http://www.democraticunderground.org/discuss/duboard.php?az=view_all&address=389x6994227
Oh my.
My fellow Nebraskan, Omaha Steve:
Omaha Steve (1000+ posts) Wed Nov-11-09 06:44 PM
Original message
Venting... After 35 years customer service hung up on me
I remember my mom and dad using and shopping at this store and getting in home service from this company 50 years ago. The love affair ended today. We called last week to schedule a service appointment. This Friday and Saturday were already booked. Marta took the day off work to be here TODAY. They were supposed to be here between 1-5. I got home at 4. They hadn't been here yet.
Near the end of dinner Marta called to see when they would get here. 2 operators later we were told they would take care of it now. The next operator explained that the system went down yesterday. Everything about appointments for today was lost. When I asked them to send somebody out yet today, they said they couldn't.
I asked how they could treat me like this after 35 years. I wanted something for Marta's wasted day. The operator (yes here in the USA) knew I was close to losing it. She hung up on me.
Three years ago after the service center left the area, we didn't renew. We had had problems with a call center that was outside the USA. They called begging for another chance. We knew they were competing with Wal-mart and gave them another chance.
I did phone work for 2 years. I know 1 rule is never hang up on a customer. I was livid over this. Marta called the 800 # right back. After hearing all the reasons why we are upset, the company just can't extend our contract or make restitution for Marta's precious lost day. They also can't get here this late.
I won't name the company out of long respect. We will have everything done for our annual service, then cancel for a refund for the remaining time. They still rate high on the items they sell.
America ain't the land of customer service anymore. We lost something in a boardroom fight due to performing for the stock holder, not the customer.
A very sad day at our house.
It's a big bonfire; my fellow Nebraskan draws well on Skins's island, better than franksolich draws on conservativecave.
A few primitive comments, selected at random:
cynatnite (1000+ posts) Wed Nov-11-09 06:57 PM
Response to Original message
4. If they have no respect for you, there is no reason not to tell us who the company is.
franksolich suspects it's the world-famous Nebraska Furniture Mart.
napi21 (1000+ posts) Wed Nov-11-09 06:58 PM
Response to Original message
5. You don't have to name the co. I think I already know who it is.
I stopped shopping there many years ago. Some of their products & services are still OK, but way too many are not, and cust. serv. started to slip a long time ago.
I too worked customer service and I try to be patient with anyone who I'm talking to because I know most of the time the problem is not their fault, but you have no idea how many times I've said "Yes I know it's not YOUR FAULT, but guess what? I got YOU right now!"
Give them up! When they finally go out of business, maybe SOME idiot inside mgmt. might realize how badly they screwed up!
franksolich doesn't think the Nebraska Furniture Mart's going out of business any time soon.
**********PRIMITIVE BRAWL!**********
**********PRIMITIVE BRAWL!**********
**********PRIMITIVE BRAWL!**********
OPERATIONMINDCRIME (1000+ posts) Wed Nov-11-09 07:06 PM
Response to Original message
10. Really... People Are On Your Side With This?
You way over-reacted. Do you think you are king of the world or something? Your demand and reaction is full of arrogance.
Shit happens. We've all probably had a similar experience where we took off just to have a no show. At least they had a legitimate reason. Shit happens. But you actually think you can demand they still come out right then and there, and that the world will actually stop for you and *poof*, they'll come right over? You actually think that by demanding compensation for her lost day, that there's a chance in hell you'd get it? That's not exactly a healthy mindset as it relates to the expectations of customer service. I can totally understand why she chose to hang up on an irrational and abusive caller.
Totally irrational response to an otherwise circumstantial event. You should really try and work on being more reasonable.
Omaha Steve (1000+ posts) Wed Nov-11-09 07:12 PM
Response to Reply #10
12. That is some shoulder you have to cry on
I'm tolerant. I've never put a single DUer on ignore. Hmmm.
Thanks for the perspective.
OPERATIONMINDCRIME (1000+ posts) Wed Nov-11-09 07:25 PM
Response to Reply #12
14. Who Is The One Crying Exactly?
"Whaaaaaa they wouldn't cater to my completely irrational demands that they come over THAT INSTANT and then reimburse me for time lost. I'm NEVER dealing with them AGAIN!!!! (stomp stomp)"
But you just go on thinkin that you were owed all of that and that you are on the superior ground. Yup. That's a winner for sure...
