Where’s the “Service” Gone in Customer Service?

Customer ServiceThis past weekend I purchased a new laptop for myself. I’m currently in college and desperately needed an upgrade. After I got my new toy home, I went through the rigorous process of transferring all of the saved info from my old PC over to the new one. As I came across my Internet security program, I realized that I had not only forgotten my password, but I also forgot the e-mail address I used when I purchased the program. I know, smooth move right?

Anyway, I decided that I had better call the company and have someone help me out over the phone. Now, this should not have been a difficult process, but unfortunately it was like trying to teach chess to a four-year-old who speaks a different language. I searched and searched their website, trying to find a phone number that I could call. The only thing I could find was tiny (very tiny) print in the lower right corner that said “contact us.” After clicking on it, there was still no phone number! There was simply a chat now feature, which meant that I had to talk to a computer (no joke) and an e-mail address.

This was not the first time that I have come across this particular kind of, “we want to help, but please don’t call us!” service. For some reason it’s been catching on and I just don’t get it. Maybe it’s because the company I work for prides itself on always having a person answer the phone when a customer calls, or maybe I’m just being too impatient. I mean, I guess I could have e-mailed them, but I just figured that since I gave them my hard earned money, the least they could do would be to pick up a phone. You’ll be happy to know that I was able to find a phone number, but it was only after I spent the required ten or fifteen minutes speaking with “Mark” the computer. Once he couldn’t help, I guess they just had no other choice.

I didn’t mean for that to sound like a rant. Of course, this is just my opinion. But, I am curious if you yourself have ever run into this. Did it make you frustrated? Were you alone in your home screaming at an inanimate object, like myself? If so, leave a comment below. I’m interested in hearing what you think!

2 Comments on “Where’s the “Service” Gone in Customer Service?

  1. 100% agree that this is very frustrating! I’ve had this happen numerous times. I always feel like the company purposely makes it difficult to get a phone#, this way any upset customers might simply give up and not call to make complaints or that the customer will figure something out on the their own. This is terrible customer service and very upsetting when you’re paying that company for a service or product. Nice Blog!


  2. Absolutely true Scott! Good service is the key to happy customers which also lead to repeat business and referrals. We make sure that we provide outstanding service to every customer each time we connect with them regardless of whether that is on the phone, in person or through email.


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