Katastrophe
July 21st, 2008, 01:38 PM
[RANT=ON]
UGH!
So, the Mommymobile (05 Hyundai Santa Fe) breaks down this past weekend, where the A/C stopped working on a 100 degree (Fahrenheit) day. We were about 15 minutes away from home, so we rolled down the windows and made the best of it until we got home. Mrs. Kat, Baby Kat and I were a little sweaty, but otherwise okay when we got home.
Took it in to a trusted local shop to look at it (thought it was a broken belt). Turns out it was the harmonic balancer. :thwap: That meant that it was a warranty issue, and I had to deal with the dealer. The dealer gave me a number to call for customer service, which I called. The automated message gave me a second number to call for my particular problem. I called that number. I went through the following process all the way through TWICE before I was given a third number to the correct department, which handled the problem efficiently and quickly, with nary a hiccup.
Note to customer service companies:
1. I really don't care if the call center has been outsourced overseas. It brings much needed jobs to areas of the world that need them, and it's good for the CS company's bottom line. But, couldja please, PLEASE use the name your mama gave you? I know for fact certain that in the area I was calling that there are few people with the name of "Mike." It does nothing to shorten my wait to talk, and does not give me a sense of familiarity with the operator. In fact, don't tell me your name. If I have a complaint, I won't be able to use it anyway, nor will I be able to contact you directly after we terminate the call. My freakin' car is broken down and I just need a tow, 'kay?
2. Don't interrupt me with inane questions. Let me finish with my problem, and maybe that'll answer some of the questions that you have. You should be able to look up my information on your computer from when I bought the car. I'll confirm the information when you give it to me.
3. Don't transfer my call. Listen to the problem, find a solution and implement it.
4. If the person to whom I'm speaking is not able to make decisions to help me with my problem, then WHY do I have to go over the same story with them before I can get someone who can really help me? GRRRRR.
5. If I have problems understanding the person that I've been transferred to, don't tell me that there is no problem because the phone on YOUR desk is turned all the way up. The volume's too low, period.
6. No, I don't have my VIN number "handy." If you had been listening, I stated that the car is at a mechanic's shop, and I don't carry my insurance card around with me. It's all on my information that you looked up when we went through my story the first time. I just want a tow to the freakin' dealer, please?
7. No, this tow is not part of a "package," that I purchased separately from the vehicle. Part of the selling points on this vehicle were that I had free roadside assistance, to tow my vehicle should a breakdown occur. I am not responsible for the towing costs above $50.00. The other car you have listed was traded in over a year and a half ago, and is not part of this discussion! I don't care that I have the "package" on that car, thank you. Can I have my tow now???
8. If you are going to transfer me to yet another number, please tell me why you couldn't handle my problem, since I was transferred to you in the first place. Car broke. Need tow. Hot day. No A/C. No A/C bad in Texas during summer. Need car fix. Tow car, please?
[/RANT OFF]
Sorry this was long. Had to vent.
Incidentally, the last call I made took 5 minutes to complete, and the tow was arranged. The tow truck driver called me with his arrival time, and we met within two minutes of my arrival. That one operator was able to complete in 5 minutes what the previous two calls, 5 transfers and three holding times couldn't accomplish in an hour.
Jackie with Hyndai Roadside Assistance, you are a saint. As promised, I took your survey at the completion of my tow and gave you all "Excellent" marks, wishing that I could give higher. Kudos to the service guy at the Hyundai dealer who listened to my problem, apologized for the difficulties I was having, and found a solution within 2 minutes. That's good CS.
Thanks for reading this mini novel. I now return you to your regularly scheduled day!
UGH!
So, the Mommymobile (05 Hyundai Santa Fe) breaks down this past weekend, where the A/C stopped working on a 100 degree (Fahrenheit) day. We were about 15 minutes away from home, so we rolled down the windows and made the best of it until we got home. Mrs. Kat, Baby Kat and I were a little sweaty, but otherwise okay when we got home.
Took it in to a trusted local shop to look at it (thought it was a broken belt). Turns out it was the harmonic balancer. :thwap: That meant that it was a warranty issue, and I had to deal with the dealer. The dealer gave me a number to call for customer service, which I called. The automated message gave me a second number to call for my particular problem. I called that number. I went through the following process all the way through TWICE before I was given a third number to the correct department, which handled the problem efficiently and quickly, with nary a hiccup.
Note to customer service companies:
1. I really don't care if the call center has been outsourced overseas. It brings much needed jobs to areas of the world that need them, and it's good for the CS company's bottom line. But, couldja please, PLEASE use the name your mama gave you? I know for fact certain that in the area I was calling that there are few people with the name of "Mike." It does nothing to shorten my wait to talk, and does not give me a sense of familiarity with the operator. In fact, don't tell me your name. If I have a complaint, I won't be able to use it anyway, nor will I be able to contact you directly after we terminate the call. My freakin' car is broken down and I just need a tow, 'kay?
2. Don't interrupt me with inane questions. Let me finish with my problem, and maybe that'll answer some of the questions that you have. You should be able to look up my information on your computer from when I bought the car. I'll confirm the information when you give it to me.
3. Don't transfer my call. Listen to the problem, find a solution and implement it.
4. If the person to whom I'm speaking is not able to make decisions to help me with my problem, then WHY do I have to go over the same story with them before I can get someone who can really help me? GRRRRR.
5. If I have problems understanding the person that I've been transferred to, don't tell me that there is no problem because the phone on YOUR desk is turned all the way up. The volume's too low, period.
6. No, I don't have my VIN number "handy." If you had been listening, I stated that the car is at a mechanic's shop, and I don't carry my insurance card around with me. It's all on my information that you looked up when we went through my story the first time. I just want a tow to the freakin' dealer, please?
7. No, this tow is not part of a "package," that I purchased separately from the vehicle. Part of the selling points on this vehicle were that I had free roadside assistance, to tow my vehicle should a breakdown occur. I am not responsible for the towing costs above $50.00. The other car you have listed was traded in over a year and a half ago, and is not part of this discussion! I don't care that I have the "package" on that car, thank you. Can I have my tow now???
8. If you are going to transfer me to yet another number, please tell me why you couldn't handle my problem, since I was transferred to you in the first place. Car broke. Need tow. Hot day. No A/C. No A/C bad in Texas during summer. Need car fix. Tow car, please?
[/RANT OFF]
Sorry this was long. Had to vent.
Incidentally, the last call I made took 5 minutes to complete, and the tow was arranged. The tow truck driver called me with his arrival time, and we met within two minutes of my arrival. That one operator was able to complete in 5 minutes what the previous two calls, 5 transfers and three holding times couldn't accomplish in an hour.
Jackie with Hyndai Roadside Assistance, you are a saint. As promised, I took your survey at the completion of my tow and gave you all "Excellent" marks, wishing that I could give higher. Kudos to the service guy at the Hyundai dealer who listened to my problem, apologized for the difficulties I was having, and found a solution within 2 minutes. That's good CS.
Thanks for reading this mini novel. I now return you to your regularly scheduled day!