Customer Service - easy to complain about, not so easy to do

The Digital Tool Factory Blog

Flying Car Syndrome

This is will most likely be included in some form in my upcoming e-book.

Flying Car Syndrome

Imagine the following exchange one week after a car sale:

Salesman: So, how do you like the new Prius?

Prius Buyer: It’s a piece of crap, I’m never buying a hybrid again.  You lied to me!

Salesman: What do you mean?  Aren’t you getting great mileage?

Prius Buyer: Mileage?  Who cares about mileage, it doesn’t fly!

Salesman: WTF?  Who told you cars could fly?

Prius Buyer: Of course hybrid cars can fly, why else would they be called hybrids?  And I saw a flying car in a movie once.

Now imagine talking to a client after a site has launched.  He came to you ignorant of the technology but specific in his requirements.  He wanted a site that mirrors the designer’s Photoshop files, standards compliant CSS and XHTML,  written in ASP.net MVC, optimized for 1280 by 920 screen resolutions and complete by the end of the month.  You do all those things, and wow, the site looks awesome – just like the Photoshop files, standards compliant,  and delivered on time.  If you’re dealing with Flying Car Syndrome, the call sounds something like this: Continue reading →


07
Jan 10


Written By Steve French

 

A tip for dealing with T-Mobile problems

As Lady Stronico (Staci) continues her struggle with T-Mobile a valuable lesson was learned. The T-mobile (so far, 100% unhelpful) staff will try to shuffle you off into a convenient side room to call headquarters, with the assurance that calling headquarters via their phone and a special number will expedite solving the problem. This is not the case. Sit down and make them fix it. We have tried both and all calling headquarters did was waste an hour.

It seemed like a good idea the first time, but all they are trying to do is shuffle you off. The T-Mobile staff does have the authority to make things right, don’t let them escape not fixing the problem.

 

This post originally appeared on the Stronico blog – with the absorption of Stronico into Digital Tool Factory this post has been moved to the Digital Tool Factory blog


07
Nov 09


Written By Steve French

 

How to fix customer service problems with T-Mobile

I’m not sure that this really qualifies as a technical problem, but it was a problem I had.

The Problem: Any one of the many you are likely to have with T-Mobile -in my case it was a non-working phone, and no good options of upgrading.

The Cause: T-Mobile customer service sucks.

The Solution: Insist on speaking to the “Customer Loyalty” department. This is where they send you after you threaten to leave them for someone else. I found it useful to state that I had an excel spreadsheet listing deals from various providers and that T-Mobile came out the worst. Curiously, no one asks for numbers if you tell them you have a spreadsheet. They will eventually cave, albeit not by that much in my case.

 

This post originally appeared on the Stronico blog – with the absorption of Stronico into Digital Tool Factory this post has been moved to the Digital Tool Factory blog


04
Nov 09


Written By Steve French

 



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