InKnowVision Blog

The Saga Continues (Continued)

July 15th, 2008

So after my nightmare experience with the big phone company and their horrid web site and the order confirmation that thanked me for buying something I had not bought, the right product (an air card) did arrive. And it actually worked just fine. Had I been too quick to judge? Was I too harsh about the lack of user friendliness in the “order to fulfillment” process chain? Did I need to offer an apology? After all, I did get the right items.

Well, two days ago, I received an e-mail that thanked me for my order and said that a text message would be sent to my new phone with my temporary password so that I could view my account usage online. Now as far as I know, there is no way my air card can receive a text, nor is there any way I can view that message since, well, it’s an air card. It is impossible for me to believe that the incompetence can compound at this rate. But it seems to in spite of what I think.

By the way, my bank finally did call back. Three different people called back, none of which knew that someone else had fixed the problem. No wonder it took them so long to get back to me. They were all making unnecessary calls to customers who no longer had problems.

Customer contact is EVERYTHING. EVERYTHING.

Entry Filed under: Customer Service