Customer service hell
If you've ever called the customer service desk of some large organisation, you may have experienced frustration, anger or despair and been left with the feeling that you are nothing more than a nuisance or unwanted interruption to the person on the other end of the line.
I had a similar experience several times recently when I called a telecommunications company to arrange for services to be installed at my home. I must have spent no less than four hours in the last month skulking in the bowels of their telephone exchange either on hold or choosing frantically from the range of inappropriate options some disembodied voice presented me with.
Awful telephone music for another ten minutes...
I wouldn't mind if this time had actually got me anywhere but to this day I still haven't had the equipment I requested completely installed to my satisfaction and I am currently waiting on the phone call I was promised.
Another thing that really bothers me when I ring up these places is the number of times they have to transfer your call to someone else who 'might' be able to help. This will usually mean you have to suffer some awful telephone music for another ten minutes and you may be cut off at the end of that and then have to go through the whole process again.
Of course going through the mill again including the extra long pre-recorded message advertising their website which is almost but not quite more useful than the help desk you are trying to get through to.
It seems to me that the bigger a company gets the more impersonal the staff in customer services become and it is only the smaller companies that are able to offer a more human and user friendly service. I myself work in the support department of a small organisation and have some idea of what it is like to deal with customers on a day-to-day basis. I don't think the people I deal with would be very happy if I put them on hold, lost their call or transferred them around the office every time they called.
Comments from visitors
TESCO has to be one of the worst ever. Too big, think they are above the law at times.
-1
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I have had no notification of my latest bill from Talk Talk for three months now and can't even access my latest bill by going on line to the website and trying to log onto MY ACCOUNT, as it's closed down for maintenance... been like this for weeks now!
IMO Talk Talk has no right to be able to debit my bank account without advising me of the bill sum first, as was usually case up until November 2010. it's been chaos ever since. Despite numerous calls and emails I have had no joy in getting any explanation.. other than they will charge me something like £1.47 to receive a bill. Excuse me, I expect to be notified automatically when the bill is raised in advance of paying. Why can't this still be the case?
Talk Talk is the worst company I've ever had to deal with; totally unreliable and customer service is non existant. This company is driving me insane. Can I take my complaints about the billing problem to some sort of ombudsman? I am a pensioner on a very strict limited income and need to know what my outgoings are... indeed I have a right to know what a company is debiting my bank account with. Talk Talk don't seem to care. Can anyone help me please?
IMO Talk Talk has no right to be able to debit my bank account without advising me of the bill sum first, as was usually case up until November 2010. it's been chaos ever since. Despite numerous calls and emails I have had no joy in getting any explanation.. other than they will charge me something like £1.47 to receive a bill. Excuse me, I expect to be notified automatically when the bill is raised in advance of paying. Why can't this still be the case?
Talk Talk is the worst company I've ever had to deal with; totally unreliable and customer service is non existant. This company is driving me insane. Can I take my complaints about the billing problem to some sort of ombudsman? I am a pensioner on a very strict limited income and need to know what my outgoings are... indeed I have a right to know what a company is debiting my bank account with. Talk Talk don't seem to care. Can anyone help me please?
-7
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I had a similar problem with Apple ( who are reported to have excellent customer care! what rubbish!) after being passed on to various people who 'might beable to help' I eventually got a woman who chose to shout at me using my Christian name, who had half the story of why I was ringing and would not giv me the oppotunity to explain saying that if I 'kept talking over her we would get nowhere', despite my protestations that I was the customer, it was also my phone bill to an 0844 number! she gave me a monologue in raised tones , said you have a nice day now and put the phone down! I was amazed! I sent 3 e mails to Steve Jobs the bigwig of Apple and have had no response! I'll never buy Apple again. My laptop needed 3 major repairs in less than 3 years, which totalled more than the cost of the laptop!
-3
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Exactly! What does it take to stop this constant annoyance. I appreciate that 3rd world countries are being helped enormously by this outsourcing of jobs to them but what about the damage it is doing to the UK economy and every consumers health when they have to deal with the frustration and annoyance of these, I have to say, useless call centres!
+9
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really annoyed - 13-Feb-11 13:46
I have been ringing talk talk for the last 3 days,over my complaint,i get nowhere with them.I AM STILL ON THE PHONE RIGHT NOW. they put me on hold and forget about me,cant solve a simple problem,they wont put me through to the UK, I am sick and tiered of phoning them. last week I was on the phone for 1 hr 2o min,when they are at fault they try Anything . THEY TOOK £106.41 OUT OF MY DIRECT DEBIT WITHOUGHT OTHORISATION .
