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Tuesday, September 6, 2011

Customer Service Hits and Misses

Because I've had a few highs and lows on the customer service train this week...

Southwest Airlines is "Sky High" with their customer service. No hitches or bumps in the road (minus the turbulence from the Tropical storm in the Gulf, but that's no one's fault) booking my flights or receiving regular updates on flight status. The curbside baggage check-in was awesome in Little Rock and Denver. And baggage claim went off great as well. All of the flight attendants were fantastic and cheerful. On my flight from Denver, they even made sure this 6'4" guy had a chance at the extra leg room in exchange for sitting in the emergency exits seats! If only they'd ask me to sit there every time, I'd be more than willing to help in an emergency! Oh and with Rapid Rewards, I'm half-way to a free flight already! If we could just do something about that annual fee on the Chase card... Overall, Southwest gets an "Awesome!"

Dish Network is... Well, how low can we go? Over the past 3 weeks, I've made 4 phone calls, sat on hold for what seems like hours, and exchanged several emails. The customer service agents recommend other service plans or recite what I can read on the bill in front of me instead of answering my questions directly or informing me of all options for my plan. After three attempts, I have failed to be put in touch with any supervisors. Dish is merciless to individual circumstances and instead throws the book of "rules" at anyone calling a support line.What I expected to be a $5 statement for putting my service on pause, turned out to be a $300 cancellation notice because Dish failed to record sending me a new receiver and instead just shut off my service when I followed directions and returned the old one. If you're looking to get any response at all contact the Dish guys via Facebook or Twitter, at least they'll respond to your questions... Overall, Dish gets an "Epic Fail" and once I find some dough, I'll rid myself of their service and never recommend their service to  anyone.

My bank gets a middle of the road rating. The teller demonstrated how he can't read a printed check or deposit slip today when he messed up my deposit. However, all is fair and good in the land of Oz because we got it all straightened out in 5. (But I could still use that $1 million)

Now that I have that off my chest... How's the customer service world treating you these days?