Things that don’t fucking matter…
TL;DR - Skip to paragraph 4
So far in the last year, I’ve had run-ins with 3 large companies. Most recently Verizon, Comcast (who hasn’t?) and Autozone. Autozone may or may not count, it was local and the employee was a complete idiot. I think I would have had better luck had I gotten a different employee the two times I had issues.
To keep it short, as the Comcast write up would take too long, I’ll briefly touch on Verizon.
I switched from Verizon to T-Mobile on January 6th. I was tired of paying ~$90/month for 200 minutes, unlimited text and 2gb of data. Going to T-Mobile, I’ve now got 100 minutes, unlimited text and 5gb of data for $30/month. $30 fucking bucks. If you live in Champaign and spend more than 75% of your time in the city (or don’t ever travel rurally often), you should switch. T-Mobile LTE speeds also smoke every competitor in town. Plus their CEO has huge balls and I admire him for that.
Right now I’ve asked Verizon on 3 separate occasions to send me a final bill. Showing my disconnect date and the amount I owed. I have yet to receive this. Either I don’t completely understand my billing or I’m getting gouged for extra money. However, I’ve yet to find anyone who has told me the information I’m looking for. As if they’re hiding it. Customer service reps on the phone told me “you’ll be able to see it in the bill”. I don’t.
So where the issue lies here and what ties back to the subject is “Things that don’t fucking matter…”. We’re currently in an environment where customers don’t fucking matter. Because there is always more customers. Once you get past a certain customer base, it’s become hard to alienate them, unless you suck really bad at business or someone comes along and does you better.
Going back to a very similar time when I spent over 10 hours on the phone, email and in person with Comcast reps to fix a problem that they caused. Currently there is no, none, zero, nada, zilch recourse for any customer that actually means a fuck. Can I complain to the better business bureau? Yes… Will it affect anything. No. Can I write on their Facebook wall. Yes. Will they delete it or hide it from the world? Yes. Could they give me $30 back for my time? Possibly. Yay… $30.
Unfortunately, right now in our time, the customer is the loser. I’m not saying there aren’t any good experiences out there and good company’s, because I’ve dealt with many of those too and I try my best to sing their praises when they treat me well or run their business well. But what happens when I get fucked? Get some money back. Not usually. Get paid for my time that I could have spent doing something I enjoy, rather than dealing with a business that has fucked business processes? Nope.
Someday I hope this changes. Customer support isn’t something optional your company just “provides”. It’s a huge part of what makes your company.