Quote:
Originally Posted by sayhello
So, yes. Their call center technology sucks. Their customer service processes suck. However, once you actually get ahold of someone who knows what they are doing, the results are usually good. So while I HATE the process, it's usually worth sticking it out...  |
That sums up my experience as well. When I finally got hold of someone who was able to help, the warranty service I wanted on my earphones was quick and efficient. The hassle and sheer ordeal of getting there was flat out ridiculous though.
And don't even get me started on the completely lack of any useful product documentation at all on their support website...
Quote:
Originally Posted by issybird
If someone's already had a dropped call or two by the time s/he gets hold of a person, the call has already started on a bad basis. And the time wastage on both sides is significant, when a rep has to go through procedures already done by an earlier rep.
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If your call drops twice, the first thing out of the thirds rep's mouth when you say that should be, "then why don't you give me your phone number, and if this call drops, just hang up and I will call you right back".
You're there to
help. To answer questions, ease concerns and to make the process as smooth and easy as possible. Take some f-ing pride in your work.