We Have Received Your Customer Service Question

…But we’re not going to answer it. 

Actually, I’m pretty sure they didn’t even read it.

Via a website form, I sent the following email to my local company that supports those auto toll tags:

“I have misplaced my tag so I don’t have the tag number or account number.  I need to cancel this account and create a new one”

In reply, I got back:

“To help access your account, please check your EZ-Pass device for the issuing agency’s name and telephone number.  Please resubmit your request to that agency via website or telephone.  BE SURE TO INCLUDE YOUR DEVICE NUMBER OR AN ACCOUNT NUMBER”

…thud (my head hitting the desk) 

Comments

  1. Of all companies, this one in particular should be able to recognize that responses such as this take their toll on customers.

    Customers do need to use their heads more often these days, although your approach involving a desk does have its drawbacks. Did you try calling to see if your account number is connected to your license plate or phone number? If you do call or write again, please consider wearing a helmet.

  2. I know! What is crazy is how little companies bother to respond to via email at all. If you're not going to respond within 24 hours, why bother? We did a study from Black Friday to Cyber Monday about this! http://blog.stellaservice.com/2011/11/30/holidays-bring-joyful-and-frustrating-customer-service-for-online-shoppers-part-2-email-support/

  3. This is so frustrating, but sadly very common. I got so fed up with this kind of thing happening that I set up a software company to provide a system that makes sure all customer contacts are followed up. The problem is that the companies that use our software are those that would reply anyway (Doh). Fortunately we help make them even easier to deal with, which makes them even more successful against this type of competitor.

  4. This is the very reason that social media is exploding in terms of getting better customer service. The first place I would go to if I were you is to Twitter or Facebook. Does the company have a social media presence? Chances are you will get more help there. Sad but true.

  5. That's a macro at work. They probably get dozens of requests, lump them together and apply the same response. The big fail is that someone did have to read it in order to decide what reply it was going to get. Obviously not paying attention :(

  6. I liked the list of customer service blogs that you have listed on your site and I'd like to have my blog featured among your customer service blogs.

    http://www.themana.gr (a play on the words (The Manager) – focusing on customer experience development and developing awesome customer service teams.

    I've been blogging about customer experience and customer service management for a couple of years, with 2011 being the year that I've really broken out in developing consistent content.

    I'd appreciate your consideration in making your great blog list.

    Please feel free to reach out to me if you have any questions or comments.

    Thanks!

    Flavio

  7. my pleasure Flavio. check it out… —-> over there. cheers.

  8. Sadly, this is a pretty common scenario in customer service. Being customers, it's very frustrating for companies to ignore the issues we put forward. Customer feedback and satisfaction should not be understated, since a business mainly depends on these aspects.

  9. I KNOW!!! I hate this, one of my pet hates!!!

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  12. I've already let me know whom you're talking about

  13. Who do you want to already have?

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  15. Hahahaha! Customer service representatives… They are highly all the same!

  16. Hilarious!! but unfortunately true . It has happened to me too !!

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  21. 90% comment here is spammed -_- i cant stay or enjoy reading …

  22. what the hell is this, a super off topic comment ive ever seen ..
    okay nice blog here just passin by

  23. all costumer service are the same its just like a copy paste from the internet. nothing new about it

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  38. Bad customer service explodes; always. We tend to talk about it to hundred others because it lingers in our minds long enough. Not denying that there are companies and service reps who care a damn about customer satisfaction, but at the same time a good customer service seldom gets talked about.

  39. I work for a company in Canada that manages tolls and tags for a local bridge.
    If you email us you are given an instant response acknowledging that we have received your email and will be responding.
    The emails are then responded to by a real person preferably within one business day. 3 max.
    Yikes. Can't wait to share your experience with our staff.

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