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The customer service hall of shame

Posted Jun 10 2009, 12:08 PM by Kim Peterson
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I love MSN Money's annual "customer service hall of shame" survey. The newest survey is out today, and all the usual suspects are on it: Comcast, Citigroup, Qwest, Sprint and Bank of America.

I also see my No. 1 pick for worst-ever customer service: AOL. When my father-in-law's Alzheimer's disease had progressed to the point where he couldn't remember anything, or even speak coherently, his wife called AOL to cancel his account. But AOL refused because she wasn't the primary account holder, and continued billing for years despite numerous phone calls, letters and threats of legal action. Nice one, AOL.

I'm glad MSN gives people a place to share these kinds of experiences, because these companies deserve to be talked about. Bad customer service should not be rewarded with silence and inaction. And some companies do change after being pummeled for the way they treat customers.

Sprint, for all its flaws, is trying hard to improve. Comcast is working with customers affected in the economic downturn, offering discounted packages and other compromises to hold on to subscribers.

MSN Money's Karen Aho writes that discount retailers and grocers are getting higher customer service marks in the recession. Even Wal-Mart received better grades. We rave about Wal-Mart's management here on Top Stocks, so the improvement in customer service is no surprise.

Times like these are a true test of corporate customer service. The companies that step up now will keep customer loyalty even when the economy improves.

Image credit: Tom Grill/Corbis

Related reading:

The 10 worst-managed companies in America

Insider buying at Wal-Mart gains steam

Could Sprint finally be turning things around?

 

Comments

 

You forgot to mention the horrendous customer service offered by Ebay.  Ebay charged me twice for the sale of one item.  There was no way to reverse the second charge and Ebay refuses to discuss the matter with me.  Of course there is no way to contact them by telephone and they won't reply to Email messages.  I encourage everyone who will listen to avoid selling or buying on Ebay.

I've bought hundreds of items on Ebay, and have had nothing but positive experience.

ebays phone number: 866-643-2959

They have always been very helpful. Lately things have been getting worse though.

By worse I mean that their rules and reg's are getting out of hand. It also seems like they are controlling how you can pay for items, almost forcing you to use paypal, which they own.

Every experience I have had with their customer service has been top notch. They have always taken good care of me when we've had issues.

Sorry, but Walmart has seen my last ten cents.  Every two months, we drive 60 miles to McAllen, TX for a doctor's appointment, usually around 9:30 AM.  With 3 prescription in hand, for 3 trips to Walmart, I presented the prescriptions around 11 AM only to be told that THE PHARMACY WOULD BE CLOSED FOR LUNCH, morning scripts would have to be filled first, so I was invited to return AFTER 3PM.  

Nick trick to try to get me to shop for a few hours and have lunch.  This is just too dumb for me.  Closing the entire pharm when they are hours behind?  

One of my scripts is also on the $4 list at Target.  Last month we went to Target arriving at 11 AM.  And guess what I was told?  That will be about 30 minutes, but it may be ready in 20 minutes.   After making a purchase in the kitchen dept., sure enough, my scripts were ready.  In fact, their list of $4 scripts had been updated and they were able to fill ALL THREE in that 20 minutes.  When I told them about Walmart closing for lunch, they looked at me incredulously and assured me that lunch is rotated and there are more than three on duty at all times.  With the markup on most drugs, the pharm is a cash cow and they know it.  Last year, living elsewhere, I had the same experience at Walgreen's -- three times.  I actually took scripts there around 7-8 PM when most folks are already home, the store was practially empty of shoppers, yet I was told that it would be 45 min to 1 hour and there was only one pharmacist.  

I say Target designs their service around the customer more than any other.

It cannot be a coinci

Walmart is a total sh** hole, the products they have are mainly imported from China and here in Florida they seem to be a reunion hall for the spanish speaking illegal imagrants on the weekends. They do not keep a good inventory on the products that do sell well and for a store that is opened 24 hrs. you would think they would have the brains to stock the shelves before the rush of customers on the weekends. Instead they stock empty shelves, (sometimes), during the rush and you have big carts full of product blocking the isles. They are very sly with their tricks on getting you to buy the products that have the highest profit for by not stocking the shelves with products that the customers prefer. Their seafood is from China, their meat is the worst ever and they are well known for only stocking shelves with products that are about to go bad if not cooked and eaten within 24 hours of purchase. When this economic recession is over Walmart will go into it's own private recession.

Back to kicking AOL around with Kim. They are the most invasive, predatorial, and tenacious of all the isp's. Like the poverbial snapping turtle , once they've sunk their  beak into you they wont let go until it thunders. And even then they wont let go, as Kim

has testified here. It's nearly impossible to shake them off.

I just signed up for Comcast "bundled" services that "include" HD box, my first bill came and they have added a charge for that box of 9.95. I have been through 2 reps and now await a supervisors call to retify.I hate when these company's bills always seem to have additional charges , vague explanations or errors....

try doing business with MLB.com sometime... bought there MLB package and the service has been terrible. Games freeze up / service not available at the most inopportune times! How would you like to pay $12 for a movie and the threater turn the lights on 2 minutes before the ending saying the projector froze.... and say "not thier problem" sorry... now get out! MLB.com sucks...

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