What about Amazon? I've never talked to anyone on the phone, but I've had them take care of fucked up orders immediately with little question. Dented book? New one is on the way before I even drop the old one off at UPS.
American Express? Quick call and fraudulent charges are immediately removed.
As such, I spend millions of dollars through American Express and virtually all of my retail shopping through Amazon. I've dumped service providers who don't accept American Express and avoid purchasing countless products not offered for sale through Amazon.
My response to inadequate customer service is as follows. In the name of efficiency I'd recommend the following:
1 - Answer about problem being resolved
2 - Problem not resolved (24 hours)
3 - Inadequate answer
4 - I am sorry I will have to issue a charge back for your failure to deliver on services as represented.
5 - Problem solved, either by me or them.
I think the point with Amazon is: if something goes wrong, they give you your money back. Once the post man wasn't able to deliver, before I even realized, I had the money I paid back on my bank account.
Negative example eBay: when something goes wrong, they take no responsibilty and ask you to take a lawyer if you are not satisfied with that. Even with pure humans this is fast enough.
American Express is so completely unlike the other providers when it comes to engendering customer loyalty (cardholder since the 80s), it makes me think there has to be room for a Visa/MasterCard provider to distinguish themselves through customer support.
And agreed for Amazon as well. Their support is good enough it changes my shopping choice. I'll choose Prime even if the item is a bit more to be sure to ship from their warehouse and have their service.
American Express? Quick call and fraudulent charges are immediately removed.
As such, I spend millions of dollars through American Express and virtually all of my retail shopping through Amazon. I've dumped service providers who don't accept American Express and avoid purchasing countless products not offered for sale through Amazon.
My response to inadequate customer service is as follows. In the name of efficiency I'd recommend the following:
1 - Answer about problem being resolved 2 - Problem not resolved (24 hours) 3 - Inadequate answer 4 - I am sorry I will have to issue a charge back for your failure to deliver on services as represented. 5 - Problem solved, either by me or them.