+14
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I too am totally frustrated by a large organisation - Hoover Candy group. it is 2 months since I had my new kitchen fitted and the dishwasher arrived faulty - the catch was missing so not only have I not been able to close the door but I have had no dishwasher over the Christmas hols. I have just spent another 15 minutes listening to naff music and being transferred from one call handler to another. When an engineer arrived the first time, after we had explained the problem on the phone, he came with no knowledge of the job and no part!!!! We are still waiting... you are completetly at their mercy. They don't have a comlaints department - you have to write or email. I tried to email but surprise the link didn't work. Not sure where to go from here, I didn't think such poor customer service still existed. Shame on you Hoover Candy - I won't be buying from you again.
+1
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Caroline, Huddersfield - 30-Dec-10 11:22
If any one wants to join TalkTalk please think again.TalkTalk has been a nightmare from the start. They cut of my Telephone line Because They could not set up my direct debit account on my behalf. I have given my bank details five times to TalkTalk customer services now, and I still have no service. I went down to my bank several times to see if they were a problem with TalkTalk setting up a direct debit account. The bank said TalkTalk has maid no attempt to open a direct debit account for you. This left me with no alternative to move over to another service provider. They sent me a letter saying if I you cease your service within your minimum contract period then you will be liable to pay a cessation fee. TalkTalk also threaten me to send my details to a debt collection agency which will contact you further. This is how TalkTalk treats there customers.
-10
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Roger Coward - 17-Oct-10 13:39
I have dealt with the customer service at head office concerning a make up product and to be honest they are NOT interested in their customers at all. They just quote their policy over and over again; it’s like speaking to a record.
I have been a very good customer over the years, have a store card (not much longer though as that will be cut up today) they do NOT care about the little person, their customer. It seems to me that just because they are a big store they think they can treat people anyway they want, once they have had your money......they want 100% of our money but we don’t get 100% good or a reasonable customer service. It’s a waste of time complaining to them, they are not interested. I will not be shopping there again and would suggest anyone considering buying from them should REALLY think again.
I have been a very good customer over the years, have a store card (not much longer though as that will be cut up today) they do NOT care about the little person, their customer. It seems to me that just because they are a big store they think they can treat people anyway they want, once they have had your money......they want 100% of our money but we don’t get 100% good or a reasonable customer service. It’s a waste of time complaining to them, they are not interested. I will not be shopping there again and would suggest anyone considering buying from them should REALLY think again.
+7
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unfortunately used this serviceteam ltd home domestic service which was my and my neighbours hell. They are based in london and have very BAD BAD customer service. Very ironic that they are called serviceteam. They allegedly provide domestic service. Would never use or recommend this company to any householder. POOR SERVICE, POOR QUALITY, POOR VALUE
0
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I will tell all my friends about the poor service and will make sure all the papers know this and all os watch dog will get to know a bout this.
-7
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how on earth do talktalk get away with it?this company stinks to high heaven
+4
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hours and hours trying to get help.rude customer services telling me im lucky to have free internet and I should be grateful for what ive got.absolutely the worse company ever in the history of telecomunications.0/10 poorest most horrible nightmare .talktalk ruin your health and life.im serious here im broken with them.what an ordeal.
+5
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"iv bin on the fone 2 these people 4 3 days now I think I must ov spoke 2 at least 15 different people of which nun ov them cud speak english....."
Hilarious!!
Hilarious!!
-4
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grumpyoldwoman - 11-Jun-10 17:46
iv bin on the fone 2 these people 4 3 days now I think I must ov spoke 2 at least 15 different people of which nun ov them cud speak english half of them were proper rude 2 me,a couple of them hung the phone up on me,1 was ment 2 call me back and dident,not 1 of them no how 2 do ther job my last phone call was 2 tell them that I want 2 cancel my contract with them because I think the service is disgusting and the staff I also will not be paying a disconection fee and will never use ther service again..A load of idiots...
