In the last two days, I have contacted two companies customer service lines. Both were regarding over charging and mis-representation of pricing.
Let’s discuss the good Customer Service experience first.
We were quoted $30 – $50 for a job to be done. The job took about a week and they notified me that it was going to be $75 dollars. Surprised at the cost, I called and explained that we were quoted $30 – $50 dollars for the job.
The outcome: Not a problem, the person obviously hadn’t recorded the quote down properly, we agreed to pay $50 dollars and it was sorted. In fact they were going to only charge $40 but because of the great service, I insisted that we would happily pay $50.
That to me is great customer service. Without any argument being willing (and able) to make a change to keep a customer happy. We were only a small customer, but if we ever need that service again, guess where I am going.
The bad customer service example.
My wife purchased a free trial of some health products over the internet. Not only did they not have ANY contact details on the site, they also had some fine print that is not published clearly on the website either. The fine print, taking this trial meant that you were now subscribing to the product unless you notify us within 15 days (took 20 days for the product to arrive).
When I call them the women on the other end is very abrasive and unforgiving of their lack of clear information. What’s more there was a tough luck attitude, and the product was way overpriced (NZ $5.60 per pill).
I finally managed to cancel my wife’s subscription for the two products that she ordered. This is the part that interested me the most. In the space it took her to cancel two separate subscriptions (about 2 minutes) the cancellation number had risen from ####0353 to ####0452 . That’s 99 cancelations in the space of 2 minutes, incredible.
The Outcome: Well it isn’t hard to find other dis-satisfied users, and I will add my sentiments to the discord as well.
Dis-satisfied customer 1
Dis-satisfied customer 2
Dis-satisfied customer 3
Me – Dis-satisfied customer 4