In part one I introduced my horrible experience with a major computer company while buying a laptop from them. After spending almost an hour on the phone with them and getting transferred multiple times, they finally managed to hang up on me before I could get any answers as to why they canceled my order for no reason.
When I finally calmed down (a little) and decided to go through the whole process again I knew it was going to test my nerves. I checked my order status again on their website, and it was still “Canceled”, but this time I had another order under my account for a different laptop. I’m assuming that they did this because they canceled my other order, but the laptop they ordered for me was actually a cheaper one that didn’t have all the features I wanted! Worse of all, the charge went on my credit card with the first one! So I had an amount equivalent to two laptop purchases being held on my credit card because they canceled my order for some reason that no one could tell me. This is just classic.
I proceeded to call the same number again, and the rep explained to me that I had made a small business order (which again I didn’t) and that I’d have to be transferred. Upon getting to the next rep, they again told me that they didn’t know why it was canceled, and that now they didn’t know what the new order was. I couldn’t believe it. Instead of getting transferred again (since they hung up on me last time), I just told them to cancel both orders, right now. After the orders were canceled I asked them to remove the two holds they had on my credit card. I was promptly told (again) “that’s not our department, we don’t have access to that information.” I would have to be transferred to a different area…again! After waiting for another 15 minutes I finally got someone on the line and they told me that they can’t release the hold because they don’t have access to do that, but that it will go away after 7 days. Unbelievable. At that point I was tired of arguing and I just hung up.
I seriously hope that none of you have ever had an experience this bad. To this day it’s still by far the worse experience I’ve ever had with any company. When you’re starting your business, keep in mind the customer’s point of view. Customer’s don’t care what department you work for, they don’t know what access you have or don’t have. They have a problem and they need an answer. From the customer’s view, you are one company, not a department within a company. Also, make sure you have systems in place that work. Don’t cancel their orders at random, and at least if you do, have a way to find out why it happened. Once you get to that step, make sure your customer service reps have access to all this great information, as they’re the ones that actually need it. Some of these things sound trivial like it’s just plain common sense, and you’re right they are. The fact that we have major companies (and small ones too) that miss this is ridiculous. Don’t be one of them. Having great customer service can set you apart in today’s marketplace. With the growing pressure to cut costs, front-line support is always one of the first. Understand that your front-line customer service support is the face of your company. Make sure it’s a face people aren’t disgusted with.
February 17th, 2008 at 11:27 am
I kind of figured it was Dell. I am in the Contact Center industry and what you described is exactly how it goes down everyday. Agents don’t get the information they need when they need it and supervisors dodge calls like the plague. Fortunately I am not part of the phone bank. I run the Workforce Management and Scheduling of banking center but I hear the frustrations of customers all around me all day everyday.
I hope they release the hold on your card if not be sure to call your card and report it. Good Luck