Reply 20 of 25, by mrau
wrote:No, the only thing I expect is the CS staff to know the products they are supposed to be supporting inside-out and to be helpful […]
No, the only thing I expect is the CS staff to know the products they are supposed to be supporting inside-out and to be helpful in a timely manner.
Most companies just hire dolts that just read off scripts and really have absolutely no clue about the products or the company they are working for.
When a company has a really good CS/RMA department I tend to go to that company when I need another product and also recommend them to other people.
Companies that have bad CS or RMA support do not get my business and I make sure to steer people away from them if they ask me for recommendations.
Cost cutting on CS/RMA is BAD BAD BAD BAD BAD.
I expect the companies I buy from to have the decency to actually support the products they sell, and to support them well. Anything beyond that is just icing on the cake and is what steers people towards recommending said companies to other people.
Examples of companies with absolutely horrible CS and/or RMA.
1. ATT - I have not used any of their services for over 5 years. Reasons:
a. Had them for cell phone service back in the day. They could not keep their crap straight. Once it took me over 3 months to get them to straighten out a bill after I called to up my minutes. Instead of just upping my minutes, they removed me from the family plan (free calls to other ATT customers), which resulted in a huge bill that they kept trying to get me to pay even after they said they would take care of it. I wasted a massive number of hours on calls with them.
b. We had DSL service from them for a second connection at a place I worked. The connection would go down regularly. I would literally have to wait on hold anywhere form 1.5-3 hours in order to be able to talk to somebody in order to even put a service ticket in.2. ASUS - have a piece of their hardware die within warranty? Might as well just toss it in the trash unless you like wasting months waiting and back/forth shipping for them to actually get you even a half working piece of hardware. And they have a nasty habit of claiming customer damage and unless you have pictures to prove otherwise you are hosed.
3. Mediacom (ISP) Their service is pretty reliable, but their CS and billing department is from hell. I called to cancel, and they told me the date when it would be disconnected and how much my last bill was, which I paid immediately. Then I got another bill and called them up and they said they had no record of me cancelling service. Took me months to get them to stop trying to charge me for service after I canceled service from them. They even tried sending it to a collection agency... over a $9.00 error on their end. Then when I asked to talk to their legal department, they acted like I was insane.. but they did finally did drop the charge.
i'm working at this place for almost 14 months now and i'm one of the older agents there !! we were never allowed to print manuals/ take notes home to just review sometimes - of course this slows me down; at work however it's too loud and they make a fuss if i stay - yes i'm still somewhat of a dolt;i passed my first "exam" over there and got a little raise for advancing and becoming a better agent - the procedures that i'm supposed to know for this are not used, so outdated they are; how would you want to improve in such an environment? you might say that i'm just slow and not so smart, true, but this is a low paying job, people who have good memorizing skills and higher iq look for a real job;