I’m fed up with poor customer service, and this time I’m leaving

John Carlson

special to the Gateway

Maybe I’m becoming an old fogey prematurely, but I’m fed up with the poor customer service offered by many businesses. Indeed, “fed up” doesn’t even begin to sum up my feelings.

I don’t think my expectations are unreasonable. Actually, I think they are pretty simple.

For example, when I’m shopping in a store and I have a question about a product, I want an accurate answer. When I’m doing any cash transaction, I want it to go quickly and accurately. When I have to call a customer service number to resolve a problem, I want that problem solved fast. So fast it was like there never was a problem.

Unreasonable? I don’t think so.

But judging from my experience, my expectations may not be unreasonable. Sometimes, they sure can be unrealistic.

For example, a few months ago, my prepaid long distance calling card stopped working. It was almost new. Yet, the Powers That Be at the phone card company felt that there wasn’t enough time left to place my modest little call to Seattle.

Maybe the system thought it was Seattle, Planet Mars.

After screaming a few choice expletives, I called the customer service number on the phone card. After enduring that endless “Push 1 to do this, push 2 to do that” nightmare, I got connected to a real person.

We had a thrilling conversation. Again and again, I explained the problem. Again and again, I said, “It’s an in-country call. I have more than enough time left. There is a problem at your end!”

Two months later — or so it seemed — I got a vague promise of action. This representative said he would forward my problem to tech support. They’d look into the matter and fix it. The world would be a bright and beautiful place.

“Yeah, right, it’ll be fixed!” I screamed as I hung up with a bang. “I might as well just throw this card away!”

I could describe all the experiences I’ve had in retail stores. But The Gateway only lets me have 800 words, not the whole paper. Suffice it to say I’ve had many awful experiences.

One example took place in an electronics specialty store a few years ago. A salesman there said there was no problem buying a TV with a built-in VCR.

“The VCR will last just as long as the TV!”

Sure, it’ll last as long. If the TV only lasts a year. Or if the VCR is never used.

I suppose this same clerk would tell a hardware store customer that you can use a screwdriver to drive a nail. As I think of it, the thing that really irritates me is a sense. A sense that so many of the offending companies don’t care about their customers. All they care about are their profits.

Now, I’m aware that businesses are in business to make money. But some (often, smaller companies) realize that they have to give value. They have to satisfy their customers.

I’m trying to reward these better businesses. There are a number here in the Gig Harbor area. And I try to give them as much business as I can.

I’m voting with my wallet. Even when it can be a little more expensive to do so.

Come summer, once “open air” fruit and vegetable markets are open, I may go a week or more shopping only at small, local businesses.

Unfortunately, one can’t always select a good business. But often one does have a choice.

I made one choice recently. I had a bad experience with an employee at a store where I frequently shopped.

At one time, I’d have shrugged and thought, “that’s life.” Then, I’d have gone on shopping there.

Now, however, I took a look at the experience. And the increasing dissatisfaction I had with the store. And the complaints friends have had with this store.

So I made a decision: I’d stop shopping there. I even wrote to the CEO saying, “You’ve lost a customer!”

I can’t imagine that they they care. What’s one customer?

But they and other businesses like them might care if enough people decide “enough is enough!” and take their business elsewhere.

The Peninsula Gateway Guest Columnist John Carlson can be reached at jcarlson2400@yahoo.com.