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Jitterbug Informative - Jitterbug is great - Customer service
Customer service
OREM, UT -- I am employed by Jitterbug, I am a customer service representative I have read some of the reviews of our phones and customer service, I must say that I am a little shocked.
A few of the reviews are addressing the issue of having a phone returned to them or awaiting the return of a phone that needed to be reprogrammed. The dept that handles those issues are not near us, they are located in another state, its not like we can walk into the next room and ask what is happening with a particular order, I wish it was that easy, what we do have to do is send a follow up to that dept (via email) and they get back to us then we contact the customer.
As for the customer service issues, I apologize if you have received a difficult CSR, please keep in mind that some of our customers can be difficult, sometimes it is hard to remember that it is not personal, sometimes just one difficult customer can affect your whole day, making you not happy and helpful to the next customer, for that I do apologize.
I have to say that for the most part, I love my customers, they are very nice and listen and appreciate the advice that I give them in regards to their Jitterbug.
I hope if you call Jitterbug, that you get me to help assist you, if not its okay, we have many great agents that love their jobs and have the knowledge to help you.
A few of the reviews are addressing the issue of having a phone returned to them or awaiting the return of a phone that needed to be reprogrammed. The dept that handles those issues are not near us, they are located in another state, its not like we can walk into the next room and ask what is happening with a particular order, I wish it was that easy, what we do have to do is send a follow up to that dept (via email) and they get back to us then we contact the customer.
As for the customer service issues, I apologize if you have received a difficult CSR, please keep in mind that some of our customers can be difficult, sometimes it is hard to remember that it is not personal, sometimes just one difficult customer can affect your whole day, making you not happy and helpful to the next customer, for that I do apologize.
I have to say that for the most part, I love my customers, they are very nice and listen and appreciate the advice that I give them in regards to their Jitterbug.
I hope if you call Jitterbug, that you get me to help assist you, if not its okay, we have many great agents that love their jobs and have the knowledge to help you.
Comments:
Posted by BokiBean on 2009-01-30:
I voted your review helpful. Really glad to hear that you stand behind your product, I've often wondered if my mama would benefit from a Jitterbug, and in the end, I think she probably would.
On the other hand, standing up for CSRs that are rude and disrespectful to customers with a problem is unacceptable. We all have bad days, we all deal with irate people...your CSR are being paid to do it and they should do it like professionals. End of story.
Also, people who have purchased a phone and had to return it for reprogramming are only going to be sympathetic to the particulars of where/when/how and why its not happening up to a point. Its up to the company to work these kinks out..not up to the customer to blithely accept them.
On the other hand, standing up for CSRs that are rude and disrespectful to customers with a problem is unacceptable. We all have bad days, we all deal with irate people...your CSR are being paid to do it and they should do it like professionals. End of story.
Also, people who have purchased a phone and had to return it for reprogramming are only going to be sympathetic to the particulars of where/when/how and why its not happening up to a point. Its up to the company to work these kinks out..not up to the customer to blithely accept them.
Posted by LoriIshii on 2009-01-30:
I completely agree, I am not trying to excuse certain behavior with certain CSRs, I am trying to shed some light on why they may not be as helpful as they should.
When a customer calls, we pull up the account, verify the contact info and ask what we can do to help, it is very frustrating when the other depts do not handle the issues in the right way, we are the ones that communicate with the customers, as much as we would like to help them sometimes we just can not, is it a fool proof system that Jitterbug has in place? No, obviously not. Believe me when I tell you that its very frustrating and a tad embarrassing when you can not give a customer basic information. We are the messengers, please dont shoot us...lol
When a customer calls, we pull up the account, verify the contact info and ask what we can do to help, it is very frustrating when the other depts do not handle the issues in the right way, we are the ones that communicate with the customers, as much as we would like to help them sometimes we just can not, is it a fool proof system that Jitterbug has in place? No, obviously not. Believe me when I tell you that its very frustrating and a tad embarrassing when you can not give a customer basic information. We are the messengers, please dont shoot us...lol
Posted by BokiBean on 2009-01-30:
I would never shoot you, you sound like the kind of CSR that any company would be grateful to have. Your reply and attitude is a very positive reflection on your company. I do understand your point - being in the firing lines is a thankless job on many days.
