Worst customer service
In our package on “Extreme Customer Service, ” FSB take a look at small ventures that have gone beyond the call to keep their clients happy. What companies have underwhelmed you with their customer service? Share your horror stories here.
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DiggTracfone
Bought a Tracfone to take on a vacation. It worked for a couple of days and then I couldn’t get the battery to charge. When I came home from vacation I called Tracfone and asked them to send me a new battery as mine did not hold a charge. They told me they had a problem with the battery and that the phone itself was not longer being offered. They would send me a new phone to replace the original one. They also included an envelope to send the old phone back. Upon receiving the new phone, I immediately returned the old phone and put the new phone on the charger. When I went to use the new phone I realized it was the same model of the one I had just returned. And to my dismay this one also wasn’t holding a charge. I spent 20 hours on the phone with Tracfone trying to get the whole thing resolved. What little I could read of the error message on the phone it stated that I did not have an approved service. What does that mean?
The punch line was when the man told me that I should take the phone in my car and call him when I was able to get two bars…. Well, that might be possible if you would get me a new working battery and activate my phone.
These people that the worst customer service I have dealt with in the last couple of years.
The last thing that was really upsetting was that every other sentence was “I am sorry”. I didn’t want sorry after 2 hours let alone for the 5 more times I called and a total of 20 hours.
I have spoken to many people that love their Tracfone, but God help you if you need service as you talk to a bunch of idiots.
My mortgage is with Wells Fargo and when I made Decembers payment they put the entire payment in to escrow never crediting it to my account. I made January’s payment and now that I opened February’s statement my house payment doubled. I called to queation what was going on and they informed me that they never recived December’s payment. I checked with my bank and the check was cashed. So I called Well’s back and found out it was put in to escorw with no explantion as to why that was done and no apolgies or offer to credit it to my mortgage. I had to ask and then got a lecture on it is my responcibility to make sure all my payments are credited correctly. I asked how soon they could get the situation straightend out and then asked them to over night me any paper work that goes with it so I can have for my files. I seriously doubt that Wells Fargo has the ability to give customer service on a professional level. I’m now looking for a new bank to move my mortgage to so I do not have to deal with the incompentance of Well’s Fargo
Wachcovia Bank Online Banking Customer service. The dates showing for delivery of a bill payments are a front to keep customers. The truth is Customer service tells you after the fact that you would be better writing checks the old fashioned way. The bill pay system at this bank is not dependable. This from three reps. and 3 supervisors. My payment took 5 extra days. Sure am happy it was mailed early. The customer service reps all talk down to you and deny you any course of action. They refuse to assist you and when you get a Supervisor it’s not any better.
In May of this year I began a purchase of a Lenovo Thinkpad T61p.
You would think that buying a new top of the line laptop would be straightforward and fun.
It’s been anything but.
After waiting 3 months I finally spent a morning dancing thru Lenovo’s snarlmail, being transfered from one clueless customer service rep to another. In the end, after numerous conflicting stories they admit they have lost the order. That the item I placed the order for wasn’t available at the moment (due to them filling other’s orders which were placed AFTER mine.)
Eventually I ended up with a BBB complaint and this finally got their attention. They agreed to process the order.
Another month goes by and the machine shows up - DEFECTIVE. I contacted them immediately and sent photographic proof of the defects. They agreed to ‘inspect’ it under the next day warranty. 7 more days go by before they pick it up - their carrier, their account, their label and their schedule. 2 more days go by and I get an email that it’s been damaged in transit and that they required I pay for the repairs.
This went on for several more weeks until I finally gave up and filed a dispute with the credit company.
Searching the net & forums this horrible customer service and poor quality is the new SOP for Lenovo ever since IBM sold it to Communist China.
More than 5 months of my time wasted with nothing to show for it.
Then I bought a HP. Good transaction, excellent quality, very nice and helpful customer service and quick delivery too.
Avalon Autumn Woods is located in the Fairlakes area which is what drew me to it in the first place. What initially drew me to this community was the low rent ($900-1000 for one bedroom) and slightly spacious apartments.
They showed me a model apartment and promised a similar apartment. When I moved in, I realized their bait-and-switch tactics. I found my apartment was completely crappy- appliances were rusted, nails coming out of various places, closets were jammed, counter-tops were badly scratched etc. Now this not a cheap place (the current rent is $1100/month and new rent is $1300/month).
These guys have a so-called move-in guarantee which means that if you don’t like the apartment you can move out in 30 days. They also (supposedly) have a repair guarantee to fix problems in one day (yeah right !!). I spoke to the manager and was told not to move out. She promised that ALL issues will be fixed asap. I trusted the manager but nothing happened for months despite reminders and repeated promises.