-1
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I ordered Broadband beginning of April. Person I spoke to was humming all the time - I wondered if he was hearing me. Received confirmation in post to say broadband live 22Apr and router on the way. By 26April, no router arrive. I phone to enquire. Phoned the number given kept holding on with awful repetitive music. Eventually spoke to a male assistant. Where is the router - he checked - came back - sorry ther is no router found on the system. I said this is strange because I have confirmation that we went live on 22April. No Mam, believe me - you have NOT order router. I asked to speak to another department as I said I might as well cancel.
Spoke to a female assistant this time. I explained the situation. I don't think she believed me, made out I was stupid!!!! The then put me on hold again and again. Then came back to say - when I ordered broadband - the TalkTalk systems were OUT!!!!!!! hence nothing on computer with my name. I said I would like to cancel. She said she will make sure router arrive next 5 working days. Router arrived on Monday 26 Royal Mail. Here comes the good bits:
My dauthter decided to phone Talk Talk to say we do not want to be charged as router came so late. Phoned the number - got recorded message then awful repetitive music for 25 minutes.
Eventually, someone in India answered. He said he could not help because customer services was closed. After half an hour of waiting to talk to someone, we got through to India who could not help. He promissed to get customer services to phone my daughter back yesterday am on her mobile as she will be on her way to work. (29APRIL10) Guess what NO PHONE CALL.
WHAT ABSOLUTELY BAAAAAAAAAAD SERVICE TALK TALK. BAAAAAAAD CUSTOMER SERVICES - WILL NOW BE CANCELLING EVERYTHING - MY TELEPHONE TOO!!!!
28
Spoke to a female assistant this time. I explained the situation. I don't think she believed me, made out I was stupid!!!! The then put me on hold again and again. Then came back to say - when I ordered broadband - the TalkTalk systems were OUT!!!!!!! hence nothing on computer with my name. I said I would like to cancel. She said she will make sure router arrive next 5 working days. Router arrived on Monday 26 Royal Mail. Here comes the good bits:
My dauthter decided to phone Talk Talk to say we do not want to be charged as router came so late. Phoned the number - got recorded message then awful repetitive music for 25 minutes.
Eventually, someone in India answered. He said he could not help because customer services was closed. After half an hour of waiting to talk to someone, we got through to India who could not help. He promissed to get customer services to phone my daughter back yesterday am on her mobile as she will be on her way to work. (29APRIL10) Guess what NO PHONE CALL.
WHAT ABSOLUTELY BAAAAAAAAAAD SERVICE TALK TALK. BAAAAAAAD CUSTOMER SERVICES - WILL NOW BE CANCELLING EVERYTHING - MY TELEPHONE TOO!!!!
28
+1
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Mooning Money. We have got your cash. Ha ha if the product is bugherred. We doesn't care a fig no more. We have taken the funds and invested it in our yachts well away from your miserable lands.
0
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You Silly Funny People - 29-Dec-09 21:59
Spent 2 hours on phone to Dell, promised to ring me back twicw, kept me in all dayy..
never never ever again Dell
never never ever again Dell
-3
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frustrated John - 29-Dec-09 21:31
Ask yourself are you emotionally happy with the product and service. It really doesn't matter anymore if it doesn't work..
Murphy's Law
All firms want higher Customer Satisfaction
All those firms introduce new and special rules and procedures whereby the Service Staff must comply and follow.
These new rules inevitably totally demoralise the technical support staff who no longer feel they are worth anything in the Game any more.
Customer Satisfaction drops as the Support Staff don't give a damn anymore.
Murphy's Law
All firms want higher Customer Satisfaction
All those firms introduce new and special rules and procedures whereby the Service Staff must comply and follow.
These new rules inevitably totally demoralise the technical support staff who no longer feel they are worth anything in the Game any more.
Customer Satisfaction drops as the Support Staff don't give a damn anymore.
-3
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Swings and Roundabouts - 29-Sep-09 19:41
Dear Custumer services today 16.50 my telephone line constantly busy I can not phone out at all the last 40 minutes every of my telephone set I got 3 show the same problems my number 01843 833427 seems only the broadband works ? I need urgent help ! will I have refund for this trouble ?
+4
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I want to know who this person is who's pretending to be Mr Hicks and Moaning Minnie. It is obviously the same person by the use of the word LoL and the way they have written it, and the fact that they don't use spaces after commas and full-stops. I don't take too kindly to being impersonated whoever you are, and if you must do it at least try and make it a bit more convincing. Jesus.
+10
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