One of our own recent experiences with our local cable monopoly took three weeks to resolve…and while we were only requesting the latest functionality in cable boxes, they kept sending us repair technicians, cancelling appointments for unknown reasons, etc, and finally admitted that the only way we could get what we wanted was to head down to their payment center and find it ourselves. Which we did.
Issues with service are not simply confined to post-sales…In a recent article here, Computer Shopper went undercover to rate several major computer chains with their attempt to purchase a computer.
Is it unrealistic to expect quality and competent service? Or is customer service merely an undertrained person sitting in a cubicle reading instructions from the company website to us and providing little helpful information? More on this to come…