When I approached the community management again, the original manager had been transferred to another community. The new temporary manager promised to help me but again, NOTHING HAPPENED. A couple of months later, a new manager came in. When I approached him, I was told that my move-in checklist had mysteriously disappeared. Fortunately I had maintained a copy. I approached the corporate office. Now I was told that Avalon software was changed and previous records had been lost. Is that really a resident’s problem ? I don’t think so. They refused to try to make up for all the trouble I had been through and almost a YEAR after I had moved in, they finally fixed the problems.
Soon, my dishwasher was leaving plates greasy, the water heater dispensed cold water and I could feel the nails below the carpet; and I had to deal with this nonsense all over again. But let me share some positives-
1. I never need to set the alarms. My neighbors wake me up (even at night)… I can sync up my schedule with my neighbors since I can hear them talking, taking shower and walking on the creaking floorboards.
2. If you trying to give up smoking, drinking or clubbing, this is the place for you. They will fleece every last penny from you and you will spend so much time trying to resolve customer service problems that you won’t have time for anything else.
Recently Avalon Autumn Woods started renovating the community and I (and other residents) had to endure continuous loud noises/banging for a couple of months (the noise still continues). When I approached the community manager, I was told I could sit by the pool or in the clubhouse. Am I paying the rent to sit by the pool ? I WANT TO STAY IN MY APARTMENT. Again, I approached the corporate office. Believe it or not, they told me that the Avalon Autumn Woods rents take into account the inconveniences and noise residents will have to face. huh ?? What is that supposed to mean ? I was unable to use my apartment for most of the day for a couple of months and they shamelessly tell me that it’s okay and factored into the rent (I have emails to prove this). When I asked them to tell me where this was written in the lease agreement, they had no answer.
If all this was not enough, customer loyalty does not matter. Avalon is renovating some apartments and have been asking residents to either move out to other communities or other renovated apartments within the same community with 20-30% higher rents !
Avalon management severely restricts and controls access to their supervisors and senior management. Normally (at other complexes), if a customer has a problem and the manager has not been able to resolve it, the customer can approach a supervisor. Avalon only allowed me to approach a certain level of management. After that I was told I cannot speak to anyone else (because she would not allow it). HUH ?
They were callous and shameless enough to tell me to feel free to pursue other external alternatives (e.g. legal alternatives, better business bureau, virginia attorney general). Now you see what I mean ? When I looked up the apartment review sites, I found that many other felt the same way.
Avalon Bay Communities have almost non-existent customer service and Autumn Woods is one of the worst examples. There is way too much aggravation staying in Avalon Autumn Woods.
Bank of America Credit Card customer service ervice is the worst in the country. If a customer spots a fraudulent charge, the customer has to write it up and mail it in. Bank of America Credit Card customer service refuses to accept a report of this fraud on-line or even over the phone. Therefore it takes weeks for them to process and investigate a fraudulent charge complaint.
When I brought this to the attention of Bank of America management, I received a letter that said that I could call and report the charge - but this is not true - the Credit Card customer service department will not accept such a report over the phone or on-line. I was told that this is Bank of America “policy”. Perhaps next time I will call the individual in management who replied to me and try to make him personally take the report.
I have a “platinum” Bank of America credit card and this is an example of the terrible customer service I receive.
Microsoft Tech Support in India.
Verizon. (Need I say more?) This company provides the very worst in customer service. Long hold times. Dropped calls. SEVEN missed appointments in a row. Consistently messed up billing. For an internet problem, they even told me, “We are not the phone company.” Every customer service rep tells a different story to the same issue. Verizon has no follow through on service issues.
Verizon = Frustration
On September 25, 2007, we purchased our 4th auto from Lithia Motors, Inc. Chevrolet of Boise. We understood at the time of purchase, Lithia would cease to own said dealership two days later. We were assured by 2 people that if we had any problems, we could take the car to Chevrolet of Caldwell (another Lithia Motors dealership). After driving the car for about 200 miles, we took it to the Caldwell dealership to have them look at the car. It was vibrating funny at 50 mph. We were told that the car had 2 different wheel sizes. The driver side had 17” wheels and the other side 16” wheels. The sticker specifically states that this car should have 17 inch wheels.
Chevrolet of Caldwell refused to fix this error. We were told by the service manager that the tires were not under warranty. After explaining to the man that this car was sold to us by Lithia with the wrong equipment, we were accused of switching the tires ourselves (or that the new owner of Chevrolet of Boise, Peterson Motor Company, had done so).
We contacted Lithia’s corporate headquarters and were told ‘not our fault – not our problem’. No one tried to resolve this for us or even offer to try to find out how this happened. They just kept telling us “Not Lithia’s fault and not Lithia’s problem.” We didn’t ask for anything other than the repair to our vehicle.
We also contact Chevy, who would only ‘take our complaint’. No body seems to want to take responsibility!!
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General Motors
They didn’t have time to respond to an eight page letter after I bought one of their cargo vans. I’ll never own another GM vehicle