MSN Money/Zogby Poll- Customer Service Hall of Shame...
MSN-Money and Zogby teamed up to do a poll of which companies (not just wireless carriers, but ANY company) were the most despised in the field of customer service.
Perhaps not surprisingly, three of the 'Bottom 10' of the 400 companies nominated by respondess were in the wireless field, and Verizon was one of those. âšī¸
But guess who was the worst of the worst? Yup... Sprint. đŗ
Here's the Bottom 10, ranked by the percentage of respondees ranking their customer service as 'Poor':
#1 Sprint 40%
#2 Bank of America 30%
#3 Comcast 30%
#4 Time-Warner cable 29%
#5 ATT 26%
#6 Citibank 24%
#7 Wal-Mart 23%
#8 Verizon 22%
#9 Wells Fargo 21%
#10 DirecTV 20%
One quote from the article:
"Sprint has the type of customer se ...
(continues)
Perhaps not surprisingly, three of the 'Bottom 10' of the 400 companies nominated by respondess were in the wireless field, and Verizon was one of those. âšī¸
But guess who was the worst of the worst? Yup... Sprint. đŗ
Here's the Bottom 10, ranked by the percentage of respondees ranking their customer service as 'Poor':
#1 Sprint 40%
#2 Bank of America 30%
#3 Comcast 30%
#4 Time-Warner cable 29%
#5 ATT 26%
#6 Citibank 24%
#7 Wal-Mart 23%
#8 Verizon 22%
#9 Wells Fargo 21%
#10 DirecTV 20%
One quote from the article:
"Sprint has the type of customer se ...
(continues)
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seems to me like cell industry as a whole is pretty bad... sprint is bad but at$t and verizon aren't that much better.
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You are correct. All wireless carriers have a long way to go when it comes to customer service.
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It's an industry where we lie to the customer about the price of the phone to get them to sign up and when they need one in the middle of the contract, THEN we tell them.
Let's see what else. We force customers to sign contracts even if they already have a phone or are willing to pay full price or else they have to go to Prepaid.
We have ridiculous overages that can cause a customer's bill to easily go over a thousand. We don't let the customer know this is happening. I mean a nice text message telling the customer their minutes are low would be nice but then the companies wouldn't make as much money so they don't do it. Nice eh?
Let's see what else. We force customers to sign contracts even if they already have a phone or are willing to pay full price or else they have to go to Prepaid.
We have ridiculous overages that can cause a customer's bill to easily go over a thousand. We don't let the customer know this is happening. I mean a nice text message telling the customer their minutes are low would be nice but then the companies wouldn't make as much money so they don't do it. Nice eh?
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sangyup81 said:
It's an industry where we lie to the customer about the price of the phone to get them to sign up and when they need one in the middle of the contract, THEN we tell them.
Let's see what else. We force customers to sign contracts even if they already have a phone or are willing to pay full price or else they have to go to Prepaid.
We have ridiculous overages that can cause a customer's bill to easily go over a thousand. We don't let the customer know this is happening. I mean a nice text message telling the customer their minutes are low would be nice but then the companies wouldn't make as much money so they don't do it. Nice eh?
All great points. It's really not surprising that t...
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My take is the general public thinks billing for a service is all black and white. People need to take some personal responsibility for what they sign. If its too complex, don't sign the agreement. Customer ignorance feeds a lot of those answers, I'm sure.
Like the guy that swears I told him he could call Italy for free...what I told him was if he was using a calling card, there would be no long distance charges, just that he'd be using his minutes...somehow he translated that into "free calls to Italy"...
Like the guy that swears I told him he could call Italy for free...what I told him was if he was using a calling card, there would be no long distance charges, just that he'd be using his minutes...somehow he translated that into "free calls to Italy"...
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Granted, some customers are and always will be dumbasses. Doesn't really change the fact that the wireless industry's rep is in the gutter, and has been for a long time now.
Let's face it, used car salesmen and politicians are very bad people to be seen as being at the same level as. đŗ
If part of the problem is that customers have a hard time understanding contracts, then obviously contract language should be simplified, and the contracts themselves should be as brief and to the point as possible. Stuff that's written 'by lawyers for lawyers' will put any reasonable person to sleep or make them go, "Huh??". âšī¸
Let's face it, used car salesmen and politicians are very bad people to be seen as being at the same level as. đŗ
If part of the problem is that customers have a hard time understanding contracts, then obviously contract language should be simplified, and the contracts themselves should be as brief and to the point as possible. Stuff that's written 'by lawyers for lawyers' will put any reasonable person to sleep or make them go, "Huh??". âšī¸
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I actually work in a department(VZW) where we do attempt to contact customers before their bill cycles. We send thousands of txt messages every day warning our customers that they may get hit with overage. We give them the opportunity to call in and change their plan to avoid overage. Other carriers may not employ this but that is just what seperates VZW from the others.
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I've had bad customer service experiences with Bank of America, Sprint, and Comcast. I got rid of Bank of America and Sprint. I paid the etf to get away from Sprint. I called Comcast to cancel, but they gave me a discount. So I decided to hang around a little longer, at least until VZ Fios comes down here (if it ever does) đ
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If you want to experience the most egregious example of discouraging your customers from reaching you, call VZW Prepay customer service...888-294-6804. See how long it takes you to find a prompt to get to a live agent.
This should be #1 for the Hall of Shame.
This should be #1 for the Hall of Shame.
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As an agent, I HAAATTTEEE calling prepaid CS so much that I have stopped selling prepaid phones out of here all together.
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verizon is not the same as verizon wireless. It could have nothing to do with verizon wireless.
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