If I have a buck for every time I have had a negative or “so-so” customer service experience, I would be able to pay my car loan off in full plus head to Paris for a month! It’s insane that customers have to endure what they do in their everyday lives to get things accomplished — not just as an employee — but as a consumer.
In stores, you find fewer employees who really know anything about the products- particularly in the chain stores and when they do, they can’t cross over into other areas because the stores short-staff the different departments.
It’s impossible to find someone to help you at times from Nordstrom to JC Penney– much less Sears. I ordered a pair of boots from Sears and clearly, I am a woman on the phone yet they kept sending me men’s boots. Sears had my payment for 2 pairs of boots yet wouldn’t send me out the correct size without getting both pairs back before shipment. Finally, I contacted the brand and they suggested that I send the boots back to them — both pairs — and they put the correct pair of boots in the mail to me immediately. I contacted Sears corporate HQ, but they were unwilling to deal with me despite that I said I would blog about this very issue. Clearly, Sears doesn’t care about customer service or customer frustration and they lack the comprehension of the import of a negative post is when someone like me hits the internet. Interestingly enough Lowes — with lower profits– has better service than Home Depot (but their bottom line is better probably because they have less staff).
Moving on to telecommunications, the various companies are ridiculous in what it takes to get decent customer service. I spent an enormous amount of money on DISH network and DIRECTV only to have to pay more to get “meh” customer service and reduced offerings for the same package price.
–We switched to Charter Communications and found out after a relatively short period of time – -including having to return to DIRECTV– that the bundle that included my phone service clearly wasn’t working. My local phone service (within my own area code) was not functioning. I could get calls from New York City or Berlin but I couldn’t get one from my doctor’s office unless they called my cell phone. After over 5 months of dealing with the corporate end of Charter– along with continued problems with telephone service, I finally switched to Verizon FIOS. I loved Verizon for a time.
My cell phone provider was really a mess. As companies were gobbled up and the competition became less and less, I found that I was stuck with ATT and bought an iPhone— which was great for about 6 months. I was using the calendar on my phone (much like I had on my previous phone) to schedule appointments and have it on a calendar.
Suddenly just after that 6-month mark, I was missing appointments, randomly, collectively, and selectively. What does that mean? It means I could input an appointment into the iPhone for say a client appointment — and while it was there for a day or so, it might not stick and would be wiped out on Outlook as well as the phone itself. Sometimes the phone would erase a specific set of repeating appointments (imagine what it cost me in MD and DDS fees to not show up because I hadn’t canceled with 24 hours advance notice!) Other times, the phone erased an entire month’s worth of appointments making me look like a flake to personal and professional contacts.
I spent not quite 6 months talking to Apple support both online and on the phone only to be told the next update would correct this problem– which it never did. Finally, I was beyond frustrated and contacted the VP of Customer Service at ATT and then the President at ATT in California and suddenly Apple was paying attention to me. They not only accepted that my phone was a disaster, they offered me a free phone. By that time, I no longer wanted a phone from Apple. I quickly switched brands.
My partner wanted to upgrade his phone and spoke to the manager of the store nearest to us and she agreed to give him a new phone at a great price. Unfortunately, he didn’t get that in writing because when he went back the next day, she conveniently forgot all about him or the deal that she had offered him and he walked out steaming.
Given that I had complained to Apple and ATT consistently through this time, I felt neither wanted my business enough and I told them so. As soon as my contract was up, we switched to Verizon mobile. I only got the attention of the VP and President of ATT because of my research skills at finding their phone numbers (much like I did when a Microsoft US employee blew out my entire profile on my computer due to an error on his part and I called six Microsoft vice-presidents and left them voicemails by 6 AM PT the next day. They weren’t happy to get my messages, but my efforts got the problem fixed pronto)
While Verizon mobile is good– do be aware that Verizon costs more because you have to buy entirely new phones. I started off with a Motorola which died after about 8 months– an odd occurrence– but still under warranty and I got it replaced with another Droid— albeit refurbished — and it died in 3 months. I then upgraded at MY COST to a more expensive Motorola Droid and it lasted about 48 hours and voila– dead phone. I then switched to HTC device and that died within 2 weeks (can you imagine my frustration?) and had it replaced. That replacement required that I drive 30 minutes to a special replacement store and they had to check the veracity of my claims before they would give me another “refurbished” Fuse which didn’t make it a week. By then, I was on the phone with the supervisory level of Verizon because I didn’t trust HTC who wouldn’t help me at all on the matter and Verizon’s store wasn’t cooperating. I spoke to several levels of supervisors (8 hours total over 3 days), and finally was able to switch to another phone which still (knock on wood) works. It happens to be a Samsung and I had dealt with Samsung before – -having had a Blackjack (a long time ago) that lasted almost 5 years including being tossed around by a child/pre-teen. I picked up the lower price Samsung phone (no longer supported, but a great precursor to the Galaxy S — and my current phone a Galaxy S) and it worked really well. I did have one problem with it– the battery died prematurely and I have had in the last 3 years one refurbished model that has worked quite well. We stayed with Verizon for so many years..and we have seen prices rise and customer service drop to the basement. I had problems with a phone that I was sold because the staff selling it to me didn’t educate me on how to turn off the phone. The instructions online didn’t explain how to turn off the phone. I called Verizon back and they told me to call Samsung. Samsung helped me within about 20 minutes. The Samsung agent was appalled that Verizon didn’t help me out. The answer was less than 5 minutes. It was ridiculous for me to have had to wait on Verizon on the phone for 30 minutes to get told to call Samsung!
