2 Followups On Negative Customer Service Issues; eBay And AT&T
Posted by Mitch Mitchell on Nov 18, 2010
I’m big on customer service. When it’s good I’ll point it out; when it’s bad, I’m also going to talk about it. I’ve had a couple of negative things occur lately, so to speak, and I’m going to talk about the aftermath of both of them; neither has ended well.
Let’s start with the tale that I told on this blog about buying something used on eBay. The overview is that I bought something, a Palm T/X, it didn’t work right, sent it back, guy fixed that issue, something else immediately broke, I sent it back again, and then I hadn’t received anything, ever. Guy wouldn’t return either phone calls or email; very irritated. And the thing is I knew he wasn’t going to fix it, and he wouldn’t even think about just sending me a different one.
Here’s the aftermath, since I wrote that post on 10/5. I wrote the guy 2 more times and left a phone message once more; nothing. I kind of outed the guy on Facebook by mentioning his name, but I never pursued it, as I knew it wasn’t going anywhere, and my heart really wasn’t in it to go that route. Finally last week I talked to a lawyer about my options; it was a quick down and dirty thing. He said I really didn’t have any. Sure, I’d paid m money and I had a registered note saying he got it, but if I wanted to file a small claims suit against him I’d have to go to his state, which was Michigan, and for the $151 it cost me I’d lose more money than I’d get back.
Knowing that, I figured I’d write him one more time. In that letter, I threw in that I had spoken to a lawyer, which I had, and that it was recommended that I try to work it out with him, which was kind of true. That letter got a response, and the guy said he thought he’d sent it back months ago; yeah, right! He mentioned in the letter that it bothered him that I went to a lawyer. I wrote back that all I wanted was my Palm back and asked what he’d have done if he’d been in my shoes and hadn’t received his product in almost 4 months.
That didn’t get a response, but today, finally, I did get my Palm back in the mail. The alarm still doesn’t work, but everything else does, and man, I really have found that I need my database and my calendar with me, even without the alarm. That plus it can connect to the internet if need be, plus I can use it as a reader and for a host of other things; I’ll deal with it. So I have it back, but I really still can’t say it all ended well.
The next story is new to some of you, especially if you don’t read my business blog. It involves the negative process of trying to get a replacement phone from AT&T, then finding out that we had insurance where my wife could have gotten that replacement instead, and how the processes for everything were very long and convoluted. I complained that in this day and age it shouldn’t take an hour just to set up on a new plan, or, after I learned about the insurance, to put in a claim. If you want to see more of the setup, go to that link.
Here’s the follow up. My wife and I started thinking about all of this and we got irked. It cost us $50 to replace her phone after I’d been paying insurance on both her phone and my phone for more than 2 1/2 years. At $5 a pop, that’s around $300. The replacement phone they sent her looked nice, a Samsung Propel, but when I looked it up it was a 2-year old phone that they don’t make anymore; and it was refurbished! Come on, they couldn’t send her a new phone after all these years for what I’d been paying for insurance, even after spending another $50 for it? All for the privilege of not having to sign a new 2-year plan?
And that’s not all. My wife loved the look of the phone and loves the keyboard, but it’s a power hog. We thought that the phone was brand new, and it still might be, but the battery wasn’t holding a charge. So I spent another $20 to buy a new battery from a local battery company, only to see that the new battery also won’t hold the charge. That means it’s the phone; sheesh!
At this point there’s no recourse for that, so we’re stuck with it for at least a little while. I did call and cancel the insurance, and I told the guy why. I mean, if we’d just stuck with the new phone after the rebate it would have only cost $20 and it would be working great. Turns out phone insurance is a joke, and that’s irksome. Turns out you can just keep buying new phones, even if your plan isn’t completed, as long as you’re ready to sign a new one, but you can still keep whatever you had on your old plan; that’s what I have now. So, I feel like an idiot of sorts, but what can you do, right?
So, nothing else on eBay that I can see, and I’m going to have to think about my association with AT&T after 15 years when I’m ready for a new phone and a new plan, since I figure the next time around I’m probably going to have to get a new plan anyway. Kicking and dragging into the new technology; thy name is Mitch!