03-19-2017, 08:57 PM | #16 |
Grand Sorcerer
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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. |
03-20-2017, 09:46 AM | #17 | |
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03-20-2017, 02:45 PM | #18 |
Sith Wannabe
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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. |
03-20-2017, 02:57 PM | #19 | |
Just a Yellow Smiley.
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03-20-2017, 03:13 PM | #20 |
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03-20-2017, 05:11 PM | #21 | |
Sith Wannabe
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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. |
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03-20-2017, 05:40 PM | #22 | |
Just a Yellow Smiley.
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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. |
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03-20-2017, 05:52 PM | #23 |
o saeclum infacetum
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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.
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03-20-2017, 06:40 PM | #24 | |
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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... |
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03-20-2017, 08:18 PM | #25 |
Wizard
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I hope that folks read this thread enough so they can comprehend that the title is misleading and unfair.
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03-20-2017, 10:35 PM | #26 |
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03-21-2017, 06:29 AM | #27 |
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What was the original title?
I'm seeing "HORRIBLE Customer service and problems with Aura", which seems accurate (after reading the first post). |
03-21-2017, 07:44 AM | #28 |
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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.
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03-21-2017, 07:53 AM | #29 |
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I've also reported this thread because the topic is misleading and wrong.
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03-21-2017, 08:43 AM | #30 | |
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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. |
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