E-Mail Customer Service Complaints

March 14, 2008
Few things annoy me  as much as poor e-mail interactions with companies I either purchase from or am thinking of purchasing from. I am sick and tired of companies who send me an auto-response e-mail and then never follow through with the promised e-mail.

Generally, the situation is improving but it is still far from perfect and there is a long way to go before online customer service gets to the point where I would call it great. One of the reasons Amazon does so well is that they have really focused on customer service and it shows.

TMC's David Sim's (articles, blog) addresses this very issue in a quirky post called Newton's Law of E-mail, which as you might imagine discusses how every e-mail has an equal and opposite e-mail.

I am told this law has some applications in other fields as well.

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Comments to E-Mail Customer Service Complaints

RE: E-Mail Customer Service Complaints

dear sir can u fix out my bill properly u sent me a bill for 27 pound and should b 10 pound a month for a year i only av the net i dont av a phone my account number is 059944503 56 victoria st bham b95aa pass word is dannie thanks

 
By isobel montgomery

RE: E-Mail Customer Service Complaints

Here's my story and what I told Sprint. This is after (9 months ago) I was on my way to execute overseas orders and they really made it hard to cancel my service then they tried to penalize me $250. After going through the "call gauntlet" (drone to "manager" to "big manager"), they finally let me off the hook and "hoped I'd be encouraged to "use Sprint again." Ha! fat chance now. Anyway this in response to their "special offer" to give me a $25 rebate for my old phone...

I was offered a rebate of $25 for my Sanyo cell phone. The deal said that if I didn't have an Sprint accout anymore, then I would receive a check. Alas, when the "rebate" arrived, it was a credit for $25 on my non-account. Thanks but this does nothing for me and is not in accordance with your offer. If there was any chance that I would use Sprint ever again, then please come clean with your offer and send me a check for $25 (per your offer). If I don't hear from you, then you can count me out for life and I will hit those blog sites hard, beleive me. Also. please save some time and forget about giving me the "Well sir, our policy is..." generic e-mail. Sorry if I sound a bit cynical but the "special offer" you made seems like far too fair a deal to come out of Sprint. How about spending 25 bucks now on starting to turn your company's somewhat questionable reputation around?

Thanks in advance.

 
By Dave Manero


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