Do you love customer service?

 

Do you love customer service?

We talk about it mostly when it is bad and rarely share when it is good.  (For those of you who are holding out on a restaurant that serves some incredible streamers in the New Jersey or DC area, you need to fess up now.)

I am one of those people who do the opposite.  If customer service is good, I like to tell everyone about it.  For all I care, it can be at the local McDonalds — I like to give a shout out when service is good.  I also try to write down people’s names because “martinia” has set it.  For those of you who are saying, “What the heck is that, another spelling error from the big- haired Texan?” no, it is not!  It’s my definition for the early on-set of dementia brought on from one too many martinis at dinner time a long time ago or was that last night?  See, its martinia.  Anyway…on with the story.

When I have a bad customer service experience, I rarely go on and on about how horrible it was.  Instead, I try to give the organization the benefit of the doubt.  My friends who read this would say, “Once a claims adjuster, always a claims adjuster.”  It’s true.  My former career did teach me to first judge the situation and individuals involved and then, if need be, the whole corporation.

MSN Premium, do any of you have it?  Yes, I know there are tons of free email services out there, but I still pay for my MSN.  I love it, love it, love it!  I love to get up in the morning and hear it say, “Good Morning Cynthia.”  It makes my day!  Yes, I’ve even hugged the computer a few times.  What’s the point you ask?  I’ll tell you.

A couple of weeks ago, I got a friendly reminder from MSN saying that my credit card was expiring.  I like reminders.  My bank was nice enough to send me a new card so I wouldn’t miss out on any potential debt that I was thinking about incurring over the summer.  And again, because I just love hearing my name called when I wake up in the morning, as soon as I get my card, I log-in and update my MSN account.

A couple of weeks later, I get another email saying, “You need to update your credit card.”  That’s weird, I thought.  I had already done that.  So, I went to double check and lo and behold, it was updated, but now it was showing that I had been suspended.  YES FOLKS – SUSPENDED!   I couldn’t believe it.  My MSN Premium account – the “one” who says good morning and good night to me!  Okay love birds, get off your soap box, I have been married for 20 plus years, I take affection where I can get it.

So, I called the company, and six hours 23 minutes and 12 seconds later, six representatives, most of them with a non-Texas translation of the English language, I get,

“Ma’am, do you have money on your card?” 

What kind of question it that?  It is not a prepaid credit card.  Can you really ask someone that?  Does it matter?

The question should have been, “I’m sorry Ma’am, but our system sucks! Can I find a way to keep your service?”

Now that I have vented my disgust for MSN and had to further deplete the rest of my brain cells, I thought that I could use a little help from our RMC friends and family.

If you shout out, “I HATE BAD CUSTOMER SERVICE!” and tell us about one of your recent experiences, Heather and I will send you a set of Paper Beverage Napkins that say “You Look Like I Need a Drink.” 

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