Comments on: What Happened to Customer Service?

By: Shana

Shana — Sat, 23 Jan 2010 00:11:42 +0000

Wow, Kristan. I can’t imagine what your mom must have thought of that suggestion!

Mary M, THE MAKING OF A DUCHESS will be out in June and THE MAKING OF A GENTLEMAN will be out in October.

By: Mary M

Mary M — Fri, 22 Jan 2010 23:37:03 +0000

Shana, sorry that you had washer problems in the midst of going away for Christmas and finishing your book…not that there would be an ideal time for washer problems.

When I’ve had a problem with customer service, I’ve always found the manager and/or owner amenable to solving the problem. IMHO, your experience may be an aberration because I think employees want to keep their jobs and companies want to keep their customers more than ever during the recession.

When is your new book coming out?

By: Emily McKay

Emily McKay — Fri, 22 Jan 2010 18:07:16 +0000

About two years ago, we had a dish-washer related snafu.
It was a combination of bad costumer-service and just a bad machine. We had people come out to fix it like three times and each time it got worse. And flooded like twice.
When I called the company to complain, the woman told me that, no, this wasn’t normal, and that since I’d had the same part replaced three times (and paid for parts and installation, three times!) and it still wasn’t working. She told me if I filled out certain forms and filed a complaint, they might replace my washing machine. I did. And then waited and waited and waited. I called again. And again. And again. They kept “loosing” my paperwork. And eventually pretended that no one would have ever told my they might replace my dishwasher. And that just pissed me off.
I never expected something for nothing, but I don’t like being lied to. Eventually, I complained enough and to the right people and they made it right. But man, I was pissed off.

By: kristan higgins

kristan higgins — Fri, 22 Jan 2010 17:59:42 +0000

Not quite my story, Shana, but my mom’s…Back in the day when we kids were little, my mom had an appliance repairman who told her he’d “service” her for free if she danced on the kitchen table. He said this in front of us kids, too!

By: catslady

catslady — Fri, 22 Jan 2010 17:46:47 +0000

Shana, I think you got a lemon and should be asking for a new one. (stop laughing lol). I can remember when we bought our house 30 years ago (I have a long memory for this stuff lol) that I had to take a day off work to get my new GAS dryer (don’t even think they still make them). Well, they came with the wrong kind so that meant another appointment and another day off work. When that finally happened the guy that arrived said that we needed to hire someone because of the way it was situated. I gave up and kept the electric one (sigh). I think I have had at least 3 new ones since then. Each one lasts less time the one before. One time when the dryer stopped working I hired an electrician and all he did was plug and unplug it!!!!!! $40 bill but that was 20 years ago.

By: Shana

Shana — Fri, 22 Jan 2010 14:45:07 +0000

Laura, thanks for being worried about me! I had revisions due January 15, so Robyn and Kate took my December days. But I’m back now!

Oh, and my washer is broken again. The service guy is coming back tomorrow.

By: Catherine Kean

Catherine Kean — Fri, 22 Jan 2010 14:44:26 +0000

Shana, what a nightmare! I don’t know what it is about appliances these days, but they don’t last like they used to. I, too, have had problems with a washing machine that’s relatively new. I’ve been lucky, though, that so far, my experiences with the customer service folks have been good.

By: Margo Maguire

Margo Maguire — Fri, 22 Jan 2010 13:36:05 +0000

What a pain, Shana! We haven’t had any service calls lately, but just in general – service is down. There are fewer clerks in every store… you can’t pay OR ask a question about the merchandise. It’s really sad.

By: Laura

Laura — Fri, 22 Jan 2010 12:21:37 +0000

The only thing I can think of at the moment is when I took my dog to the vet last week. The vet didn’t have the medication for my dog so he offered to mail it to me so I didn’t have to come back out for it (my vet is 25 miles away). I thought it was a nice gesture until I saw he billed me for shipping.

But, I totally agree that customer service has gone by the wayside. It’s ridiculous if you ask me.

Anyway, good to see you with a post Shana – was beginning to get worried.

Good luck with the washer!

By: Tonya Kappes

Tonya Kappes — Fri, 22 Jan 2010 12:20:33 +0000

Customer services? What is that????
Even when I buy the warranty, I still have a hard time getting cutstomer service….