New blog new post ->>>>>>>> a consumer frustrated and wants real change

i am sick of being treated like poo by many many companies and organisations

i would be kinder to a stray dog, than some of these entities, which ironically have departments lurking within them, labelled customer service, help and support, and/ or customer relations etc

in this blog i hope for these entities to change their SOPs and respond in a timely and efficient manner to reasonable complaints

i live in Australia so you may need to filter, what i call a 'southern hemisphere bias'

 

Now, “company wisdom” is to farm out the complaints into endless email loops.

Or, heavens forbid, if you wish to talk to a real human being

1.    you have to rummage through many layers of obscufaction and helpful suggestions to contact them by email and/or check their FAQs to find a phone number 

2.    endure “press this button, then this button, then that button” as you navigate through the menu guided by a robotic voice

3.    wait a long long time

4.    endure repeated messages "your call is important to us, please hold....."

5.    interspersed with the most “lo fi” brain numbing elevator music - often in a very short loop

6.    you get to talk to a real human being

7.    you find out you are in the wrong department

8.    they transfer you 

9.    you get disconnected

10.you go through steps 1 - 9

11.you get disconnected

12.you go through steps 1 - 11

13.you finally get through to someone who is seemingly helpful

1.    the conversation is hampered somewhat by a number of factors –

1.    the call centre is located in a cheap 'labour hire' off shore location

2.    there is lag and interference on the VOIP connection

3.    other calls drift in and out of your connection

4.    your seemingly helpful person is in a vast room of seemingly helpful people in inadequately sound proofed booths

5.    your seemingly helpful person has trouble understanding your accent and has had little training in cultural nuances and expectations of their potential clients

6.    your seemingly helpful person clogs the conversation with platitudes "thanks so much" , "i'm so sorry" "you're welcome"

7.    your seemingly helpful person is working from a limited script

8.    your seemingly helpful person has a limited knowledge of the products and companies they represent 

9.    you go around in a circles of misunderstandings

10.you ask for the manager/supervisor

11.your call is transferred 

12.you wait a long time

13.you speak to the manager/supervisor your experience is similar with possibly less misunderstandings

14.there is a promise that your case will be escalated and you will be contacted shortly

2.    you wait a few days

3.    you receive an email stating that as they have received no further information from you your case will lapse in 48 hours

14.For some inexplicable reason you feel frustrated and start a blog called “consumerfrustrated” and think about other social media platforms

and yes this has all happened to me over the last few days!

should i name the companies??

Vincent Weafer