HORRIBLE Customer service and problems with Aura

[Dr. Drib]

1) You have a broken substrate.

2) Your device is out of warranty.

3) The $20 offer is quite generous.

4) Choose a new ebook reader.

5) Good luck.

[JSWolf]

Originally Posted by Cinisajoy

I have twice gotten a discount and free shipping from a company because 1 I owned several of their products and 2 because I was very nice to the customer service. 2 different companies.
The second one I hadn't even paid retail for one product but it came without a necessary part. I got the part for a discount. Yes, I told them the truth.

I may be annoyed or upset, but when I call customer service/tech support but I don't see any reason to take it out on the person on the phone. Being nice has more chance of the person willing to go that extra bit for you if that's possible.

[ScalyFreak]

You would be amazed at how many companies make the critical mistake of keeping the power to actually do something for a customer, away from the front lines and out of the hands of customer service reps.

But there areas many companies who don't, who understand that if the person talking to the customer has the power to on the spot make decisions and act on them, the customer gets help quickly and effortlessly, which is what we as customers want.

And since I don't know which type of company I have called for support... yes, I am going to be nice to the person on the phone. Just in case they actually do have the ability to take full owner ship of my issue and provide a complete solution without delays or hassle.

[Cinisajoy]

Originally Posted by ScalyFreak

You would be amazed at how many companies make the critical mistake of keeping the power to actually do something for a customer, away from the front lines and out of the hands of customer service reps.

But there areas many companies who don't, who understand that if the person talking to the customer has the power to on the spot make decisions and act on them, the customer gets help quickly and effortlessly, which is what we as customers want.

And since I don't know which type of company I have called for support... yes, I am going to be nice to the person on the phone. Just in case they actually do have the ability to take full owner ship of my issue and provide a complete solution without delays or hassle.

The last company I dealt with put me on hold to get permission for free shipping. Yes, it was granted. Nice to first person helped. Oh and not only did I get the part I needed free, they threw in an extra accessory.

[jackie_w]

Originally Posted by Cinisajoy

... not only did I get the part I needed free, they threw in an extra accessory.

I hope the "extra accessory" was a strapping young man to come and install it for you.

[ScalyFreak]

Originally Posted by Cinisajoy

The last company I dealt with put me on hold to get permission for free shipping.

Great example of doing it wrong. Why isn't the phone agent trusted to make that call themselves, instead of having to put you on hold so they could go ask for permission?

No point having someone talk directly to the customer if you're going to make them turn around and ask for permission before they actually can do anything for customers.

[Cinisajoy]

Originally Posted by ScalyFreak

Great example of doing it wrong. Why isn't the phone agent trusted to make that call themselves, instead of having to put you on hold so they could go ask for permission?

No point having someone talk directly to the customer if you're going to make them turn around and ask for permission before they actually can do anything for customers.

It was an under $20 purchase. I figure that was more to get the code for the discount.

In a different business, I have seen too many customers try to con the newest employee into giving them a discount. I think it is either 6 months or a year before the employee can make that decision and on major discounts all employees have to get management approval. That is to prevent giving friends and family super deals. Matter of fact, it doesn't matter which store but employees and their families have to go through management for the discounts they are entitled too.

[issybird]

Originally Posted by ScalyFreak

Great example of doing it wrong. Why isn't the phone agent trusted to make that call themselves, instead of having to put you on hold so they could go ask for permission?

Yes! And I don't think they're costing it at all accurately. Sometimes when I'm engaged in prolonged explanations and negotiations with CS, including being put on hold so they can confer, I think to myself, "How much are they paying this person?" My guess is that it would be cheaper in the long run if CS could just fix it upfront and quickly and it would certainly result in a happier customer.

[ScalyFreak]

Originally Posted by issybird

Yes! And I don't think they're costing it at all accurately. Sometimes when I'm engaged in prolonged explanations and negotiations with CS, including being put on hold so they can confer, I think to myself, "How much are they paying this person?" My guess is that it would be cheaper in the long run if CS could just fix it upfront and quickly and it would certainly result in a happier customer.

It is, and it does. That's why smart companies do it. And why they pay their customer service employees well, and refrain from treating them like disposable units.

But that also works in reverse. The moment the cost of keeping you happy exceeds the profit we've made on your purchases, we start to remind each other that there's no need to go overboard with generosity just because the customer's upset...

[petercreasey]

I hope that folks read this thread enough so they can comprehend that the title is misleading and unfair.

[PeterT]

Originally Posted by petercreasey

I hope that folks read this thread enough so they can comprehend that the title is misleading and unfair.

I've reported this thread and asked if we could have the title changed

Sent from my Nexus 7 using Tapatalk

[John F]

What was the original title?

I'm seeing "HORRIBLE Customer service and problems with Aura", which seems accurate (after reading the first post).

[meeera]

Originally Posted by John F

What was the original title?

I'm seeing "HORRIBLE Customer service and problems with Aura", which seems accurate (after reading the first post).

The user broke their screen on a two year old device, and then called an offer of a $20 discount on a new device 'horrible customer service'. The title is extremely misleading.

[JSWolf]

I've also reported this thread because the topic is misleading and wrong.

[John F]

Originally Posted by meeera

The user broke their screen on a two year old device, and then called an offer of a $20 discount on a new device 'horrible customer service'. The title is extremely misleading.

Nope.

He had to wait 20 minutes to speak to someone the first time.
Than had to wait a couple of days for someone to reply by email.
Than attempted to contact them by email: no response after 4 days.
Contacted them again and had to wait 20 minutes.

Sounds like rather poor customer service to me.

The OP expectations may be unrealistic to some, but that doesn't justify poor customer service.

IMO.