Rant – Lack of compensation by big companies
If I make a mistake and forget to pay a bill, I get charged a late fee. If a big company screws something up that I then have to spend hours on the phone with them to get it fixed, I am expected to just accept “We are sorry that it happened”. No, it ain’t fair at all.
There is no accountability any more. Companies just blow it off because what does it really matter? What are the real losses incurred by 1 pissed off customer? Well, if that customer posts about it and enough people read it then I would think quite alot of losses.
If I make $25 an hour and need to spend 5 hours on the phone to fix your screw up, don’t be an ass of a company and try to get away with “So Sorry, will that be all?”. Give up some like form of payment. Give your customer service representatives the ability to turn rightfully disgruntled customers around. And above all, don’t make the customer ask for compensation.
Case in point, Me vs. Verizon FIOS. FIOS is great, long live FIOS. But honestly, Verizon’s way of cross billing and how one component of the company provides the service, then another part pays for it and then rebills the customer has got to change.
Let me state this clearly, “I have never had a problem with FIOS service. It has worked perfectly for almost 2 years”. I have, however, had to call Verizon about 15 times over the past 8 months. I have spoken to at least 45 representatives on a billing issue and spent about 10-15 hours on the phone.
The issue was finally resolved by one agent who actually listened to the problem, found the issue and proposed a solution. That solution was canceling my account and creating a new one. At the time my service had been disconnected (even though I had a $0.00 balance due), so I figured it was worth a shot.
In the end, it worked out and I received 3 months of service for free. Not exactly a heap of cash, but at least they tried.
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