I'm not saying things should go back to the good old days of the pre-1960s when everyone at at the dinner table, and mom and dad wore good clothes (picture Ward Cleaver in a suit and tie!), but the 21st century has already seen (by me) some pretty crappy customer service levels.
Of course, I would be remiss if I didn't say that I have enjoyed EXCELLENT customer service from many a restaurant, shop or service - so: Kudos to LEGO (in-store and help line), Coca-Cola (marketing), Fat Bastards and Burrito Boys, Manchu Wok, Mister Sub, Quiznos, Shell, and of course all of the small business I deal with such as my garage, barber, etc.
I'm a pretty friendly guy, and will not have to go out of my way to ask how someone is doing… it's as easy as a smile, which I also provide for free.
So… it is troubling when I feel compelled to write a diatribe about some crappy customer service received.
It IS my right to expect excellent customer service. And yes, you are correct… if I don't like it, I can go somewhere else… and I have. Crappy haircuts from First Choice no more - regardless of the fact that I enjoy the rapper between myself and the hairstylist.
Now.. while I have railed on, in the past about CIBC - and I know many of you loyal readers have as well, I will say that I was impressed by them when they tracked me down and physically telephoned me to discuss my complaint.
Someone was actually monitoring their social media (Twitter, Google, Facebook etc.) and saw my complaint.
It took two days, but they spent the time to track me down and actually apologize for the shoddy behavior of their credit card department - even though it is essentially a separate entity from the bank.
Now, now… I know nothing is perfect, and many of you have issues with the CIBC and CIBC Visa - I know.
Just know that social media is an effective tool.
Except when it comes to companies that simply don't give a crap about you and your opinions… like McDonalds, KFC, and god help me - Rogers Communications.
Anyone can mess up an order for food, or have delays - it just shouldn't be a 15 minute wait for an Angus burger or 15-minute wait for a burrito (that happened last week at KFC). Meanwhile… the drive-through is served quicker and sooner… I watched cars move in and move out, with packs of food larger than my own.
It's an Angus burger… a common product, not a camel hotdog that needs to be found in the bowels of the freezer in the basement!
But Rogers… Rogers….
My wife's great aunts used to babysit Ted Rogers father… and the Rogers family put the great aunts through school.
My father-in-law wrote a book on Reginald Fessenden - radio inventor - and met with Ted Rogers.
Myself, I have sat in Ted Roger's private box for numerous baseball and soccer games, as an employee of Rogers Communications.
We have a history… and a good one.
But one, whose near past and present continues to be tarnished by incompetence and plain old rudeness.
It's sad, really.
Maybe I expect too much… Maybe CIBC shouldn't have tracked me down after I wrote a nasty blog, and maybe shouldn't have apologized… then I wouldn't feel so slighted by companies like Rogers Communications.
It's been weeks, months and even years - with nary an acknowledgement. Granted this is a pretty small blog… but is there not someone monitoring social media to respond to either libelous comments or legitimate complaints?
I've previously beat my head against my desk trying to deal with people at Rogers over the incredible lack of service regarding my E-mail address that suddenly became blocked… with them simply stating there was nothing they could do about it.
There were all the people - twice now - calling me up offering me fantastic savings… but when one was interrupted by a fire alarm (yes, a legitimate excuse), they never called back.
When one called to offer me a MORE than half-price bundle that would save me around $1300 a year if I switched to Rogers for a 2-year plan… after I mentioned that I was a loyal Rogers customer, I was hung up on with nary a word.
And still… no one from Rogers has ever reached out (the way CIBC did) to apologize.
As such, I'm going to write about Rogers more often. Like now. At least one of us is trying to communicate… you know… like that big word that makes up part of your name…
So… Rogers Communications doesn't care… I have experiences (and lack of experiences) that effectively back up that statement. Rogers does, too… as I would imagine it monitors it's call centers for accuracy… they can check their own RECORDED phone records to see if I am lying or mistaken.
I'm not.
The in-store folks at LEGO had previously thanked me for a compliment mentioned in an earlier blog - showing that some companies keep an eye out.
Which also worries me regarding Bell Canada - hello?
Andrew Joseph
