E-Mail Customer Service Complaints

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.

  • isobel montgomery
    March 20, 2008 at 9:56 am

    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

  • Dave Manero
    April 29, 2008 at 2:54 pm

    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.

  • ihsan
    June 7, 2008 at 3:09 am

    i lost mi ids ahsan7269847, ihsan6009

  • ihsan
    June 7, 2008 at 3:23 am

    plz send my passowrd of my voip idds and help to get my cridecy plz

  • ihsan
    June 7, 2008 at 3:25 am

    plz send my passowrd off my voip idds

  • beto t.
    July 17, 2008 at 11:59 am

    you aint seen nothin. i work for teletech in guadalajara. teletech is a global company. Sprint/nextel outsouced a lot of their jobs overseas to save money…funnything is, the way we´re trained out here is so ambigous that when we are out on the floor taking customer calls on everything from problems with the phone to changes in service, and yes, of course billing issues, and we have questions on how to handle customer issues, we are always in jeopardy of doing it wrong. Only when our sales for new price plans, extensions on contract or new phones go up do we get help here by our superiors who have the knowledge of truly helping customers out. those who don’t sell well are always being told that their “customer’s issue resolution” is poor, and you may loose your job. The thing is, customers aren´t the respondants on customer resolution, but the “deported homies” from the usa-who speak english real- are the actuall determining quality agents…the ones who have been patted on the back for ..uh hmmm.. extending customers contracts, mostly without customers knowledge cuz all they were doing was adding on a service, and selling pones that are suppose to be compatible with Sprint services and price plans.Yup this aint a joke. i see this everyday.Except my day off of course. Things should be done right. Plus i shouldn’t loose my job for knowing how all this affects you all, and crying FOUL hear.

  • rosa
    July 29, 2008 at 4:15 am

    been having problem opening my inbox,am a student in
    Republic of South Africa

  • jackie Malcolm
    August 27, 2009 at 12:02 pm

    over 200 emails in 24 hours
    they also have my yahoo email
    Help please!

  • Shanna
    July 16, 2010 at 11:19 pm

    Verizon Customer Service Horror – No way to contact supervisor.l
    I have not had my phone working since Monday July 12th, I called Verizon to schedule a repair and was told the problem was outside and a representative would come out on Thursday (once again my issue started on Monday).
    On Thursday I get a phone call from the Verizon Rep who asks if I’m home, where I proceed to tell him that my problem is outside why would I need to be home.
    I come home from work that night and surprise, surprise the phone isn’t working.
    I call Verizon again, and they tell me that another representative has to come out to finish the job and they would be out on Friday and we would be the 2nd job on the techs list.
    Well, surprise, surprise, I get a phone call from someone at the house, from their cell phone, telling me the house phone isn’t working yet. I once again, call Verizon and I’m told that a technician will be out by 9:00 pm (this call was placed at 4:15 pm).
    I get home from work and call Verizon at 6:05 pm to check the status on the technician and once again I am told he will be here by 9:00 pm.
    By 7:30 there was still no technician, I call Verizon again and once again I am told a technician will be out by 9:00.
    at 9:01 pm I call verizon again, I get 1 representative who tells me that the technician will be out tomorrow (the 16th) by 2:30 pm. I ask why didn’t the technician come out today like I’ve been told all day and he didn’t have an answer.
    I ask to speak to a supervisor, he puts me on hold, comes back on the line and tells me the supervisor’s line is busy and he can’t transfer me to anyone, I ask to be placed on hold and he said he can not place me on hold. I again ask (in a loud tone by this time) to speak to a supervisor and the representative stated he can not get me a supervisor and he could not keep me on hold because he had to answer other calls, I told him how could he answer other calls if he’s not done with my call, he said he couldn’t help me and I should call back. I told him I would not hang up and if he wanted to answer his other calls he would have to hang up. He hung up on me.
    I then call Verizon again (by this time at 9:50) and get another representative, I immediately ask to speak to a supervisor, she places me on hold and tells me the line is busy, when I ask to be placed on hold I get the same response as the gentleman before me, they can not place me on hold. she asked for my account information (which I repeated for the 5th time today) and she said the technician noted at 6:30 pm that he would not be able to make it to my home to fix my phone, I asked why no one told me on the multiple previous phone calls I had placed and she didn’t know the answer.
    I have not had a lan line in my house all week and have been treated like crap by the customer service representatives. In a time where there are multiple phone companies someone can move too, this company should be concerned about their customer service representatives and how they treat their clients. When a customer is told a technician is coming, the technician should come. Not everyone in my household has a cell phone and we have a senior citizen who is not in the best of health, if he had to call 911 at all this week, he would have had to wave someone down to get their attention, if he would be able to walk. At this point I am sick and tired of Verizon and am looking to move onto another company.

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