The Customer Service Survey
Back from Winter Break
Wed - January 2, 2008 02:35 PM in
January 2nd, and everyone's back to work, including me. I had a nice and even somewhat relaxing break, thank you, and I found a wonderful horror story to kick of 2008.
This one comes from Palm, makers of the Treo, and gets juicy when the customer is told that repairing an in-warranty Treo will be more expensive than buying a new phone:
The first comment is also priceless:
Posted by Peter Leppik
So I asked employee C11329 to be transfered to her manager. She told me she was the most senior person at Palm. I asked her again politely to transfer me to her manager. She told me she had none. I asked to be transfered to the person that was reviewing her work, giving her assignments, etc.. I was told she had none. I told her I felt that was odd as, apart from the chairman and CEO, I didn't know of anyone in a company not having a manager. She told me she was the CEO.
For a second, I paused. "You're the CEO of Palm, Inc.?" I asked again, not really believing what I was hearing. "Yes, I am" she replied, now with a defiant tone. "So you're telling me you're Ed Colligan?" I asked. "I am the CEO and that's all you need to know."
The first comment is also priceless:
Tristan, what right do you have to complain? You got to speak to the CEO of the company! That's great service!
Posted by Peter Leppik
Posted at 02:35 PM | | | | |