tag:blogger.com,1999:blog-7086361246902345453.post5108378501328211676..comments2023-11-16T03:43:32.990-05:00Comments on <center>Peter Anthony Holder's "Stuph File"</center>: Is Customer Service Running Out Of Time?Peter Anthony Holderhttp://www.blogger.com/profile/07944720458489961053noreply@blogger.comBlogger33125tag:blogger.com,1999:blog-7086361246902345453.post-81243243561484322352013-03-10T21:05:23.683-04:002013-03-10T21:05:23.683-04:00Wow This is the first time I am checking out your ...Wow This is the first time I am checking out your website! Heard about it on CKUT Radio. I actually have a horrible warning for every one out there, I think that's why they are closing. I received a new Samsung frontload washer/dryer set from Futureshop Feb 13,13. It showed up all scratched up & when I mean scratched I mean there wasn't an inch on it that wasn't, all be it it was a floor model but it was not the set I saw at the store. When I asked the delivery people what happened they handed me a customer acceptance form (that had been signed by some unknown person) saying that they thought I was aware of the damage "your signature is on it". When I made them see that it was not my name, even they said they were baffled at why it was so damaged. Anyway the guy said to call them up they would send me a replacement or I could ask for a discount. After calling the store & speaking with several people only to fall on a manager who casually told me to take pictures of it (impossible its a reflective surface but I did video it) & come to the store "but it'll be at my discretion whether or not we do anything about it". I asked if I could e-mail, fax or whatever because I live in Montreal (the store is in Boisbriand) & I don't have a car & it would be too complicated for me to return to the store, he refused. So I called the customer service (you know that one they keep advising you to call 1-866-237-8289) & I have been trying to get it resolved ever since which was the same week I received the thing. First it takes seven to ten days then we are escalating this matter it'll take another forty-eight hours and numerous e-mails & calls in between, I am still waiting. I haven't used it because I have heard so many this & that I am afraid they wont take it back if I do. Like you I have a long fuse but I feel it's wearing thin. I don't know what to do next short of taking it public. <br /><br />Congrats on this website I'll be tuning in.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-3225150040764626452010-12-10T13:59:25.335-05:002010-12-10T13:59:25.335-05:00For those of you who were following the saga of my...For those of you who were following the saga of my watch, here's an update. <br /><br />I never heard back from Timex (which, frankly, doesn't surprise me) so I have followed through with my threat and after 48 years of brand loyalty I have purchased a new watch that is NOT a Timex. <br /><br />Yesterday I picked up the Citizen Eco-Drive Chronograph model. Not only am I happy with it, but I'm happy with where I bought it. A jewelry store in Carrefour Angrignon called "Bijouterie Cathy." <br /><br />It strikes me as the kind of place where warm, personable, friendly service is still a premium. The kind of people we should all seek out to deal with.Peter Anthony Holderhttps://www.blogger.com/profile/07944720458489961053noreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-63319907989188587102010-12-10T13:46:53.502-05:002010-12-10T13:46:53.502-05:00Thanks for your piece on Timex.
I have thought i...Thanks for your piece on Timex. <br /><br />I have thought it over and my new watch just purchased is alas, not a Timex. As with other companies, if their customer service does not meet my expectations, they are not getting my hard earned $$$ either.<br /><br />P.S. Keurig (the coffee maker people) have great customer service as they have replaced two of my machines without much of a hassle. They really tried to identify and solve the problem before sending me out a new machine, which I received within 3 days (from the US)!<br /><br />MonicaAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-79238664615137706422010-09-30T16:40:36.832-04:002010-09-30T16:40:36.832-04:00Great review. As for my two cents, I would have to...Great review. As for my two cents, I would have to agree that customer service in general has gone downhill. I can’t really say that I can pin the blame on any one company in particular as this seems to be a problem which has impacted the entire service industry as a whole. As a result, this can make poor customer service even more frustrating as it is pointless to boycott one company in favour of another one which is often just as bad.<br /><br />But as you’ve said, you don’t want this to turn into a “bitching-fest”, so I will share one short positive experience regarding customer service. My girlfriend and I recently spent some vacation time in Wells, Maine and after dinning at several restaurants in the area, I was honestly surprised by how well we were taken care of. The waitresses were all polite, they kept checking up on us and we didn’t have to wait an hour for them to give us the bill either.<br /><br />Don’t get me wrong, Montreal still has the best restaurants overall but if it ever came down to a competition based strictly on customer service, Wells, Maine would beat us hands down.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-59911326831852571722010-09-23T04:43:15.381-04:002010-09-23T04:43:15.381-04:00An example of great customer service might be jour...An example of great customer service might be journolists that simply report the news and not inject inherent bias.<br /><br />We're at a point where there's more information available (as opposed to the ink-stained wretches of the past), so go easy on the sensationalism, please.<br /><br />And employ competent statisticians, SVP.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-65946803177376748022010-09-22T14:46:05.503-04:002010-09-22T14:46:05.503-04:00Hi Peter
