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Out of the Blue

An issue on the server end of my email popped up last night, and I got to spend 20 minutes listening to prerecorded messages from Network Solutions offering all sorts of helpful "did you know?" tidbits, none of which included the fact that the outage I was reporting was apparently system-wide (even though it was only impacting one of my email addresses). At least the woman who I finally spoke with assured me they were working on it. But as comforting as that sounded, I was met with the same outage this morning, so I dug out a "gold VIP" contact email they sent me at one point to thank me for being a loyal customer for over 15 years to try and cut through some red tape. Sure enough, this got me someone on the phone immediately, who then informed me that he was in sales, and he could transfer me to the tech support department, which now has an extended wait (since if it is still a system-wide outage they are informing customers one at a time). Apparently I'm only a VIP when I'm buying something from them: After that I'm just another blinking light looking to waste their valuable time. After an hour I finally got someone to clear up the error, but I seem to be missing emails, and was unable to phrase my question about this in a form my technical support person was able to understand with her somewhat limited grasp on English. Ever notice it's customer service experiences like this that are *never* followed by one of those brief surveys to let them know how they're doing?

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6. Re: Out of the Blue Aug 7, 2012, 12:45 Beamer
 
PHJF wrote on Aug 7, 2012, 12:05:

Amazing isn't it how so many companies claim to be fixated on customer satisfaction, and yet customer support is almost always annoying and frequently useless.

I had great service from Amazon.

I buy from them in part for this. Any issue I've had has been fixed almost instantly, and being able to do support via chat rather than taking the time to call is very time saving.

Nordstrom is another store that has absolutely ridiculously good support and service.
 
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