January 21, 2009, 6:00 am

When the Product is Good but the Customer Service Sucks

by: The Financial Blogger    Category: Miscellaneous,Personal Finance
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– rant – rant – rant – rant – rant

Buy it and use it, enjoy this incredible product but please, don’t ask us for any questions. After all, we are only there to sell. After sale service? Sorry sir, I am not paid for this; there is no commission attached to it. Customer service? Oh yeah… I remember, there is a number right on this marvellous pamphlet of this crazy thing you just bought. Now, if you excuse me, I will turn around and answer non-client-yet questions… There is possible commission attached to them.



I’m sure you already had that feeling 😉 Those teenagers that act like puppets created by their monstrous company. Train to sell but hell, don’t ask any questions. Just pay the damn thing and leave 😉

This is what happened to me when I purchased those USB internet key from Roger’s (oops… did I say ROGER’s?). Those new keys are supposedly amazing since you just have to plug them in and you get full (high speed) internet access anywhere in the world. Isn’t that amazing? Well, if the USB key works, I guess it is!

I got the key (for free) and paid for a part of the contract as a Christmas gift for my dad. He is living in a remote area (surrounded by deers and wild ducks!) and it was the only way to get internet (beside satellite internet which is crazy expensive in Canada). So on Christmas’ eve, we realize that the key does’t work (!).

I stopped by another Roger’s boutique since I saw one while I was shopping. 3 kids were watching You Tube behind their counter. Not really interested in me since I was not there to buy anything. However, they confirmed that the key was not working (oh my god!). One kid actually lifted his ass off his chair (after he pauses his video) and plugged the key into his computer. Nothing happens (duh!). So he tells me “sorry sir, can’t do anything, you must go back to the boutique where you purchase your USB internet key. They will give you another one”.

All right, fair game. It’s stupid but hey! Who am I to argue with a 16 year old kid watching You Tube instead of doing his job? (Minimum wage, minimum effort I once heard…).

I get to the other boutique 2 days after. Another kid answers me. He looked very empathic to my situation but “unfortunately, couldn’t help me out”. I had to call a 1-866 number in order to receive a new USB internet key. Pissed, but determined to settle this issue the very same day, I left the store.

The good news is that I was in a shopping mall with a Starbuck’s right in front of the Roger’s stand. So I took a nice coffee, opened my laptop (start blogging) and called another kid at the “customer service center”. “Deejay” answered me after a 15 minutes wait (thank god I had my Ipod in the other hear!). After 2 minutes, he concluded that my USB key doesn’t work (no shit!). He told me that I needed to go to the Roger’s store I bought the key to get a new one.

BANG! “well my friend, you will stay on the line with me and wait 30 seconds because you need to talk to your friend at the boutique”

“hey, there is someone on the line for you”.

You should have seen the face of the kid when I gave him my cell phone. I never took a sip of coffee that tasted victory like this!

2 minutes later, I was getting a brand new key that worked!

While I bitched for about 500 words against customer service, I will still have to admit that the product itself is amazing. Once plugged, the drivers are getting installed instantly and within 10 minutes, you are on the internet and it is almost as fast as high-speed cable. Quite impressive.

My advice if you buy a USB internet key; bring your laptop and install it on site!

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Comments

That is a pretty smart way of getting things done.

It irritates me when I get there with a problem and have to trudge back home to get my laptop to fix the problem.

Hence the lust for a small mini portable laptop I can fit in my purse… hmmm…

Fabulously Broke in the City
Just a girl trying to find a balance between being a Shopaholic and a Saver.

Damn thats good. Glad I never did that to customers when I was in retail. Then again, they were never dissatisfied with me.

since then, I always carry my laptop with me any time any where 😉

Very entertaining post! I know so many retail stores (usually electronics) that hire employee’s who absolutly do nothing at work. Then if you have a problem, you have to go through all this red tape: calling customer service, staying on hold, going back to the store etc, it’s rediculous.

Most of the time when I shop, I do all my research online, then buy it and hopefully when you get home everything is good. I feel sorry for the people who let “sale’s clerks” tell them what the best product is.

Interesting post!! Actually, I was reading a fascinating Customer Service Satisfaction survey done among a few thousands of people in nine countries. In 2008, customers are more inclined to switch suppliers because of poor customer service!! According to that survey about 2/3 of the respondents who have changed their supplier last year did so because of poor service (yupp that’s high!!!!!).

You should submit an official complaint (and almost a nightmare!!) to the CRTC on this subject!!! 😉

I kinda want one of those things. How much for the usb and how much per mo.?

I probably don’t really need it b/c most of the places I go have hot spots but they just look so cool!

by: The Financial Blogger | January 21st, 2009 (9:49 pm)

Sophie,
maybe you should send me a copy of that survey. I’ll forward it to Roger’s 😉

by: The Financial Blogger | January 21st, 2009 (11:11 pm)

Sam,
they are cool 🙂

the usb key is free. I got my father a flexible rate that start at $48 a month (taxes, fees, included). If he uses more than 500mb (or is it 1gb?) it increases by $5 per step.

it’s more expensive than internet cable but you get it everywhere which is pretty cool 😉

by: TKO from Ontario | January 22nd, 2009 (12:23 am)

Very entertaining post,

Once again FB shows off his rough and tough nature, doesn’t take crap from nobody.
Kinda like Polish toilet paper.

If you think Rogers is bad though, for a truly painful experience try Bell.

Ps For awesome customer service try Colombia, for really shitty service try Panama.

Test Failed. Sorry TFB. 🙂

Sweet!!