Posted by SloMo on 2009-01-30:
I bought my wife a Jitterbug phone for Christmas. It is simple to use and very reliable. The customer service people were very helpful and polite. The most important thing is, my wife is very happy!
Posted by Starlord on 2009-01-31:
I love the Jitterbug commercials. The couple dancing is very cute> but I have one very large question for you. On your commercials, you trumpet the low cost of the plans, beginning at just ten dollars. In fact, I believe that is mentioned a couple of times in the commercial. It was not until I found one of your ads in the AARP magazine that I found out why you never mention the price of the phone in your commercials. $150???? Are you kidding?? We bought two Motorola V170 phones at WalMart* with car charging units and more, and even if we have purchase 400 minute cards for each, we still would not have $150 invested. tracfone rules! We have had Tracfone for about seven years now, and gone through a couple of upgrades. We buy a 60-minute card every three months, and have on one or two occasions bought two cards due to heavy use , and our Tracfones have worked when Sprint, Qwest, Verizon and the others wouldn't. Sorry, Jitterbug is too rich for my blood.
Posted by BokiBean on 2009-01-31:
Starlord, this doesn't surprise me, I kind of assumed that it was going to be somewhere in that price range.
Jitterbug is kind of a specialty niche phone..it looks like its geared towards senior use and its not necessarily going to be an amazing bargain like got at Walmart (good on ya!). I still think for what it is, its very reasonable.
Jitterbug is kind of a specialty niche phone..it looks like its geared towards senior use and its not necessarily going to be an amazing bargain like got at Walmart (good on ya!). I still think for what it is, its very reasonable.
Posted by LoriIshii on 2009-01-31:
I have noticed that people are concerned about the price of the Jitterbug. When you buy a Tracfone you do not get the same great features that a Jitterbug has, such as dime sized backlit buttons, Large screen with a large font, no nested menus, a padded ear piece for people that wear a hearing device. This phone is designed for people that need a phone for emergency use or just the occasional phone call, if your looking for a service with more minutes then no, this phone is not for you.
Posted by honestrep on 2009-02-06:
LMFAO! I'd like to see how long you keep this story up. Jitterbug and Great Call Inc. are an unethical and scam artist-type mentality company. They know how to do one thing and one thing real good -- RIP PEOPLE OFF!!!
Posted by BokiBean on 2009-02-06:
honestrep - details go a long way, unspecific rants don't.
Posted by LoriIshii on 2009-02-06:
Honestrep, I would love to hear about your experience, if you acted on the phone like you did on your previous post then its no wonder that you had a bad experience.
Lets hear the details.
Lets hear the details.
Posted by CellGranny on 2009-06-15:
To LoriIshii,
I do not know who honestrep is, but I'm another customer that doesn't thing Jitterbug is great. Let me provide some examples that you want. First, anyone can do a quick search on the internet and find out that if you are in Orem, UT, you do not work for Jitterbug. You work for their outsource call center. I don't think Jitterbug would like someone who is not an employee posting comments like you are doing.
Second, the way you have chastized customers and expect customers to understand your bad day is a great example of teh bad attitude of Jitterbug customer service reps. You are unprofessional.
Third, Sales does not tell tell the truth when you order a phone straight from Jitterbug and then customers are stuck paying $45 for the "free trial". Sales told me that I would get a month of free minutes and when I called customer service they told me that Jitterbug never gives a month of free minutes and that it was something with the billing system that for awhile Jitterbug gave free minutes but I couldn't have what was promised. Sales told me that if I bought the phone for my senile dad that they could set up the phone so that my dad would never go over minutes because Jitterbug would notify me before that happened. Sales said that customer service could do it and that customer service would call me to let me know if we were going to go over our monthly minutes so we wouldn't get charged for going over. When I called customer service they said they had never heard of this before and then the customer service rep told me that they have a problem with sales lying to customers just to get their commission.
