An Example of Outragously Bad Customer Service
Usually in this space, I try to present to you a few things that you can do to improve your customer service by presenting examples of what has been done right around the web. Today, however, we’re going to look at an example of customer service that has gone horribly, horribly wrong. Recently, a customer placed an order for 300 CDRs from Buy.com. Instead of getting the two 150-packs he had ordered, he instead received two 100-packs. Since they were the right brand, he shot off an e-mail asking Buy.com to simply send him another package of 100 CDRs, and began using the packs he had received. Obviously, Buy.com would send him the CDs and the issue would be taken care of in a prompt manner, right?
Unfortunately, it wasn’t that easy.
After a dozen e-mails thus far with the customer repeating himself several times with almost no change in the e-mails he received from customer support, the issue still has not been resolved. Obviously, throughout the exchange, not one human has bothered to actually read his e-mails! This is insanity! You have to check out the entire e-mail exchange… I dare you not to feel an intense anger and frustration as both a customer and a retailer at how insanely unhelpful Buy.com’s automated “customer service” is. Hopefully, your own site’s customer support is lightyears away from this complete travesty.
Posted by Chris | May 30, 2007
steve July 14th, 2007
I just had the worst customer service experience ever. I called to make a routine inquiry on my yahoo small business account and the rep told me to get off speaker phone or he would discontinue the call so when i asked why, he went into a tidate about how stupid custoimers were and hung up! needless to say, i was shocked so i took a few minutes to collect myself and called back for a supervisor. This time, i was not on speaker but the supervisor told me the same thing-get off speaker before we can continue and she hund up. I’m writing a lengthy letter and copying it to every damn C level executive in that yahoo organization to let them know that they STINK. I’m still in shock and disbelief!!
Derek Anderson August 27th, 2007
I can do you one better. I purchased three items on one order from buy.com and they only shipped one of the three items. When I call to let them know I didnt receive my entire order they told me was out of luck. That they weigh thier boxes before they go to shipping and then the shipper re-weighs them before they go out the door so there is now way me entire order was not sent. Keep in mind there is no one to talk to and there is no response from any department there. My only hope is resolution with VISA but who knows.
Keep away from BUY.COM.