Have Some Customer Service..
by Kyle Leishear
It seems like with every new piece of technology that
arrives in the store brings with it two things 1) higher
anticipation for the next great thing, 2) What to do with my
old thing. However, I realized that one thing gets
overlooked severely. That one thing is a very simple thing
that most others just don’t think about and that is customer
When people go out and spend money on a brand new gadget
they go into the deal knowing that one day their new toy
will fail them. That cell phone won’t make your phone call
or that laptop won’t connect to the internet. When that
happens you are desperate to get their problem fixed and
most often than not that means a call to customer service. A
call not many people look forward to.
Long ago, companies took pride in customer service. Handling
situations directly with the customer and getting the
problem fixed was priority number one. Now , customer
service seems to be a tossed aside kind of job, a lonely
place where people sit for hours at a time getting yelled at
and not really solving many problems.
On average, the wait time to getting the situation
completely resolved is 6-8 weeks. Eventually companies get
so frustrated and just have you ship the piece of equipment
to them and then they “fix” it and send it back to you. That
isn’t so bad but sometimes you still don’t get the problem
fixed. At which point some companies kind of throw up their
hands and say “I don’t know what else to say”.
Some companies these days outsource their customer service
to another entity taking you even further away from the
manufacturer in which to get it fixed. A lot of times
computer companies have their customer service reading from
a script to help you diagnose your problem. God forbid you
ask them a question as it would throw them off of their
script. How is a script going to help you solve a problem?
Now I am sure the script does work for certain things, but
something is missing.
Apple for example has a buffer between themselves and the
customer and they're called “Apple Geniuses”. You take your
Apple product to an Apple Store and a person who Apple has
deemed a “Genius” takes your equipment and tries to solve
the problem. However if it can’t be fixed there they tell
you to contact Apple and have them solve the issue.
Then you can run into the dreaded “we no longer support this
equipment” responses from customer service. Now while I can
understand that a life cycle of technology is quite limited,
but one would think they would at least keep some type of
support for those don’t want to keep spending thousands of
dollars on the next laptop on the market. Some people just
like the one they have and want that laptop to keep working.
Now of course you are going to have those who have never
ever in their lifetime had a bad experience with customer
service. To them I say you are so lucky not to have to deal
with the long hold music, the “I will pass this onto my
supervisor” only to be hung up upon, or the dreaded “your
call is important to us but your wait time is 30 mins, we
are experiencing heavy call volume please hold”. That is the
worst as you sit there and watch your life tick away on a
clock just wanting to get your internet back on, or how to
fix a simple problem that after they fix it you are still
mad you had to wait all that time.
Customer service is a thankless job and at times when I have
to deal with them I try and be as polite as possible for I
know that their job is not very fulfilling. However I am not
taking shots at the actual customer service people, who at
times don’t seem human, instead I am taking shots directly
at the companies of the major technologies who provide
subpar customer service centers and employ a mindset that
makes them feel they can do whatever they wish to the
customer and suffer no repercussions. Most of the times they
are right, people will suffer and suffer and still line up
for the next iPad that comes out or the latest iPhone that
comes out and deal with all the same problems all over
again; All in a quest to have the latest and greatest piece
of technology to show off to their friends.
With every day bringing us some new fantastic advancement in
technology whether it be for personal or professional use
customer service still seems to be stuck and mired in
archaic and medieval times. Hopefully the companies can see
this and respond by actually caring about the customers who
purchase their equipment and allows them to continue to
bring us closer to a future we often see in the movies. Now
if you excuse me I have an approximate wait time of 15
minutes with my cable company over why my TV picture froze.
I am going to bet they just tell me to reset my cable box,
but I just want to make sure they get their monies worth out
of me. Until then I shall see you on the brighter side of
life and surfing the internet.