This article popped up in the NYTimes the other day. It is about how terrible phone and online customer support is, and more importantly, reasons why companies make their support so bad.
Having recently spent hours with Verizon trying to set up a kid-tracking service for our smartphones (the support tech never got the app to fully function, and she managed to delete my account in the process, despite assurring me she wasn’t going to mess up my account), and time today with the Marriott reservations (where I had to tell the machine bot screener what my question was, which of course it couldn’t parse, until I resorted to machine pidgin speak “reservation! cancellation! question!”, and then the agent had no idea what the cancellation policy on the booking site meant, and couldn’t even see the same rooms I was seeing), this is very much on my mind.
My most hated customer service companies are Verizon (totally, hands down) and any airline. My DH especially despises Apple, mainly because every time he tries to download a movie onto one of the kids Nanos, it fails and he ends up with customer service trying to make the download happen.
Who has the worst customer support in your opinion? Are there any that shine? (The small Linux-oriented company where I purchased my behemoth machine was fantastic when the laptop wasn’t charging properly, and I have had really good luck with Kindle support too). Do you have any particularly hilarious or horrifying customer support stories?
And, online support chat – yea or nay? I personally love it and always choose a chat over the phone. Much easier to follow, I can do other things at the same time, and I get a transcript.