
Oh, here she goes again-- complaining about customer service! You know, it's not even about the service anymore. These days, I just
presume I'm going to have awful service in every business transaction. The workers are going to be careless and stupid. I'm going to be overcharged. The order is going to be wrong. No matter how polite and understanding I try to be, I will be treated rudely. But now it's about the inane "policies" these companies have enacted to protect their own profits and the expense of consumers.
Recently, my mom was prohibited from writing a personal check at
Target. Though she'd been a loyal, check-writing customer for the past 35 years, for some reason that day she became "suspicious." She was told to wait two weeks, and then come back to try again.
I've had two encounters this past month that have left me flabbergasted. First, my cell phone quit working. It's only a few months old, but it just totally died. It's still under warranty with
LG, so I went to the Sprint store to see about getting it fixed or replaced. Of course, Sprint doesn't handle this-- I have to contact the manufacturer directly. The LG customer service rep informed me I would have to pay (non-refundable, with a tracking number) to ship the phone back to the company, where a technician would look at the phone and assess whether it actually was a warranty issue and whether the phone should be repaired at their cost. The process typically takes about a month, I was told. "So, I am supposed to pay to send this broken phone-- made by you-- back to you, and at some point you will determine whether you will actually fix it or whether you're going to keep the phone and charge me more?!" The suggestion to me was to buy a new phone. So, the point of the warranty IS...? The rep on the phone admitted to me that LG has the worst warranty policy in the industry, and there's no way for a customer to know about it unless they read the fine print in the owner's manual, which comes after the phone purchase.
Then, there's the bank. I'm constantly at odds with
Wells Fargo. This company's policies and fee scales are confusing and never-ending, but it's such a pain to switch! The straw that broke the camel's back: a $2 fee for calling the customer service line. When I noticed this on my online statement and called the 800-number for clarification, I was told I had probably called to ask something I could have figured out on my own, like an account balance. In that case, the bank charges me for the banker's time! The Wells Fargo customer service line record now includes a mighty blue streak from my lips. But, really, I should thank them. This finally gave me the fuel to switch banks, a process I finally began this morning. Benjamin was along for the ride. We were at the new bank a long time; he consumed an entire package of fruit snacks and only part of an ink pen, all the while scooting around the lobby and saying "Hi" to the tellers.
And don't even get me started on the cable company. If you want to really get riled up, ask each of your neighbors what they pay for cable TV or phone or internet-- bet you get a different number every time. If you go into the office IN PERSON and demand the lower rate another customer is getting, they will eventually give it to you.
What, what's that you say? You read my ramblings to find out more interesting, entertaining things, like what's going on today with my family, especially the kids? Well, I don't know... I've been too busy ranting about customer service. Where are those kids, anyway?