January 13th, 2021

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#CustomerService#GoodorBad?

Wednesday, January 13th, 2021

I’m going to blow off a little bit of steam. I will do it nicely and will not even mention the firm’s name since I do not want to cause heartache for the person if for some reason it was to get out. Here is what happened:

There has been an error in my billing from this certain company for close to a year now. When I realized it, I contacted their CS department to try to straighten it out.  She told me they couldn’t do anything about it. Now get this: it was their customer service rep’s fault. They put the service charge on the wrong phone. When we bought Jo a new phone in February, we put a line on her phone for her sister to use in the nursing home. Long story short: she doesn’t even know where the phone is (and probably hasn’t even looked), so I wanted to drop that line and save a line use charge of $25/month.  That sounds good until you look closer and see that the rep put the charges for Jo’s new phone on that line! So I tried to have them drop the charge and make the change. No go.

So I went to the local store rep to see what could be done. She (the store manager) listened and sent a request for a customer acceleration. After going back and forth I also told her I was due (way overdue since I still use an iPhone 5)  for a new phone and if they couldn’t straighten out their own CSR’s mistake why would I consider getting a new one?  Anyway, after several back and forths she told me she could fix it for me. When would be a good time to come in? I told her I was in jail, I mean quarantine for ‘rona so it would need to wait.  After several tries, we set up yesterday, Tuesday, at 1:00.  I get there at 12:45 and find out she stepped out for a few minutes to go check on her dog but she would be back in time. He asked my name and it should have been my first clue when my name was not on the list. So Jo and I waited…and waited…and waited.  Very patiently I might add. At 1:20 we left. I have yet to hear from her.

I hope you won’t take this wrong but I began thinking about the church and each individual person. As a church we are representatives of Jesus. But we are also representatives of our church family. When people walk into our church building (or see us online) how are they treated? Are we kind? Engaging? Welcoming? Did they find us real or planted there with fake, plastic smiles?

My feelings about this company were not enhanced by the discourse over the past two months, and most definitely by yesterday’s failed connection.  I’m hard-pressed to still consider this company as a carrier for my new phone.  Let’s not make the same mistake with our churches. The solution is us. Not “let someone else take care of it.” You be the rep!!