Is your customer experience this bad?!?!

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Hey Warriors,

It's been a few years since I've been around. I even had to change my login because I couldn't remember what my old one was or even what email I used. I've been thinking about coming back for a while and something happened today and I thought coming to share this would be a good excuse to come back.

Today was the culmination of a four month long bad customer experience for me. I had signed up for a monthly continuity program by someone that used to be a big name in IM. I haven't really been following what other people have been doing lately, so I can't say how true that still is. Anyway, I tried it and really wasn't impressed. I had some problems with delivery in the beginning and that didn't help, but I really thought the product wasn't up to stuff either. So I cancelled.

"Oh sure no problem. We'll take care of that for you." Except sure enough next month I was billed again. So I emailed again. "Oh so sorry about that, we'll refund your money and get that fixed." OK I got refund, no big deal. Then I get really busy for a couple months and wasn't looking at my billing statement on my credit card. When I finally did look at, I found out I was still getting billed for the last two months. Email again. Again, "We're so sorry." Refund money. "This will never happen again." Blah Blah Blah.

We'll see if it's actually fixed, but then today I get an email, because I'm still on their list, offering the same product but with a way better (like 10x better) sign up bonus. I'm not going to sign up because I don't like the product and I don't want to go through the hassle of trying to cancel again, but now I'm pissed because I could have gotten a way better free bonus if I had waited.

And I sort of had two realizations from this:

First, why would ever buy premium business training from a company that was so clearly incapable of handling their own business? Bad product fulfillment. Bad payment system management. And IMO bad marketing system.

Second, it really hit home for me just how important customer experience can be to your bottom line. One epic fail customer experience was enough to ensure I never even looked at an email coming from a company that I'd spent a lot of money over the years.

Anyway, thought I'd share. Anyone else have some absolutely horrible customer experience stories to inspire us all to make sure that our own customers never go through that?
#bad #customer #experience
  • Profile picture of the author shaunybb
    Hey there


    Sorry to hear about your bad experience!


    In my business customer service is my top priority


    110% always!


    I have had some bad luck with buysellads some time ago....took months to sort out
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  • I have had a couple "bad" customers.. And yes, have had poor customer experience too. Wasted about 40 hours to resolve something (it was for physical merchandise they were supposed to fix - but instead screwed up some other stuff). I'm dealing with it more out of principle than anything.

    Some 'companies' keep doing the recurring billing because they hope you won't notice. And they don't actually cancel it, just "say" they will. If they still don't cancel it - you can do one of two things. Contact your credit card company, show them proof you requested it to be cancelled, and they'll take care of it. Second - ask for a new credit card number. Previous billing information will no longer be billed to your credit card.

    Hope that helps.
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    • Profile picture of the author SteveJohnson
      Originally Posted by InternetSuccess001 View Post

      I have had a couple "bad" customers.. And yes, have had poor customer experience too. Wasted about 40 hours to resolve something (it was for physical merchandise they were supposed to fix - but instead screwed up some other stuff). I'm dealing with it more out of principle than anything.

      Some 'companies' keep doing the recurring billing because they hope you won't notice. And they don't actually cancel it, just "say" they will. If they still don't cancel it - you can do one of two things. Contact your credit card company, show them proof you requested it to be cancelled, and they'll take care of it. Second - ask for a new credit card number. Previous billing information will no longer be billed to your credit card.

      Hope that helps.
      Unfortunately, not always true. Microsoft Live is notorious for pushing old credit card info back to the bank when it is declined. Key Bank will honor the push, I've heard of others that do also.
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  • Profile picture of the author JustAnotherIMer
    LOL InternetSuccess001, you know I'm a firm believer in firing bad customers. I'd be willing to consider the argument that I may have fallen into that category. Of course, I was trying really hard not to be a customer at all, so I don't know if that counts.

    You know, I really never thought about it being a scam, because when people do what you suggest it can affect people's merchant accounts so I kind of just figured nobody in their right mind would be willing to risk their business for that. However, what's funny is that I threatened to report it as fraud if it happened again, so who knows maybe your right.

    Shaunybb, I've never used buysellads, but good to know. I agree with you about customer service being the top priority. Personally, I refer to my above comment to InternetSuccess001. I'd rather fire bad customers, give them a refund if necessary so they'll go away. Let the people that don't want to be there go so you can focus all your energy on the people that do.
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  • Yeah. I had (unfrotunately) one idiot that caused some problems - hindsight is 20/20... but unfortunately did some damage that still has a bit of an effect.

    But as for a poor customer experience - been having those too... Unfortunately it seems some "big" companies start to get full of themselves - have a product/service that is very in demand - so - just don't care... because they can always sell to someone else.
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  • Profile picture of the author Sam Son
    cUSTOMER CARING IS MOST IMPORTANCE TO develop our business......
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  • Profile picture of the author tagiscom
    Originally Posted by Sam Son View Post

    cUSTOMER CARING IS MOST IMPORTANCE TO develop our business......

    oK!



    Originally Posted by shaunybb View Post

    Hey there


    Sorry to hear about your bad experience!


    In my business customer service is my top priority


    100% always!


    I have had some bad luck with buysellads some time ago....took months to sort out
    There you go, danm newbies!
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