I also have the same Timex watch as you ,...Hi Peter<br />I also have the same Timex watch as you , and has similar experiences like you , which i had to send away my watch to Timex (via Bay never again) to get the band replace, took me 4 months to get my watch back. Apparently the clowns at Timex mis-place my watch and found it after I call 5th time in 4 months. Finally got it back, with the new strap and all. Although just like yours the strap broke at one of the eyelet (small holes) 2 years later. This time i went to Sears store watch shop. He told me he had to order it. But I could save some bucks if I order it myself. He told me what to do, and phone number to call. When I did this, in 7 days I got a new strap for my watch in the mail. Since I already have jewelry screw driver set I was able to change the band my self. It only cost my $14.00, compare to $60.00 doing it the first time around. <br />Anthony LenzoAnonymousnoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-51626415852515892302010-09-22T07:55:32.798-04:002010-09-22T07:55:32.798-04:00You need to cast your net a bit further. The lack ...You need to cast your net a bit further. The lack of service that is all too pervasive in business has crept into our politics. There's a reason why The Tea Party movement is doing so well in the United States, and why a man like Rob Ford can be the front-runner in the Toronto mayoralty race. We, the people, are no longer served by the governments we elect. They are out of touch with their customers and seem determined to reduce voting numbers to just the party faithful by turning the rest of us off so badly we don't want anything to do with the system anymore. Just like we have stopped shopping at certain retailers.Ralph Lucashttp://www.northernstars.canoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-55632353596212155552010-09-21T16:04:38.000-04:002010-09-21T16:04:38.000-04:00I recently purchased an Apple 3G iTouch (iPod) wit...I recently purchased an Apple 3G iTouch (iPod) with more memory to replace my 1G iPod. A couple of weeks later, I dropped it in a sink full of water. Needless to say, it immediately went wonky. As it turns out, I was going later to the West Island, so I dropped into the Apple Store in the Fairview mall, where I had bought it. The sales clerk replaced it, no questions asked. A $500+ unit replaced, and I was in and out of there in less than four minutes. Impressive.Bobhttps://www.blogger.com/profile/15282158863017045876noreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-90291983306140852522010-09-21T10:25:47.486-04:002010-09-21T10:25:47.486-04:00Peter, I noticed your comment regarding Coca-Cola....Peter, I noticed your comment regarding Coca-Cola.<br />I am now quite willing to overlook your glaring character faults, such as rooting for the Boston Red Sox, dismissing cats as "evil incarnate", etc. All is forgiven.<br /><br />You're right - customer service seems to be the common comprimise in the world of narrower margins, decreased profits, budget cuts, yada yada yada... Typically, you'll get transferred to some caring soul in Islamablad who bsrely speaks English, or some caring soul in Quebec City who bsrely speaks English. That's only if you can get through those damn IVR's. (Press 1 to stick the phone up your butt...)<br /><br />Bob S.Bobhttps://www.blogger.com/profile/15282158863017045876noreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-86374647968337697422010-09-21T01:51:56.656-04:002010-09-21T01:51:56.656-04:00I didn't know Timex still made watches; haven&...I didn't know Timex still made watches; haven't worn one since I was a kid (I am only slightly younger than you Peter). it's time for a new watch - I've been wearing a Mondaine Swiss train station watch for years - it was stolen recently at gunpoint. Don't know what I'll get, but it won't be a Timex. Regarding customer service - it seems to have gone the way of politeness. DavidDavidhttp://www.okapi.ccnoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-86723072369389681432010-09-20T22:29:45.236-04:002010-09-20T22:29:45.236-04:00I will never buy anything from Sears again. I can&...I will never buy anything from Sears again. I can't stand Sears or much of the shoddy rubbish that they sell.