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An Example Of Terrible Customer Service, with Erik J. Olson

Episode #1353

In this episode, Erik shares his bad customer service experience.

October 18, 2022

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Episode Transcript

Erik J. Olson (00:01):
Terrible customer service. Hey there, this is Erik J. Olson. So terrible customer service. We’ve all experienced it, but I, I just wanted to kinda give you a tale about my experience with a particular cell phone care. I won’t say who they are, but this is, this is the epitome of bad service. Now, Kevin and I, well really it was me. I decided that Kevin and I were gonna switch from one carrier to another. And so we, we ended up doing the switch. And what we found is very quickly we were having issues with connectivity. Our phone calls were getting dropped. Our bandwidth, like on the internet browser was terrible. We tried a whole bunch of different things. Nothing worked. And so the company was actually kind enough to let us out of the contract because it just wasn’t working for us. But I’m holding in my hand right here, a Pixel six phone that they sent to me for free.
And my business rep was like, All right, Erik, so when you cancel, just make sure that they send you a shipping label and you’ll send this back. I said, All right, cool. So I called, I canceled on whatever number I was supposed to call on, and I canceled. And, and the lady was like, Okay, I guess we’re done. I’m like, Well, hold on a second. I was told I need a shipping label to send this back to you. She goes hold on a second. Nah, you’re good. Don’t worry about it. And so I knew that probably wasn’t the right answer, but she couldn’t help me. So afterwards, I emailed my business rep and I said, The customer service person said, don’t, I don’t need to send it back. Please confirm. Now, I did that specifically for a reason. I don’t wanna assume that she was right.
I as actually assumed that she was wrong. But I wanted someone in writing to say, Don’t worry about it cuz it’s not good enough. When someone just says it over the phone, I need it in writing. Well, his response was, No, Erik, you actually do need to send that back or I’ll still charge you for it. Okay? So I called again, couldn’t get through. I ended up going to the carrier’s physical store that they couldn’t help me. They didn’t know what I was talking about. And today I spent literally two hours on and off of hold with someone who was trying to get me the shipping label. And it never came in. Actually, I, that was the third phone call. So it’s incredibly frustrating that I’m being told on the one hand, you need to send this phone back. And on the other hand, I can’t guess someone to send me a shipping label.
So like, that’s an example of a, of a business faux pa. Like that is something that, that your customers should not have to deal with. And if they’re dealing with that, with your business, the moment that you catch wind of that, you really need a number one, fix the problem. And then number two, fix the source of the problem. It’s typically a process problem. What is causing that problem to exist in your business? And when you figure that out, you should train people, you should write procedures and, and you should make sure that that doesn’t happen again. So I still have this stupid phone and I don’t have the shipping label. I’m sure someday someone’s gonna take care of it for me, but in the meantime, I’m holding onto this phone and when they send me a bill, I’m gonna send them the phone as payment.

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About The Hosts

  • Erik J. Olson is an award-winning digital marketer & entrepreneur. The Founder & CEO of Array Digital, he is also the host of the Journey to $100 Million Flash Briefing and daily podcast, and the organizer of the Marketers Anonymous monthly meetups.

  • Kevin Daisey is an award-winning digital marketer & entrepreneur. He started his first company when he was just 23, and is the Founder & CMO of Array Digital. Kevin is the also the co-host of the Journey to $100 Million Flash Briefing and daily podcast, and the co-organizer of the Marketers Anonymous monthly meetups.

Website Design, Search Engine Optimization (SEO), Online Advertising, Social Media & Digital Marketing.
© Array Digital LLC

Website Design, Online Advertising, SEO, Social Media & Digital Marketing.
© Array Digital LLC