By Joel Bowman, on January 3rd, 2018% Although the impetus for this blog was a “customer service” call I experienced with the “help” available at Charter/Spectrum when my cable was out, most everything here applies to all companies that assume artificial intelligence can serve customers as well a breathing, thinking, human being. Eventually, my problem was solved—but not before I developed a deep and abiding hatred for Charter/Spectrum in spite of a long history of good service from the human technicians who work for the company. Here’s the story:
I was at home nursing a very sore back (which probably reduced my tolerance for the stupidity . . . → Read More: Customer Service
By Joel Bowman, on June 20th, 2012% While we don’t always get good customer service, I hope that we (you and I) always do our best to provide it. This blog post is a follow-up to my previous post on Gas Pains. When I wrote that blog entry, I had received less-than-wonderful customer service from #Napoleon Fireplaces and blogged about my experiences attempting to get a new plastic knob to control the gas valve on a Napoleon gas log insert. You can still see much of the discussion on Facebook, although at this point you’ll need to search for it.
To summarize, the original gas knob, . . . → Read More: Customer Service
By Joel Bowman, on May 9th, 2012% This blog is not about eating too many beans…. Some gas pains are worse than others.
This is the story of my experience attempting to replace a $2 plastic knob on a Napoleon gas log fireplace. You may have had a similar experience with one product or another, or you may encounter something similar in the future. In the days before social media, sharing similar stories with a sufficient number of people to influence corporate behavior would have been extremely difficult if not impossible. The sharing part is relatively easy now. What remains not so easy is influencing corporate . . . → Read More: Gas Pains
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