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-34987946879446728032010-09-20T13:28:17.798-04:002010-09-20T13:28:17.798-04:00OMG!! I bought my husband an Ironman watch with a ...OMG!! I bought my husband an Ironman watch with a heart monitor because he had had a aortic vavle replacement. He worked out before knowing he needed surgery and he works out now, except he needed to monitor his heart rate. Well, the stinking watch strap broke and can we find a replacememnt anywhere??? Nope. So when the batteries die out of this watch I plan on buying something else. Timex... you SUCK! Excuse my French!Cherylnoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-7187065274915779952010-09-20T12:26:47.259-04:002010-09-20T12:26:47.259-04:00Recently I did decide to stop being a client of a ...Recently I did decide to stop being a client of a recruiting company I had been loyal to for years, because they suddenly challenged my qualifications which up to that point they had accepted without question for years, and even after repeated explanations and written proof, they wouldn't budge. <br /><br />I was offended and insulted. <br /><br />I think poor customer service usually occurs with inexperienced employees who do not have a stake in the company or ambition to do their job well.Lisanoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-15028401523677016332010-09-20T05:10:42.847-04:002010-09-20T05:10:42.847-04:00Guilty by association
In this situation, I do not...Guilty by association<br /><br />In this situation, I do not believe Sears should be off the hook. A company as large as Sears should be accountable for the products they sell in their stores.<br /><br />Sears made a profit on the watch that they sold you and while Timex should have seen you as a valued customer, you were also a Sears customer.<br /><br />Great customer service is not merely providing telephone information and sending a customer on their way to fight with a supplier or a manufacturer when a problem arises.<br /><br />I would lodge a complaint with Sears and see exactly how they handle the situation.<br /><br />Great customer service is about providing a great service to customers to ensure repeat business and in this situation, I believe both Sears and Timex failed you.Samwuanhttps://www.blogger.com/profile/18439552029413230268noreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-24164285165707936832010-09-20T03:00:37.147-04:002010-09-20T03:00:37.147-04:00Until someone from at least middle management or h...Until someone from at least middle management or higher spends a few hours a week either on the floor or behind a counter, customer service will continue to decline.<br /><br />They higher ups are just like contemporary politicians.<br /><br /><br />Too out of touch to get it.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-80184054214189540872010-09-19T23:28:06.796-04:002010-09-19T23:28:06.796-04:00Don't get me started! if I were to write a boo...Don't get me started! if I were to write a book based on the arguments that I've had with Bell Canada, I'd be rich and famous!! The latest irritant is their Bell Mobility outfit! I saw their ad in the Globe and Mail for the Palm Pre. It was delivered with a dead battery. I've spoken to 2 phone reps and the story is the same, I have to go out of my way to get a new battery. In the meantime they've sent me a bill for a hundred plus dollars and I've barely used the phone! Now you would think that in this a digital age where citizens have outlets like this one that they would stop resting on their laurels and goo out of their way to deliver value. I call this type of merchandise/service the disposable age- give them your money and they dispose you. Timex thinks that it is right for you to dispose of a watch every two years and Bell Mobility sees absolutely nothing wrong with selling you dead goods! It's all I can do not to go postal!!!!!PDnoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-46297073285327433842010-09-19T20:44:30.515-04:002010-09-19T20:44:30.515-04:00I think Timex would have preferred you to simply c...I think Timex would have preferred you to simply cave in and buy a new one. If that is the case thewn they are missing the point.<br /><br />Where's John Cameron Swayze when we really need him?<br /><br />I just had the clasp on my Wenger 'Swiss Army' type watch replaced. It took a while - three weeks - but I love this watch for its elegant simplicity and it works just fine. More importantly, it was a present from very special people. <br /><br />(Attention, Timex: read that last sentence until you really understand it!)Terry McElligotthttp://www.tmweb.canoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-8024925856649456092010-09-19T19:20:51.840-04:002010-09-19T19:20:51.840-04:00IN 2004 my laptop developed a problem. When I went...IN 2004 my laptop developed a problem. When I went to the Apple store in Beijing, they said nothing could be done and I would have to pay for the repair. I would mention it was 3 days outside the warranty. Not remember when I had a Powerbook 185 years ago it was outside the warranty by 3 weeks and Apple fixed the problem. When I explained this to Apple in Beijing hey said "to bad, you can either pay to get it fixed or buy another brand". Well at that point I decided to call the head office of Apple for the Asia/Pacific in Singapore. The young woman I spoke to was very helpful. She asked me to send her a detailed email. Well I did that and some. I have been using Apple computers since 1986, in fact I still have every apple computer and original receipts. So I took pictures of each of them, plus