One of my pet peeves is bad customer service; there is no excuse for it! On the other hand, when I get great service I love it; I can’t show you the bad without showing the good! Here is my Top 10 List of Worst and Best Customer Service Companies!
Top 10 Worst Customer Service
- Adobe – I had to wait 1 hour to BUY their product! I ended up buying from Dell. I can’t even get support without paying for a year at time I paid $1500 for their product, and I have 5 copies! Too bad I need to use their product because of business requirements; otherwise I would quit them in a heartbeat!
- Symantec Business Technical Support – It once took 7 days to solve a simple problem that could have been corrected on the first call. They installed a new instance of SQL server and now I am using more server resources than I need. Had to call in my tech guy and have him undo it. Paid him $300!
- Microsoft – it took them 30 days to get me a quote, they then quoted me the wrong thing, then promised a 64 bit version of their Forefront Management Console. I stopped looking for it a year after the purchase. I had to hire my tech guys to setup a dedicated 32 bit server just to run the console, plus it is difficult to use, very disappointed.
- Charter Communications –Charter is the only game in town. If there were a viable alternative I would choose them even if they cost more. Charter is taking advantage of its customers by continued increases in the price service without comparable value. Their tech support is pretty good though. They just cost too much!
- Consumers Energy – I have had the misfortune (self-inflicted) to have experienced disconnect on at least one occasion. They charged me an outrageous reconnection fee, and I believe they did not adequately warn me of their stealth disconnects!
- Verizon Wireless – Shame on you Verizon Wireless – Your despicable practice of charging extra for services I don’t need, allowing third party charges to appear on bills, charging extra to monitor something that should be built into the plan in the first place. This is a matter of bad profits. Companies need to have profits but not dirty ones.
- Netflix – They suck for pulling the DVD part of a great deal, I now rent my DVDs locally and only use their service because the kids use in on their Playstation, enough said?
- Waste Management – They study the same playbook as Consumers Energy! In fact they’ll come up to your house and take your tote right out of your garage without telling you. Another case of leaders of the company making their employees give bad service because of policy!
- McDonald’s Traverse City- They have made my list many times over the past 20 years! It’s usually their slow service that gets me mad, and then they fail to include all of the food I ordered in the first place. Of course, you never discover it until you are down the road. I don’t eat there at all anymore but my kids do. I have called to complain to the local franchise operator and they don’t want to hear it.
- SAGE Software – We’ve been using their accounting and CRM software since 2000. They promised integration between the two via am optional piece of software I’ll call “The Link.” We’ve had problems the link since day one but we kept working with our local SAGE rep to make it work. SAGE even dropped support for it twice but offered new solutions along the way. We finally moved to their latest CRM product with is twice as expensive with their promise the integration would meet our needs. It is better, but they still don’t have it quite right. When we ask for changes they tell us it is working as designed. Too bad their accounting software is working so well because I would consider changing if there were something that worked as promised. Clearly SAGE software is more interested in shareholder value than they are about satisfying customers.
Top 10 Best Customer Service
- United Parcel Service – The UPS Preferred Customer Service call center is provides the best service in the world! I am not kidding! They know my name when they answer the phone, they apologize for any problems I am having. They follow up after the fact to ensure that I AM SATISFIED! What a concept! Outstanding!
- Dell Technical Support for Business – This group is very effective at handling my needs when I have to call them, which is not very often. They too know who I am and are familiar with my equipment. They send parts overnight and even send a technician to install it if necessary!
- Dell Customer Service – I love Keith McGee at Dell Customer Service! He is responsive, returns calls and even helps me navigate the Dell customer service system. Even though he is not assigned as my account rep, he coordinates everything with the rest of his group! Great job Keith!
- Sharefile – I asked Sharefile for some help with my new account with routing emails to the correct salesperson. I needed them to include the folder name when they sent notifications. I called for support, the rep told me that was not supported but would talk to the development group. The next day I received a call to let me know they were working on a solution. Turns out other customers had also asked for this feature. The following week I got another call saying the feature was now available and could I test it please! That really surprised me; I did not expect any help at all.
- iStockphoto – In the 7 years I’ve been using iStockphoto I have only had to contact them once. It was because I downloaded the wrong file and I wanted to give it back and get a credit. They answered via email, within a few hours and promptly gave a credit. The beauty of iStockphoto is I never have to call, it runs very smoothly and when I needed them, they were there with the right answer!
- Zappos – another very efficient, smoothly run company. Same thing as iStockphoto. I did call them once to return a pair of shoes; they took care of it promptly and apologized for any inconvenience.
- Amazon – I love buying stuff from Amazon! I got a Kindle for my birthday last year and I have been buying books like mad! They know what I like and suggest it to me. I can buy a book with 1 click and get it as fast as I need it. I buy more than books there; I have also purchased drawing tablets, scanners, batteries, cables.
- PayPal – They make my life easier. I can accept payments on my website, pay for daycare, I even sold tickets for my High School class reunion! Although I am wary of their policies, I have heard about frozen accounts and money tied up for months, but I have not experienced that. Having a PayPal balance is like FREE MONEY!
- Staples.com – I can order online at Staples.com and have my stuff the very next day with no shipping charges!
- Symantec Consumer Technical Support – Yes, I know I have Symantec in the Bad list, but let the truth be told, their consumer division provide outstanding technical support! I have called them several times, usually with account renewal or activation and they solve my problem immediately! Their business division needs to use their play book!
There you have it. My Top 10 List of Worst and Best Customer Service Companies! Have you had similar experiences with these companies? I’d love to hear your best and worst and why? Drop a comment and let me know!
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