What's the best way to complain about rotten customer service and is it worth it?
August 5, 2004 7:59 AM Subscribe
I want to complain to a company about rotten customer support. How do I do it and is it worth doing? [more inside]
posted by frenetic to Human Relations (11 answers total)
Here's the sad story. (Skip to the next paragraph if you don't care about the particular details of my issue.) I bought an Apex brand 27" flat screen TV (it was cheap and the nicest looking one at Best Buy.) I had it 43 days and it died on me. I didn't buy the extended warranty thing at Best Buy so I'm dealing with the company because I'm over my 30 day return time. The Apex customer support phone line is constantly either busy or there's an hour+ wait. Sometimes when you wait for 45 minutes and get to #4 in the queue it just hangs up on you. Sometimes when you wait the hour and get through to an annoyed sounding customer support woman, she takes down your name and phone number, listens to your problem, asks to put you on hold and then after waiting for 10 minutes the line drops on you. The closest I've come to an actual solution is being told they're totally going to find me a local service center (I'm in Canada, which I guess complicates things) to drop this TV off at and they're totally going to call me with the location within X number of days, and they just plum don't call. Then, like, today, I have to spend 2-3 hours of my life trying to get through the phone line again just to be told the same thing.
I'm a pretty laid back guy and I'm not much of a "demand to get the manager on the phone" type of person. But I've dealt with customer support with lots of other broken things I've owned and I've never had as annoying and as time consuming an experience as this. I'm not too big on the idea of reaming some poor slob out over the phone (also I'm not sure how good I'd be at it), but right now I'm feeling like I'd be a tremendous wimp if I just suck this up and don't register some sort of complaint to let the company now how crappy one of their customers is being/has been treated. But who do I complain to? Is there a department for serious thoughtful non-crank complaints? And is there any point or are they just gonna chuck it in the garbage? I'd love to hear people's advice and experiences.