every original sales slip going back to 1986. Within 24 hours I got a phone call from the Director of APPLE Asia/Pacific. I think they were surprised that I kept every receipt for every apple product I have bought in almost 20 years. He said sorry over and over for the service I got from Apple in China. And said he would contact me back. 2 hours later I received an email that he CC me of which he sent to the Apple location in Beijing. Telling them and I quote. "Considering it's only 3 days outside the warranty and Mr. Perron has been a loyal Apple customer since 1986 you are to provide him with a new Macbook Pro." 12 hours later I got a call from the Apple shop in Beijing asking me to come pick it up. I can tell you the Apple customer service rep I originally dealt with even had to say sorry. If it had been weeks outside the warranty I would not have said anything. <br />Sometimes you need to go right to head office.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-38150375428537736132010-09-19T19:20:15.813-04:002010-09-19T19:20:15.813-04:00Peter, I remember my mother bringing something bac...Peter, I remember my mother bringing something backl to Eaton;s two years after she had purchased it and getting it replaced without a question. Both Eaton and those days are gone.<br /><br />I've had many similar experiences but have taken a different tact. I persevere. I ask to speak to the supervisor, customer relations and if that still gets me nowhere, then I write letters with the names of all the employees who did NOT give me customer satisfaction. <br /><br />To my way of thinking, if consumers don't fight for their rights, we all lose in the end. My experience has been good. When I persist, I get consumer justice.Ginahttp://www.ginaroitman.comnoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-37301426750543187202010-09-19T18:55:31.139-04:002010-09-19T18:55:31.139-04:002 years is normal wear and tear? Ummm...it's n...2 years is normal wear and tear? Ummm...it's not like you're doing construction work with it on. Give me a break.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-35992808283173963652010-09-19T18:53:38.199-04:002010-09-19T18:53:38.199-04:00It might be time for an "Excetuive E-Mail car...It might be time for an "Excetuive E-Mail carpet Bomb"<br />http://consumerist.com/2007/05/how-to-launch-an-executive-email-carpet-bomb.html<br /><br />BTW The Consumertist's website does get read by many compaines and the press; you may want to send your story there too.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-33754826173034426092010-09-19T17:49:14.252-04:002010-09-19T17:49:14.252-04:00It seems that the lifetime value of a customer is ...It seems that the lifetime value of a customer is perceived to be zero. Why do companies spend millions of dollars attracting new customers when it is easier and much more cost-effective to retain the ones they have? I am not saying that a company shouldn't grow their business, but why do companies offer little-to-no incentive to continue to do business with them? Has the continuing evolution of technology completely replaced almost ANY kind of face-to-face or voice-to-voice communication?Tammynoreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-22722160252003633572010-09-19T17:46:17.253-04:002010-09-19T17:46:17.253-04:00In my experience, the best customer service comes ...In my experience, the best customer service comes from those who chose the profession as a career. In the last year, I have been well served at Brooks Brothers, and Macys (I live across the river from Michigan). I actually wrote Macys a letter about their outstanding service. I did the same when I recently had a problem with RBC Insurance and three people from the branch helped me without hesitation. <br /><br />The worst service, again from my experience, comes those who are just doing it as a job, and generation "ME." Ever been to a store where the clerks are so engaged in their conversation they don't even notice you? Same over the phone sometimes; they can't be bothered.Anonymoushttps://www.blogger.com/profile/05078522537414996939noreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-73888349948670259952010-09-19T15:09:50.802-04:002010-09-19T15:09:50.802-04:00Not being a brand name junkie I avoid these proble...Not being a brand name junkie I avoid these problems by buying $10 watches at Wal-Mart. They usually last about 2-3 years, keep accurate time, and look good. I have to change the battery maybe once during that time so my total investment is about $3 - $4 per year. Problem solved!stevewalsh2010noreply@blogger.comtag:blogger.com,1999:blog-7086361246902345453.post-82476316390546205992010-09-19T12:26:52.875-04:002010-09-19T12:26:52.875-04:00Peter, you couldn't have hit on a better subje...Peter, you couldn't have hit on a better subject than CUSTOMER SERVICE. I've been in Customer Service for over 25 years and I can tell you that the service you get these days is unacceptable. If I had ever talked to people on the telephone or in person like some of the people I come across in my daily life....I would have been bodily removed from my place of employment...no questions asked! Thanks, for bring this topic to light. We all need to practice our Customer Service skills everyday!Anonymousnoreply@blogger.com