I recently had some problems with our bill.. somehow our child (who knows the data limit) had run 3 gigs beyond our data limit. I paid for the difference and tried to rejig my plan. I wanted to stay in a $200 range because there is only 3 of us and my partner doesn’t use much data at all. I waited for hours to talk to someone at Verizon and I was fried by the time I got a helpful customer service person. She came up with a deal that was a $200/month bill. I was willing to take that because my child would have unlimited data. Within 24 hours I got a breakout of my new plan from Verizon HQ and the bill was going to be $300 per month (!!!!!). No one could explain to me what caused the difference and WHY the agent gave me the incorrect total. At that point, Spectrum looked great and I set in motion the process to switch carriers .. after we had been on Verizon for just over 15 years. Verizon clearly doesn’t value a long-time customer. And Spectrum made the switch to them and we dropped Verizon like hot coal so fast.. that in just under 3 days, we became a Spectrum customer.. not just for phone service, but internet and television too.
The lack of good customer service extends to automotive companies when:
1) I was told an untruth about the BMW I purchased (that it wasn’t a used car but a demo) It had been driven more than 1000 miles by a prior owner. They slipped that information into the paperwork quite casually. When I asked for clarification, the salesperson gave me an incorrect answer). The next issue was with my local dealer who did all the work on my car tried to tell me that I had caused significant damage to the car when I paid them for fixing some scratches and they did a poor job of fixing the scratches and the paint looked like it had been done by a pre-schooler. I contacted BMW HQ about that. I went to my independent BMW certified body shop and they offered to do it for FREE knowing that they would have a customer for life– and they do (3 cars worth of customers and lots of referral business)!
What’s really disconcerting is when you are dealing with local businesses like coffee shops and restaurants, markets, and gas stations, and other stores that you frequent. I had breakfast out this weekend and the place we went to is a very local establishment. It is a small chain but very locally based and the restaurant for a Sunday morning at 10 AM was not busy– surprisingly for this spot because it’s locally known for great food. Yet when we asked for water, we didn’t get it. I ordered coffee and it was warm but not hot. I told them I took it black and they brought all the cream a person could want along with it. The server vanished and when the food did arrive, most of it was lukewarm– and when it comes to eggs, hash, and pancakes, one doesn’t want lukewarm food. When my toast arrived there was no jelly. It was a uniquely frustrating situation — one which will be voiced on YELP.
I have had issues with MD offices and other medical personnel– including labs where blood is drawn– and with markets that had a deli area where I ordered holiday dinners only to have half the meal left out of the box and having to make it from scratch since they had no extras. The market (Kroger) couldn’t explain WHY the items were missing in a package meal– they just were.
I have other spots where I have great customer service. I have restaurants that remember me. There was a small indie business for shipping packages that was able to stay open based on my review of them on YELP because they were awesome in customer service when you realize it’s a one-person shop. I believe in rewarding those who have great customer service and business practices and products with great reviews.
You will see them on this blog– along with more personal commentary coming from me and others who wish to use this blog as an outlet for the problems they are dealing with — whether it’s with their work, their day to day relationships in terms of who they do business with or their own very personal lives. Do be aware that when you see a new title within the headline (which hasn’t quite been decided yet because it’s a group decision here by several people) that it’s not just me talking but others too who want to contribute but don’t want to be entirely visible like me.
