If there’s one thing that Social Media has taught us it’s that people love to bitch about lousy customer service. You don’t often hear people Tweeting about the awesome customer service that they receive (perhaps they’ll tweet about a news story about someone else getting some company loving, but it’s rarely from the recepient themselves).
What’s the old adage? If you like something, you’ll tell 5 people. If you hate something, you’ll tell EVERYBODY?
When it comes to Customer Service, what retail companies come to mind?
We’ve heard countless stories about companies like Costco taking back anything that they sell, no matter how long ago you purchased it… but while Costco is an awesome place to shop, the long lines and lack of salespeople on the shopping floor can turn some potential shoppers off, as getting out of there with a purchase can be a bit more difficult than it needs to be.
Web Watch enjoys the staff at the local Home Depot and Lowe’s, but there are times when both stores struggle to answer our seemingly simple questions.
We do’t ask for much – we just want each shopping experience to be superior to the last outing.
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TiVo has been taking it on the chin lately.
The recent blog post in the New York Times entitled TiVO, Nice Service if You Can Get It, is the typical drivel written by somebody who hasn’t taken the time to properly research and use the product they’re talking about.
As an example – the writer, Joshua Brustein, says that TiVo has an expensive fee of $19.99/month. He doesn’t mention that you could purchase a lifetime subscription for $499. If you’re planning on keeping your TiVo for longer than 24 months, the lifetime subscription is the way to go. (Web Watch won’t mention the number of deals that are on the TiVo website that may lower the overall cost even further.)
The article goes on, with the writer’s cable company trying to pimp their own DVR over a TiVo — hey, that happens. Same thing with the account of what he went through to get a cable card, involving multiple trips, phone calls, and a service tech who never showed up. Obviously not an issue with TiVo, but with the cable company the writer is using. For our TiVo service, Web Watch drove over to our local Cable Shoppe and picked up the cable cards directly. Installed them into our new TiVo ourselves, and were up and running in just about an hour or so.
Obviously each user’s experience is going to be different, but none of what the writer included in his article is specific to problems with TiVo.
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