It’s becoming an epidemic these days. Customer calls customer service. Customer service doesn’t listen to customer. Customer gets enraged. Customer service still talks around the issue but never addresses it.
Here the recording here.
At least in this case, the drone on the other end of the phone had the presence of mind to stop making himself look like an ass (namely by saying because there were multiple T1’s in the airport in question, there’s no way the connection would drop) and just give the guy a credit for his day pass to come back some other day in the future and use the service again.
Rudy’s been doing this his whole life. Anyone else surprised by the fact that someone with that much experience but that little intelligence is still a low-level customer care drone?
I’m not. Companies never put their best people into customer care.
Just for the record, David did actually get a call from someone claiming to be from T-Mobile:
One day after this blog was published, a person by the name of Cornell Cunningham claiming to be a Senior Manager of Customer Care at T-Mobile contacted me by phone to issue an apology and comment on his thoughts about the call and his expectations of T-Mobile’s customer service personnel. I asked him to send me his response in writing so that I could share it with ZDNet’s readers. When and if that statement arrives (I had no way of verifying the caller’s identity), I will publish here on ZDNet.
via Consumerist
Technorati Tags: t-mobile, hotspot, customer service, consumerism