Omaha Steve (1000+ posts) Wed Nov-11-09 07:37 PM
Response to Reply #14
18. Are YOU 35 years old yet?
After well over 50 years in the family. 35 years ago right after Marta and I married we signed a contract for service. Yes I expect something when I'm f'd. You take all the crap you want in life. I (Marta and I) won't!
Judging by a quick goggle, I see we aren't the only people done taking shit from company's that get our $.
OPERATIONMINDCRIME (1000+ posts) Wed Nov-11-09 07:45 PM
Response to Reply #18
21. Suck It Up.
Shit happens.
Your expectations in this situation were completely irrational. I don't personally give a rat's ass how old you are or how long you've been with them.
And if it's one thing I'm known for it's not taking crap from anybody. But that's not what we have here. They didn't give you crap. They gave you a reasonable explanation. And your standing firm accomplished nothing. You act as if by 'not taking crap' you accomplished something. What did you accomplish? You made them lose your business? Boohoo. But who will you get now? Regardless of who it is, do you honestly think for a second that THEY would've come out or compensated your wife for her time? Short answer? No, they wouldn't have.
cynatnite (1000+ posts) Wed Nov-11-09 07:46 PM
Response to Reply #21
22. Rational or not, OMC, he's got a right to dump the company if he's not happy with it.
OPERATIONMINDCRIME (1000+ posts) Wed Nov-11-09 08:49 PM
Response to Reply #22
40. Absolutely.
I never said otherwise. It's the story and reaction itself, of which the poster seems to feel deserving of some sort of accolades (and which sad enough some are giving him), that I'm most focused on.
Omaha Steve (1000+ posts) Wed Nov-11-09 07:54 PM
Response to Reply #21
24. Again your how old?
You don't seem to know what customer service was like 35 years ago. The local cable (Cox Omaha) company gave my mom $25 when they were 15 minutes late for a service call 4 months ago. She has only been on their phone service for a year. Look them up.
All 5 members of our family have done customer service on the phone. But then my youngest is 30. We all know what service used to be. To bad you don't.
We are leaving a company after a very long relationship. You it seems, will never know what that means.
Keep telling yourself you are adequate over and over....
Old Codger (1000+ posts) Wed Nov-11-09 08:06 PM
Response to Reply #24
29. Hey Steve
He and people like him are the reason customer service is pretty much gone anymore, they are perfectly willing to allow themselves to be f***ed over and just keep on taking it.. I agree with your stance, CS sucks form most companies and there are too many other ones selling the same things..
OPERATIONMINDCRIME (1000+ posts) Wed Nov-11-09 08:51 PM
Response to Reply #29
41. ROFLMAO.
This thread is too ****ing funny...
OPERATIONMINDCRIME (1000+ posts) Wed Nov-11-09 09:03 PM
Response to Reply #24
48. Bet Ya Your Mom Wasn't Abusive Or Irrationally Demanding Either.
You say the comparison as if they were similar. In order to be similar your mother would've had to be as abusive and irrational in her demands as you were. Betcha she wasn't.
Omaha Steve (1000+ posts) Wed Nov-11-09 09:20 PM
Response to Reply #48
51. The cable guy had the $25 certificate in hand when mom opened the door
She is 85 and doing fine on Medicare and Social Security. Wonder why she is a great D?
Arugula Latte (1000+ posts) Wed Nov-11-09 08:13 PM
Response to Reply #12
31. Oh my, I can't believe that this particular DUer is lecturing you on being "reasonable"
Oh, that is rich, rich, rich.
OPERATIONMINDCRIME (1000+ posts) Wed Nov-11-09 08:52 PM
Response to Reply #31
43. Too Much Fun...
It's like being a lone sane visitor in an insane asylum, and hearing all the inmates claim how 'crazy' he is.
**********END OF PRIMITIVE BRAWL**********
Oops, franksolich was wrong.
Omaha Steve (1000+ posts) Wed Nov-11-09 08:36 PM
Response to Reply #35
38. Your right
Sears it is. A quick goggle brought up pages of problems their customer service has caused people of late. Since we put the contract on a non Sears (they don't own their own card) card, we are disputing the original charge for failing on service. The phone rep says we should win a full refund. Now that is service!
There's lots more at the bonfire.