Soon after these Emmy awards, you will hear about problems in being a blogger. As a journalist and writer for over 10 years in print and online, I have a lot of connections and relationships with writers, editors, brands, and public relations people. However, it’s not easy doing the work and cranking it out “on-demand” — meaning when PR wants it to hit. I have lots of brands or people who want to be on this blog. Yet when it comes to someone blowing me off when I have done a ton of coverage on their client and they can’t give me a single sample or fulfill a promise of an interview -even via email– I am going to call them out on it. Those who help me out get the coverage and maybe that’s why others aren’t getting coverage– because I can’t write about something I have not even seen in real life or had a swatch of it on a piece of paper to test drive texture or get the details on how a piece of clothing is made.
The important point is that you can go higher up the chain if you are willing to wait on the phone or can write a letter and/or post a note on a brand’s Facebook or Twitter page. Be business-like and be prepared to continue the battle if you aren’t making progress.
If you want to learn a bit more about mobile phones: the phone you have, the network, the services that are in your contract.. and the price tag that goes with all of the above, you should take a look at this post.
https://www.cellphonedeal.com/blog/just-how-much-time-do-we-spend-on-our-phones
Stevie Wilson
LA-Story.com
Want to leave a comment or ask a question? Please send an email to stevie.wilson@LA-Story.com
________________________DEALS and STEALS(Affiliate Links)
I curate deals that offer bonuses, bargains, and great products –and some are very specifically for this site to feature to my audience because I want my audience to get amazing products from great brands!
Disclosure: some of the links on this post might have affiliate links! It costs you nothing. If you buy something, the brand pays me a small percentage.
If you purchase via my link, I make a very small percentage for that purchase. It does not add any additional cost to the product. The price you see is the retail price (depending on the store or vendor).
Sunscreens Are Essential in Summer:
Try Hampton Sun Products!!
Hampton Sun has an amazing array of products that include sunscreens that are from SPF 4- 70. Some of the latest additions to the Hampton Sun family are mineral-based sunscreens. These sunscreens include the Age-Defying SPF 50 Mineral Crème as well as the newest product, Mineral Anti-Aging SPF 30 Lotion. These products are perfect for everyday use because they cover a lot of bases!
Key Benefits:
The best part about mineral sunscreens is that they don’t leave a chalky residue or a white cast on your skin. They vanish into your skin without being gooey or greasy!
SPF 30 Mineral:
100% Vegan Moisturizing Mineral -Based Formula, Coral Reef-Safe, Chemical-Free, No White Residue,
Broad Spectrum UVA/UVB Protection, Water-Resistant (80 minutes), Preservative-Free & Fragrance -Free, Non-Nano
SPF 50 Mineral:
100% Mineral Formula, Chemical-free, Coral Reef -Safe & Biodegradable, Broad-Spectrum UVA/UVB Protection, Water -Resistant (80 minutes), Sheer & Lightweight, Preservative-Free, Gluten-Free, Paba-Free
Sunless Tanning Mist!
For those who want to have a beautiful tan but don’t want to be subjected to UVA/UVB rays, there is another option for you from Hampton Sun: SUNLESS Tanning Mist!
This crystal clear, ultra-fine mist goes on evenly, works at any angle. No-rub application is for the face & body and dries in a flash! All organic Erythrulose, a naturally occurring sugar in red raspberries ensures a longer-lasting non-streaking tan. Infused with our signature Privet Bloom scent. We recommend you layer it on with several applications. The most flawless color – We call it Magic in a bottle!
Featured Ingredients:
Aloe Vera, Witch Hazel, Erythrulose, Sodium PCA
So you can have your “cake and eat it too” by using the Hampton Sun SUNLESS Tanning Mist and the Mineral SunscreenSPF 50 or 30 over the beautiful golden tan!! What’s not to love!
You can find Hampton Sun Products at these online and brick and mortar stores:
Hampton Sun: https://hamptonsuncare.com/
Amazon.com:https://www.amazon.com/Luxury-Beauty-Hampton-Sun/b?node=8757878011
Beautylish: https://www.beautylish.com/b/hampton-sunHSN:
Net-a-Porter: https://www.net-a-porter.com/en-us/shop/designer/hampton-sun
HSN: https://www.hsn.com/shop/hampton-sun/1230
Neiman Marcus.com + Neiman Marcus Stores: https://www.neimanmarcus.com/c/designers-hampton-sun-cat48080738
Subscribe to RSS headline updates from: http://feeds.feedburner.com/la-story/Bpyd
Powered by FeedBurner
If you are going to feature content from LA-Story.com including images, podcasts, or videos including the accompanying text, please respect copyright provisions. We require a notation of content origination (meaning credit tag), a link- back to the specific page & please email the link to stevie.wilson@la-story.com before the piece goes live.
LA-Story.com, LA-Story Recessionista, Celebrity Stylescope, Celebrity Style Slam Trademark 2025
