had a death in the family and the funeral was set for the same day we were to leave. A call to Northwest and I find out there is no bereavement policy. I couldn’t change the flight, not even with proof of a death certificate. My only option was to cancel the flight and lose the money I paid to book it.
To get him to Pittsburgh for the shoot I would have to eat the original price of the ticket, and then book another ticket for $1475!!
So, I’m making the trip solo. Lucky for me I bought travel insurance and should get a full-refund from the insurance company.
But what’s the deal with customer service??? If I did business like that with my customers I’d fail. These days, customers/consumers have more options for their business than ever before. They generally get similar products or results, the only thing that separates one company from the next is customer service.
I won’t be using these two companies again if I can help it.