So I just hand to hand my 2 month old Lumia 710 into Nokia for repairs this week. The first time was for touchscreen issues, the second issue was caused by their repair job, which left me with horrible colour banding and a warped LCD (this was an official Nokia Care centre).
After their second attempt at a repair I was told that the components "Didn't like each other", must be a faulty unit and that he would have to check with his supervisor to replace the phone which could take "any time between a week and a month". They refused to let me back up any contacts to my sim and asked for a £50 desposit on a loaner phone.
Kinda felt like I was treated like an idiot through the whole process, and expected a better service given the device's age. In this case, I think I may just passive aggressively switch to iPhone given that I just found out I get 30% off contract prices with my work.
Have you had any bad Customer Service recently? How do you react in that situation?
[EDIT: Spacing added. Really wish that iPad/Mobile "simple text editor" took paragraphs into consideration!]
I don't really have the energy to put up a big fuss in the face of poor customer service. A bad experience usually means I'll just stop using that company's product and boycott them as a much as is possible in future. I'll also inform friends and family of said bad experience and advise them to shy away from that product or manufacturer or service provider as well.
It's in customer service via phone, I have no problem just hanging up and trying again. I've worked customer service before and understand how awful it can be, so I try to keep my cool and not fly into a (probably justifiable) rage.
I've yet to have any face-to-face customer service experiences that couldn't be solved by speaking with a manager, so I'm probably lucky on that front. In your situation though, I'd probably have walked out and got on the phone.
It's in customer service via phone, I have no problem just hanging up and trying again. I've worked customer service before and understand how awful it can be, so I try to keep my cool and not fly into a (probably justifiable) rage.
That's kind of how I am, but usually I end up rage quiting any way when it's said and done.
But I do agree once you have worked from a customer support/help desk perspective you get a different look on it. The days of taking the beatings for our level 2/on site guys because they don't follow up with users.
Being a technical support representative in a company where the customer is always right and treated with an utmost respect, I certainly feel you were not accorded the courtesy that was due to you. As such, you had every reason to feel the way you felt as a direct result of that poor customer service experience, however, you should have requested to speak with their manager on duty. That awful case could have been handled differently, I believe!
There's no point in talking to a manager when it's clear that shitty customer service is company policy. Take Comcast, for instance. I'm so tired of attempting to decode the impenetrable accents of their customer service reps, that the last time I was forced to deal with them I used the online chat option. After the third time the "rep" (possibly a semi-aware AI) copy-and-pasted a boilerplate advertisement for Comcast services to the chat window while I was trying to talk to him/her/it, I rage quit the browser.
So I just hand to hand my 2 month old Lumia 710 into Nokia for repairs this week. The first time was for touchscreen issues, the second issue was caused by their repair job, which left me with horrible colour banding and a warped LCD (this was an official Nokia Care centre).
After their second attempt at a repair I was told that the components "Didn't like each other", must be a faulty unit and that he would have to check with his supervisor to replace the phone which could take "any time between a week and a month". They refused to let me back up any contacts to my sim and asked for a £50 desposit on a loaner phone.
Kinda felt like I was treated like an idiot through the whole process, and expected a better service given the device's age. In this case, I think I may just passive aggressively switch to iPhone given that I just found out I get 30% off contract prices with my work.
Have you had any bad Customer Service recently? How do you react in that situation?
[EDIT: Spacing added. Really wish that iPad/Mobile "simple text editor" took paragraphs into consideration!]
I don't really have the energy to put up a big fuss in the face of poor customer service. A bad experience usually means I'll just stop using that company's product and boycott them as a much as is possible in future. I'll also inform friends and family of said bad experience and advise them to shy away from that product or manufacturer or service provider as well.
It's in customer service via phone, I have no problem just hanging up and trying again. I've worked customer service before and understand how awful it can be, so I try to keep my cool and not fly into a (probably justifiable) rage.
I've yet to have any face-to-face customer service experiences that couldn't be solved by speaking with a manager, so I'm probably lucky on that front. In your situation though, I'd probably have walked out and got on the phone.
I tend to go for impotent rage.
@RustySpoon said:
That's kind of how I am, but usually I end up rage quiting any way when it's said and done.
But I do agree once you have worked from a customer support/help desk perspective you get a different look on it. The days of taking the beatings for our level 2/on site guys because they don't follow up with users.
Being a technical support representative in a company where the customer is always right and treated with an utmost respect, I certainly feel you were not accorded the courtesy that was due to you. As such, you had every reason to feel the way you felt as a direct result of that poor customer service experience, however, you should have requested to speak with their manager on duty. That awful case could have been handled differently, I believe!
There's no point in talking to a manager when it's clear that shitty customer service is company policy. Take Comcast, for instance. I'm so tired of attempting to decode the impenetrable accents of their customer service reps, that the last time I was forced to deal with them I used the online chat option. After the third time the "rep" (possibly a semi-aware AI) copy-and-pasted a boilerplate advertisement for Comcast services to the chat window while I was trying to talk to him/her/it, I rage quit the browser.
I switch to one that does have good customer service. Although, that isn't always an option for everyone...