General information Informative - Must read.... - Appliances

Review by witnen on 2006-12-17
So, I have a few bones to pick. I answer calls all day for people who are calling in about their appliances. I enjoy speaking with the majority of you, but the rest make my day pure hell. Has it ever occured to you that if you are calling in the customer service lines because you need something, you should be nice to the person you are calling? do you think that maybe they will want to help you more? Well, that is how it is. Generally, the people who are pleasent to speak with and call prepared, I go way above and beyond for. The people who are rude, yell, are not prepared or swear I do not tend to respond well. Now I know that you are having a problem with the company, the appliance or just your day in general but you do not have to take it out on us. we are just the people who attempt to get you scheduled for service. I dont mind if you want to vent, just dont direct it at me! I didnt break your appliance, I am just trying to help. Okay next thing..... When you call to get service dont you think that you should be prepared? like having the MOdel, serial and date of purchase? I mean come on....we are not mind readers, we do not have records of everything. You need to be responsible for your OWN RECIEPT!!!!! I mean how hard is it to keep a reciept? Tape the damn thing on the back of the fridge! put it in a folder...it cant be that hard. that is important information that determines your warranty people. okay, 3rd thing, dont call to schedule service while you are at work. most of the time you do not have time to stay on the phone, or you do not have the items necessary to schedule the service so therefore, you will have to call back. I just dont understand what is so hard about sitting down, picking up the phone listening to the recordings and answering them. it would make everyones lives easier. Just remember even though we are helping you on the phone does not mean that we are not consumers too! I shop just like you folks do and run into the same problems. Ijsut show more respect, when you show that to someone whether it is on the phone or in a store they are 99 out of a 100 times going to get you what you need. Just keep that in mind. thanks.
Comments:5 Replies - Latest reply on 2006-12-17
Posted by Nohandle on 2006-12-17:
Thanks for your informative on what it is like being on the other end of the telephone line. Many of us tend to forget this. Also, many of us have been passed from pillar to post and by the time it's your unfortunate duty to pick up on the incoming call you have to endure pure frustration from the consumer.

You didn't mention what appliance company you represented, but if I have a complaint I certainly hope you answer my call.
Posted by tnchuck100 on 2006-12-17:
I agree. A little coutesy and respect will go a long way. However, I believe most of the complaints you see here are from people who have tried that in the beginning but eventually were tired of being jerked around.
Posted by Anonymous on 2006-12-17:
I agree you can get more flies with sugar then a fly swatter. Being nice is always a good way to start sometimes when you are in a line at the store the check out person might be having a bad day. You can: A . Be nasty and escalate the experience. OR B. Try being understanding and realize it could be you who is having a bad day. 99% of the time the other person will smile and try to be nicer to you as well. Good review.
Posted by D. on 2006-12-17:
I can understand everything you are saying...Whenever I would take incoming calls, I'd have people say, "I want to make a payment with a check over the phone"...guess what...they don't have their account number, so we have to ask for ss or phone numbers to "find" their account. Most won't give the SS# out on the phone or any other information for me to find the account. They say, "Well YOU sent me the letter so you should know my account number"...yeah, like you're the only person a 200 person call center is open for business for...Then after finally verifing the RIGHT account (if they have more then one), I aske them for their checking account number..."Oh, hold on, my checkbook is out in my truck"...holding, holding, holding...ok they are back. "What check number will you be using" ..."oh wait a minute, I put my checkbook back in my purse, hold on"...geeezzzz...so, yes, I feel for the poster.
Posted by Anonymous on 2006-12-17:
I've fielded a few of these calls in my day, and it's my belief that people are just plain frustrated. They think we appliance people have a manual or description of every make and model we sell in front of us, or remember them as customers. Though I've felt their pain, it's just not realistic. Mutual respect is the best medicine.

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