A friend of mine had a conflict with her order at a drive through. I had been on the phone with her from the ordering process to when she got upset. I think I know how things went wrong.
She ordered from the menu, and she asked for some variations from how they prepare food. That itself isn't unusual. Systems are often setup for this. I think the issues was she asked for variations their system might not be handled to communicate.
Today started with a text from my son travelling in Japan: “Help, stuck, credit card blocked a again.” Unable to call the bank from where he was, and since the card was on our family account, I was able to call. Bottom line: RBC gave super horrible customer service. Second call for unrelated task with Desjardin insurnace… made my day, best customer service ever... as usual.
RBC is also invests heavily in Fossil Fuels, this clinched the decision to fully leave RBC.
They ask verification questions guaranteed to fail.
Their agents are heartless and rude.
They are above the Law of the land.
They don't care about their customers.
Here are the verification questions I was given:
> 1. Can you provide the exact date when your SIM was activated? Ex. March 2023.
>
> 2. What’s the last promo that you purchased before your phone was lost? When did you register it?
>
> 3. What was your remaining load balance before your phone was lost?
All three verification questions are guaranteed to fail.
#1: Can you honestly remember the exact date when your SIM was activated, especially if it has been with you for at least a decade?
#2: Can you honestly remember the last promo you purchased when you did not purchase any promo for the last 5 years?
For the third question, I provided the CORRECT answer, and I even submitted a screenshot taken on April 12th, very recent.
And yet, Globe Telecom Inc.'s agent replied with the following:
> We have to follow the process before we proceed with the deactivation.
> Unfortunately the details you have provided, do not match our record.
> Yes, the details you have provided do not match our records.
> We can only block the number if you were able to provide the correct details we need.
After this, their agent copy-pasted their spiel in a rush to close the chat conversation.
I've worked in the customer service field for 20 years, and I can tell you this is the worst agent and the worst process I've seen and experienced.
Verification questions guaranteed to fail.
Not exploring other avenues of verifications, that actually are logical to ask.
Totally heartless and rude.
A company process. In other words, this is how they were trained.
End the chat conversation as fast as you can.
To the agent, “I deeply apologise for disturbing your sleep and giving you some work to do.”
To Globe Telecom Inc., “Shame on you for having such a process, and yet you continue to claim awards for having the best service.”
Bought a thing; assembled it. An electronic component that shouldn’t have been dangling… was. Obvious solutions elude me. Missing part(s)? 🤷♂️
Nothing in the manual. Manufacturer’s website:
— no relevant info
— support chat won’t load*
— support email form won’t submit*
— phone says “US” (I’m in 🇨🇦). Call it anyway; nice lady asks if I bought from them directly. No, via 🇨🇦 retailer. “You have to call them.”
So many chances to do the right thing, all deftly avoided.
If your customer service requires a person to call in rather than using written communication media, it is not accessible to people who are autistic, have social anxiety, are hearing-impaired, or have other communication or sensory impairments. You are telling your customers we don't matter to you if we are disabled. Is that really the kind of message you want to send?
Dr. Martens sold “for life” boots that were guaranteed for life. We have 3 pairs in our family. I have had my pair replaced because of size, no questions asked. They discontinued the program in 2018 but grandfathered everyone in who registered.
My son’s boots are shot. I reached out to start the replacement process. They responded since the end of the program, their supply ran low and as a result, he can pick any boots under $180.00 and cannot be made in England.
how can be a complaints form in a website be "congested"? I want to fill a complaint or contact customer service of Ikea and no phones to call, chat is closed and the send a message is "too busy". Of course no way to find a mail or a phone to call. Enshittification of the web is becoming something else that needs a new name. #Ikea#CustomerService
Eleventh dedication for the artbook: Esther puts her hat on before leaving her cabin. Being a proper lady, she wouldn’t go out without a hat. Theme requested by Yves Le Meur, thanks for his trust!
I reuse a photo study of @sinituulia I already did last year.
The rise of AI demands a workforce reshuffle. Business leaders, take note! This article explores how roles will change, what to prepare for before welcoming chatbots and AI, and how to make human-machine collaboration a seamless success.
Eighth dedication for the artbook: Esther and Erie are about to take the train to do a nice travel! I did this art for my mother in law Patricia. Thanks for her trust !
Are #Canadian#CellPhone companies competing to see which can offer the WORST customer service? Seriously, every single one of them is a complete disaster. Why do we tolerate this? Why aren’t we demanding that our government regulate this industry and force REAL competition for our money? #CanBiz#business#Canada#CustomerService
TFW the local newspaper will not allow you to cancel your subscription without calling them, though as you're waiting on the phone for them, their Voice Response system "reminds" you that you can manage your subscription online. Then when you finally can select Cancel, it then tells you it can "only do that during business hours." FUCKERS! Just really awful customer service. #CustomerService
This oldie but goodie is pretty self-explanatory, and worthy of a repost. Fans of #customerservice should find this very relatable. #Caturday#hiss#feline