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Why has the Customer Service gone to shit?


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My Utilities supplier, who was previously very good at customer service appears to have gone to shit. I couldn't get through on Friday so I emailed them. They haven't got back to me yet so I am calling them up again, but they haven't answered for over ten minutes.

I have two hypotheses:

1. All the staff are at home and as there is no-one to drive them they are being lazy.

2. Lots of customers are wasting time whinging about bills etc because they have no money. Coof.

Either way, I'm not happy.

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1 hour ago, deathfunk said:

My Utilities supplier, who was previously very good at customer service appears to have gone to shit. I couldn't get through on Friday so I emailed them. They haven't got back to me yet so I am calling them up again, but they haven't answered for over ten minutes.

I have two hypotheses:

1. All the staff are at home and as there is no-one to drive them they are being lazy.

2. Lots of customers are wasting time whinging about bills etc because they have no money. Coof.

Either way, I'm not happy.

They don't want to offer customer service, but the customers keep demanding it of them.  Frankly, business would be far easier without all the customers demanding service.

Covid has offered an excuse where they don't have to offer good customer service.  Because we're all suffering because of covid and your understanding is appreciated.

I'm surprised it took them this long.

Edited by dgul
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So which is it? I'm a mentally ill binary thinker so I'll only accept one of two answers*:

1. Same staff, but working from home and flaking out

2. Increased calls due to Coof poverty.

I'm surprised we don't have any call centre experts on here.

*Feel free to enlighten me if there is a third.

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22 minutes ago, dgul said:

They don't want to offer customer service, but the customers keep demanding it of them.  Frankly, business would be far easier without all the customers demanding service.

Covid has offered an excuse where they don't have to offer good customer service.  Because we're all suffering at because of covid and your understanding is appreciated.

I'm surprised it took them this long.

Yip.

All they want is your money.

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43 minutes ago, deathfunk said:

So which is it? I'm a mentally ill binary thinker so I'll only accept one of two answers*:

1. Same staff, but working from home and flaking out

2. Increased calls due to Coof poverty.

I'm surprised we don't have any call centre experts on here.

*Feel free to enlighten me if there is a third.

Did you know as have an app where you can ask us questions? Just go to :

fuckoffwedontwanttopaypeopletomanphones.co.uk/pleasejustputupwithit

Edited by Carl Fimble
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Not seeing much evidence that things are genuinely "unprecedented" with most retailers and businesses. Google Trends is again very useful to cut through the marketing shite. Obviously not 100% accurate but something doesn't add up here.... Here are some examples, you would think there would be a huge spike in March 2020, but there isn't.

https://trends.google.co.uk/trends/explore?date=today 5-y&geo=GB&q=%2Fm%2F03gvmw7

https://trends.google.co.uk/trends/explore?date=today 5-y&geo=GB&q=argos

https://trends.google.co.uk/trends/explore?date=today 5-y&geo=GB&q=amazon.co.uk

 

There are some where it at least seems to be true though:

https://trends.google.co.uk/trends/explore?date=today 5-y&geo=GB&q=screwfix

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Well my customer service has gone to shit as the VPN my employer wants us to use to log in often makes interacting with the remote PC like using a 14400 dial-up connection. 

Edit to add: someone in London called me over teams on Friday. Unfortunately my remote PC has no audio so I had no idea, and would not have been able to converse even if I had answered. 

Edited by The Generation Game
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20 minutes ago, TheBlueCat said:

Who will then explain how it’s the Joos to blame.

Try making an argument, maybe you'll do better than this girl :

https://worldtruthvideos.org/watch/jewess-v-national-socialist_D6Ul2zdIPwb2w4v.html

 

Alternatively, if you're unable, just continue with your snidey comments like a little blue pussy. 

 

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What really grinds my gears is when you search the vendor's useless website for hours and can't find what you want because the pages are in a long loop referencing each other and no actual info, so finally you give in and phone them, and have to sit in a queue listening to a voice saying you wouldn't have to sit in this queue if you just had the brains to get it yourself from our website "which is double-ewe double-ewe double-ewe, bollocks-company dot com, forward slash..."

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32 minutes ago, RJT1979 said:

The Auschwitz call centre 

Don't even joke... you know that some "shrewd" "businessman" somewhere is going to be like hey you know what that's not a bad idea, nice EU central location, go into partnership with the museum, all those huts and things ready-built

And we could have our logo above the gate

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1 hour ago, Funn3r said:

What really grinds my gears is when you search the vendor's useless website for hours and can't find what you want because the pages are in a long loop referencing each other and no actual info, so finally you give in and phone them, and have to sit in a queue listening to a voice saying you wouldn't have to sit in this queue if you just had the brains to get it yourself from our website "which is double-ewe double-ewe double-ewe, bollocks-company dot com, forward slash..."

It's good when you're internet goes down and you call your ISP for information.

"Have you visited our website etc?"

Talk about rubbing your nose in it.:Old:

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3 hours ago, Carl Fimble said:

Did you know as have an app where you can ask us questions? Just go to :

fuckoffwedontwanttopaypeopletomanphones.co.uk/pleasejustputupwithit

I went to login to my Virgin Credit Card online the other day. Shit you not...even got rid of that, an online portal! You now have to download an App from the Google Playstore to manage your account. Not got a smart phone? Tough. Ofcourse no phone support to speak of either. App is buggy as hell and crashes all the time. Sometimes just freezes altogether. I went onto TrustPilot to see if anyone else was as gobsmacked as me, and yes, they were. 

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5 minutes ago, SillyBilly said:

I went to login to my Virgin Credit Card online the other day. Shit you not...even got rid of that, an online portal! You now have to download an App from the Google Playstore to manage your account. Not got a smart phone? Tough. Ofcourse no phone support to speak of either. App is buggy as hell and crashes all the time. Sometimes just freezes altogether. I went onto TrustPilot to see if anyone else was as gobsmacked as me, and yes, they were. 

Someone I know was moaning about that exact thing just the other day, and quite rightly. Closing down even online support at this time is just insane.

He had an additional problem in that he couldn't even get into the app as it asked for a credit card number, and he no longer has the card (account more or less closed, just the remaining balance to pay, I think), ended up having to search for ages to find any sort of number, eventually found one, but got a retard on the end of the line who was incapable of helping. 

Very frustrating. 

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1 minute ago, Carl Fimble said:

Someone I know was moaning about that exact thing just the other day, and quite rightly. Closing down even online support at this time is just insane.

He had an additional problem in that he couldn't even get into the app as it asked for a credit card number, and he no longer has the card (account more or less closed, just the remaining balance to pay, I think), ended up having to search for ages to find any sort of number, eventually found one, but got a retard on the end of the line who was incapable of helping. 

Very frustrating. 

Especially annoying when a lot of so-called "apps" are just a very cut-down browser talking to the mothership via http(s)

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