Last, I just got the notice that Jitterbug had to recall phones and I read about it in the news that 160,000 phones have problems. All phones sold after March 2008 to May 2009. This was announced in May 2009. It is very unethical to let phones "maybe/maybe not" connect to 911. If it went back to March 2008, why did Jitterbug wait until 14 months later to tell people and then fix teh problem. I went into a Best Buy to have my phone fixed and they told me they don't even sell Jitterbug's anymore.
I agree that Jitterbug is unethical.
I do not know who honestrep is, but I'm another customer that doesn't thing Jitterbug is great. Let me provide some examples that you want. First, anyone can do a quick search on the internet and find out that if you are in Orem, UT, you do not work for Jitterbug. You work for their outsource call center. I don't think Jitterbug would like someone who is not an employee posting comments like you are doing.
Second, the way you have chastized customers and expect customers to understand your bad day is a great example of teh bad attitude of Jitterbug customer service reps. You are unprofessional.
Third, Sales does not tell tell the truth when you order a phone straight from Jitterbug and then customers are stuck paying $45 for the "free trial". Sales told me that I would get a month of free minutes and when I called customer service they told me that Jitterbug never gives a month of free minutes and that it was something with the billing system that for awhile Jitterbug gave free minutes but I couldn't have what was promised. Sales told me that if I bought the phone for my senile dad that they could set up the phone so that my dad would never go over minutes because Jitterbug would notify me before that happened. Sales said that customer service could do it and that customer service would call me to let me know if we were going to go over our monthly minutes so we wouldn't get charged for going over. When I called customer service they said they had never heard of this before and then the customer service rep told me that they have a problem with sales lying to customers just to get their commission.
Last, I just got the notice that Jitterbug had to recall phones and I read about it in the news that 160,000 phones have problems. All phones sold after March 2008 to May 2009. This was announced in May 2009. It is very unethical to let phones "maybe/maybe not" connect to 911. If it went back to March 2008, why did Jitterbug wait until 14 months later to tell people and then fix teh problem. I went into a Best Buy to have my phone fixed and they told me they don't even sell Jitterbug's anymore.
I agree that Jitterbug is unethical.
Posted by CellGranny on 2009-06-15:
To LoriIshii,
And I forgot to mention that you even admit that Jitterbug uses email as follow up. Any company that is ethical and has good customer service processes would not use email to communicate customer information. Email doesn't meet the security standards or protecting customer information. It also means that the next person who calls does not really know the status of a problem is information about a customer issue is being sent back and forth through email. No wonder Jitterbug never knows what is going on. It was your comment about using email for customer information that helped me make my final decision to cancel and go with another cell phone company.
And I forgot to mention that you even admit that Jitterbug uses email as follow up. Any company that is ethical and has good customer service processes would not use email to communicate customer information. Email doesn't meet the security standards or protecting customer information. It also means that the next person who calls does not really know the status of a problem is information about a customer issue is being sent back and forth through email. No wonder Jitterbug never knows what is going on. It was your comment about using email for customer information that helped me make my final decision to cancel and go with another cell phone company.
Posted by Watson48 on 2010-05-01:
Thank you for taking time to speak in behalf of Jitterbug and their customer service representatives. I really appreciate it. However, I’m already convinced that I don’t deserve the service that is being provided by this company. I’m not shelling out my hard earned money only to cause myself inconvenience and disappointment. Besides, I already found the trustworthy company that provides reliable cell phones for seniors, the Just5 phone. This company is far incomparable to the company you are working for.
But thank you anyway. Jitterbug Company is blessed to have you. I hope you are blessed to have them, too.
www.Just5.com
But thank you anyway. Jitterbug Company is blessed to have you. I hope you are blessed to have them, too.
www.Just5.com
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