[PLUG-TALK] Why unsubscribing from ecommerce messages take so long?
Rich Shepard
rshepard at appl-ecosys.com
Sat Mar 23 19:39:31 UTC 2024
On Sat, 23 Mar 2024, Ted Mittelstaedt wrote:
> Whatever happened to the old standby:
>
> "customer dissatisfaction with website shenanigans = customer not using site
> anymore"
>
> That has effected more change in retailers behavior than anything else in
> history
Ted,
Try telephoning customer service for companies like Home Depot (I tried
calling to check on a refund I hadn't received.) The computer first asks if
you're over 50 years old because they have a special offer for you. Doesn't
matter if you press 1 (yes) or 2 (no) because you have to listen to the long
spiel on whyI should by my medic alert doohickie from them and pay to have
them monitor it (is Home Depot now in the health business?). Then, no matter
what option you select from their menu you get stuck in that same sales
pitch.
After three hangups and recalls I called the local store, explained to the
customer service staffer who answered what happened when I called the 800
number she had given me when I checked in the store for my refund (which she
couldn't do from her terminal.) She asked me to wait; took about 3 minutes
but she contacted an actual carbon-based customer service person at HD
headquarters and the refund was sent to PayPal that day. The next day PayPal
send an email message that they forwarded it to my checking account.
For too many large companies 'customer service' is aspirational, not
operational. It's a wide-spread disease.
Rich
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