They say “write about what you know “. Well, after years of dealing with telephone-based customer service in our business, I like to think this is something I know a little bit about.
My most recent foray into bad customer service started yesterday when I got an email from our web developer, indicating that there might have been some unauthorized activity in a developer account linked to our online catalog. We live and die by the performance of goodbuyguys.com, so this was an issue that needed to be addressed immediately.
I contacted our credit card transaction gateway company, authorizenet.com , confident that the possibility that there might have been thousands of dollars in unauthorized transactions in a test account would grab their immediate attention.
Boy, was I wrong!
Instead, what I got was a rude customer service representative who refused to identify himself with a first and last name, refused to provide his phone number, and refused to refer me directly to a security specialist who might be able to address my concerns. Clearly, the fact that we had been a customer of their company for many years was of absolutely no interest to him. Neither was there any interest on his part to the possibility that fraudulent activity was underway.
It is hard to know how we came to the point where customer service reps are instructed to not give callers (even customers) their names and contact numbers. Do they really expect us to believe that their supervisors don’t have telephones or that we, as customers, can only request assistance through a web site?
Today our web developer is shopping for a new gateway.
GoodBuyGuys.com is your online source for Shurtape gaffers tape, Duracell Procell batteries, MagLite flashlights, Nashua duct tape, Bay State wire ties, Enterainment 1 extension cords , OnStage Stand mic stands and quality speaker cables. Need customer service? Ask for Jeff Harrison by name! (that’s me)
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