Comments on: I’m a Sucker for Crappy Customer Service

By: JGibbard

JGibbard — Mon, 14 Jun 2010 20:42:04 +0000

I like you share this same addiction. The only thing I like more is calling it out. I've called out Amtrak, Facebook for Fan Page issues and most recently US Airways…the topic of todays blog post: US Airways, a Living Social Media Case Study – http://ow.ly/17JoqN

I want to figure out how we can get their attention. AT&T has been a trending topic since nearly the birth of Twitter yet they are doing virtually nothing because they have the exclusivity with Apple for the iPhone…BUNK I SAY!

Keep calling them out Erika, this post is what's known in my world as: The Good Sh*t!

By: The Redhead

The Redhead — Mon, 14 Jun 2010 02:16:49 +0000

I can't agree more…thanks for stopping by! And you're right – the behemoths would be even more commanding in their space if they upped their customer service game.

By: Suzy

Suzy — Mon, 14 Jun 2010 00:33:37 +0000

A Huge Thank You for putting words to my frustration with what I refer to as a Goliath company. Their customer service or lack of it “sucks” simply because it can. It's a classic example of how “Past performance predicts future behavior” Why should they change? This works for them.
As for me, it's Walmart. I don't know how many times I've sworn to never walk through those doors again.
It's almost like their mocking us because they know they've got us by the short-n-curlies.

By: AngelKelly

AngelKelly — Thu, 10 Jun 2010 10:28:33 +0000

I'm a sucker for a real human being providing service, who treats me like a real human being. I spent 90 minutes on the phone with AT &T tonight after realizing I had a couple phone bills in the few hundred dollar range. I'm happy to say Josh Lambarto or what ever his exact name was was a total sweet heart & fixed everythinng & even sent me off with 1000 new roll over minutes as a cushion (I had burn through mine slowly over a couple of months which had kept me from realizing i needed a plan with more minutes) and I have had a preliminary conv. with my boss, she needs to kick in $$on the plan upgrade, since most of those calls are for work…anyway…..that's me…trying to be available & privide good customer service….thanks!

By: The Redhead

The Redhead — Fri, 04 Jun 2010 01:41:45 +0000

Pleasure to be here. (Hi, Erika)

By: Erroin Martin

Erroin Martin — Thu, 03 Jun 2010 23:20:33 +0000

Welcome to the new twelve step program Erika! We've been waiting for you!

By: alexwhalley

alexwhalley — Tue, 01 Jun 2010 04:19:55 +0000

I have an iPhone that I call an ipod touch with no phone features! Work Dagnabbit!!! It drives me insane and I could not live without it. I love my iPhone! I think perhaps I may be with you in the 'sucker for technology that doesn't work' boat.

I'm also a sucker for a redhead!

By: Mike Stenger

Mike Stenger — Fri, 28 May 2010 21:35:58 +0000

Yes, I love “good service”. Ok, that was a horrible LOL

By: Melinda Caroline

Melinda Caroline — Fri, 28 May 2010 00:58:17 +0000

I actually used to do CS work for AT&T… or rather, for AT&T via an outsourcer who shall remain nameless. Granted, it wasn't for their wireless division, so I can't speak for that part of the business, nor do I even know if those folks are in-house or outsourced. But I will say this: It was, in fact, hell. Part of that was the customers, because it seems that a lot of people will say and do just about any old rude thing when they can't see your face. But part of it was AT&T, who did not seem to be willing or able to keep their reps informed or empowered to actually help the customers. At any given time, there was a general policy about how to handle CS requests, and you really had very little choice about what to do outside of that policy. It was pretty good when the policy was to trust the customer and give them what they needed. But when policy changed to “push back on more or less everything,” it became a pretty crappy job. Nobody was happy– not the customers, not the reps, and I'd bet AT&T's bottom line wasn't any the better for it, either. Seems they've learned little to nothing in the decade or more since I extricated myself from that situation….

By: The Redhead

The Redhead — Fri, 28 May 2010 00:27:52 +0000

Seriously – why would anyone work for AT&T in customer service? I'm sure there's a sign in the call center that says “Welcome to the Thunderdome.”