The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
VocaLabs gets Bad Customer Service
Friday - April 07, 2006 02:41 PM in
Today I've got my own horror story to relate. We need to get a new toll-free phone number at VocaLabs to support one of our client's projects. Usually this is a quick and painless process from our carrier, XO.
So we put the request in on Monday over the phone. We heard nothing by Wednesday, so we logged in to XO's online customer service center and could find no trace of the request.
So on Wednesday we put in a second request through the web site.
By this morning, we still had heard nothing. So we called customer service again.
Between navigating a very confusing automated system, getting misdirected and transferred, and waiting on hold twice, it was nearly 20 minutes before I actually was speaking to someone who could help me.
Fortunately (for us), after I had explained what we'd been through, and pointed out that what should have been at most a 24-hour process had taken five days, the service rep was willing to promise to personally usher our service request through XO's system and give us expedited handling.
Unfortunately, it appears that the new number wasn't provisioned properly. So now we have to go to tech support and get it fixed.
Posted by Peter Leppik
So on Wednesday we put in a second request through the web site.
By this morning, we still had heard nothing. So we called customer service again.
Between navigating a very confusing automated system, getting misdirected and transferred, and waiting on hold twice, it was nearly 20 minutes before I actually was speaking to someone who could help me.
Fortunately (for us), after I had explained what we'd been through, and pointed out that what should have been at most a 24-hour process had taken five days, the service rep was willing to promise to personally usher our service request through XO's system and give us expedited handling.
Unfortunately, it appears that the new number wasn't provisioned properly. So now we have to go to tech support and get it fixed.
Posted by Peter Leppik
Posted at 02:41 PM by | | | |