First off, no offense to anyone on here who may work in customer service. This is about my bad experiences with contacting customer service via 1-800 numbers. Every time I call a 1-800 customer service number, I go ahead and brace myself for frustration to the nth degree. I know that chances are, I will have just wasted a good 10-15 minutes. Most of which is hold time. But, like a dummy, I call anyway.
Yesterday, I had a slight issue with my Samsung Galaxy tablet. I had never had this particular issue before, so, I was caught off guard. So, being the glutton for punishment that I am, and knowing that it will end in me running down the street screaming, I call Samsung customer service. The hold time was not bad, only about 3 minutes or so. But, that's as good as it gets. The call itself was an absolute joke, and should only serve as a reminder to me not to contact customer service again, with Samsung or any other company. The call went something like this:
The rep goes through his whole routine when he comes on the line. I start to say what the problem is and he cuts me off and says that he can not continue with the call until he has detailed information about who is calling. So, for what seems like 20 minutes, I answer question after question. Name. Full address. Home phone number. Cell phone number. Work number. E-mail address. Approximate date of purchase of the item I am calling about. Place item was purchased. Model number of item. Do I own any other Samsung products, and if so, what are they. Then, I had to answer a series of "on a scale of 1-10" questions, like "on a scale of 1-10, how satisfied are you with Samsung?". I finally interrupted and asked when were we going to get to the part where I explain why I am calling. He said "oh, just a few more questions" and I said no, let's get down to business already and I would answer all these inane questions later. So, he says "well, okay, I suppose we can skip this other stuff for now, but I do ask that we come back to it before you hang up".
So, I FINALLY get to explain what the issue is, and it sounds like the line is dead. I say "ya there?". He replies "uhhh...yeah.....just...trying....to....uhhh...I don't know what...."
He tells me to hold on. He comes back on about a minute later belching and laughing. It goes like this:
Rep: ha ha ha ha ha, well, ha ha ha ha ha ha I don't mean to uh...ya know..sound...ha ha ha....silly, but uhhh....I don't think that there is anything we're going to be able to do....ha ha.....that sounds like a factory defect, so uhhh...you're going to have to take that back to the place you bought it from.
Me: I have had this tablet for two years now, and it has never done this before, so if it were a factory defect, wouldn't it have done it sooner?
Rep: well, see, ha ha ha, (belch) uhh...the place where you purchased if from has that kind of information, not us....we are just a bunch of levi wearing fish round here, so what we do is probably not very conducive to what you need at the moment.
Me: Well, what about tech support?
Rep: What about it?
Me: Is there a tech support number? To be honest, tech support is what I thought I called.
Rep: Well, again, ha ha ha ha ha, not trying to sound silly, ha ha ha, but, I mean, like yeah...I could like..transfer you.....but like.....you'd just be told like...(loud belch) ha ha ha to uhh... ya know, go back to where you got the thing and to be honest, the store are the ones who know what to do when it comes to a factory defect, not tech support, and definitely not us.
Me: So, you just automatically say that this is a factory defect without even attempting do do anything else? I mean, could you at least transfer me to tech support and just see if there is anything they could have me try?
Rep: No. You would just be told the same thing all over again. There is nothing they can do for a factory defect. I know. I know. It's just....oh, okay, there is like this huge bug on the floor....ha ha ha...oh what is that? HA HA HA HA HA HA HA and it's got like, oh that is....nasty nasty, two words...PU!!! I am holding my nose, think that a stanky bug!!
Of course, after that, I hung up. The funny thing is, I then do a Google search of the issue I was having with my tablet. And within two minutes, I fix the issue myself!! :biggrin: Maybe one day I will learn! Anywho, I am probably late to the party here, but has "customer service" always been like this? Are these people even trained, or are they just tossed a headset their first day on the job and told "good luck"?
Yesterday, I had a slight issue with my Samsung Galaxy tablet. I had never had this particular issue before, so, I was caught off guard. So, being the glutton for punishment that I am, and knowing that it will end in me running down the street screaming, I call Samsung customer service. The hold time was not bad, only about 3 minutes or so. But, that's as good as it gets. The call itself was an absolute joke, and should only serve as a reminder to me not to contact customer service again, with Samsung or any other company. The call went something like this:
The rep goes through his whole routine when he comes on the line. I start to say what the problem is and he cuts me off and says that he can not continue with the call until he has detailed information about who is calling. So, for what seems like 20 minutes, I answer question after question. Name. Full address. Home phone number. Cell phone number. Work number. E-mail address. Approximate date of purchase of the item I am calling about. Place item was purchased. Model number of item. Do I own any other Samsung products, and if so, what are they. Then, I had to answer a series of "on a scale of 1-10" questions, like "on a scale of 1-10, how satisfied are you with Samsung?". I finally interrupted and asked when were we going to get to the part where I explain why I am calling. He said "oh, just a few more questions" and I said no, let's get down to business already and I would answer all these inane questions later. So, he says "well, okay, I suppose we can skip this other stuff for now, but I do ask that we come back to it before you hang up".
So, I FINALLY get to explain what the issue is, and it sounds like the line is dead. I say "ya there?". He replies "uhhh...yeah.....just...trying....to....uhhh...I don't know what...."
He tells me to hold on. He comes back on about a minute later belching and laughing. It goes like this:
Rep: ha ha ha ha ha, well, ha ha ha ha ha ha I don't mean to uh...ya know..sound...ha ha ha....silly, but uhhh....I don't think that there is anything we're going to be able to do....ha ha.....that sounds like a factory defect, so uhhh...you're going to have to take that back to the place you bought it from.
Me: I have had this tablet for two years now, and it has never done this before, so if it were a factory defect, wouldn't it have done it sooner?
Rep: well, see, ha ha ha, (belch) uhh...the place where you purchased if from has that kind of information, not us....we are just a bunch of levi wearing fish round here, so what we do is probably not very conducive to what you need at the moment.
Me: Well, what about tech support?
Rep: What about it?
Me: Is there a tech support number? To be honest, tech support is what I thought I called.
Rep: Well, again, ha ha ha ha ha, not trying to sound silly, ha ha ha, but, I mean, like yeah...I could like..transfer you.....but like.....you'd just be told like...(loud belch) ha ha ha to uhh... ya know, go back to where you got the thing and to be honest, the store are the ones who know what to do when it comes to a factory defect, not tech support, and definitely not us.
Me: So, you just automatically say that this is a factory defect without even attempting do do anything else? I mean, could you at least transfer me to tech support and just see if there is anything they could have me try?
Rep: No. You would just be told the same thing all over again. There is nothing they can do for a factory defect. I know. I know. It's just....oh, okay, there is like this huge bug on the floor....ha ha ha...oh what is that? HA HA HA HA HA HA HA and it's got like, oh that is....nasty nasty, two words...PU!!! I am holding my nose, think that a stanky bug!!
Of course, after that, I hung up. The funny thing is, I then do a Google search of the issue I was having with my tablet. And within two minutes, I fix the issue myself!! :biggrin: Maybe one day I will learn! Anywho, I am probably late to the party here, but has "customer service" always been like this? Are these people even trained, or are they just tossed a headset their first day on the job and told "good luck"?
