Worst Customer Service
AOL
Comcast
Spring
Abercrombie
Qwest...
round out the top 5
Wednesday, May 28, 2008
Monday, May 19, 2008
Bank of America Response
I heard back from BoA this morning via email. I am sending them a hardcopy letter today.
______________
Dear Brian J. Mason,
Thank you for your inquiry dated 5/18/08 regarding Online Banking
services. We will be happy to assist you.
Mr. Mason, we want to thank you for taking the time to let us know you
are delighted with our Online Banking services and its companions. It is
always a pleasure to assist you with your banking needs. Here at Bank of
America, we strive to provide the best services and products possible.
We gauge our service with feedback from customers such as you.
We hope that you continue to find the Online Banking service beneficial
and look forward to assisting you with your financial needs in the
future.
We value you as a customer and appreciate your business. If we may be of
further assistance, please contact us again by e-mail. Thank you for
choosing Bank of America.
Sincerely,
Joyce Staten
Bank of America
______________
Dear Brian J. Mason,
Thank you for your inquiry dated 5/18/08 regarding Online Banking
services. We will be happy to assist you.
Mr. Mason, we want to thank you for taking the time to let us know you
are delighted with our Online Banking services and its companions. It is
always a pleasure to assist you with your banking needs. Here at Bank of
America, we strive to provide the best services and products possible.
We gauge our service with feedback from customers such as you.
We hope that you continue to find the Online Banking service beneficial
and look forward to assisting you with your financial needs in the
future.
We value you as a customer and appreciate your business. If we may be of
further assistance, please contact us again by e-mail. Thank you for
choosing Bank of America.
Sincerely,
Joyce Staten
Bank of America
Sunday, May 18, 2008
Bank of America
I am a proud Bank of America customer... here is why!
Bank of America
100 North Tryon Street
Mail Code NC1-007-18-01
Charlotte, NC 28255
Dear Bank of America,
I wanted to thank you for the excellent customer experience that you have provided. My wife and I have used Bank of America for many years now, and it has gotten better each year.
Recently I have appreciated your innovative services, particularly your Keep the Change program. However, there are two others that I wanted to applaud.
Since 2005 I have used Quicken to manage my home finances. I wanted a program to where I could have a basic idea of where our money was being spent. For 2 years I made Quicken work, but it was quite painful at times and more powerful than we needed. When I switched computers at the beginning of this year, I decided to look into a simpler way to manage our finances. I stumbled upon your new My Portfolio service on the web. It is exactly what we were looking for. Thank you!
I use My Portfolio on a daily basis to check my accounts, categorize expenses, view basic reports, etc. I like the simple interface and the limited number of options. It requires minimal time to provide a useful overview of our family finances. Combined with your Bill Pay program, it makes online banking a very positive experience.
Second, I was pleased by the small but significant change you brought to your ATMs. Depositing checks used to be cumbersome with summing amounts, sealing envelopes, etc. Now, with your new check deposit system, the process is much more seamless.
Thanks for thinking of your customers and creating positive banking experiences. I am a proud to tell others I use Bank of America.
Sincerely,
Brian Mason
www.CustomYourService.com
Bank of America
100 North Tryon Street
Mail Code NC1-007-18-01
Charlotte, NC 28255
Dear Bank of America,
I wanted to thank you for the excellent customer experience that you have provided. My wife and I have used Bank of America for many years now, and it has gotten better each year.
Recently I have appreciated your innovative services, particularly your Keep the Change program. However, there are two others that I wanted to applaud.
Since 2005 I have used Quicken to manage my home finances. I wanted a program to where I could have a basic idea of where our money was being spent. For 2 years I made Quicken work, but it was quite painful at times and more powerful than we needed. When I switched computers at the beginning of this year, I decided to look into a simpler way to manage our finances. I stumbled upon your new My Portfolio service on the web. It is exactly what we were looking for. Thank you!
I use My Portfolio on a daily basis to check my accounts, categorize expenses, view basic reports, etc. I like the simple interface and the limited number of options. It requires minimal time to provide a useful overview of our family finances. Combined with your Bill Pay program, it makes online banking a very positive experience.
Second, I was pleased by the small but significant change you brought to your ATMs. Depositing checks used to be cumbersome with summing amounts, sealing envelopes, etc. Now, with your new check deposit system, the process is much more seamless.
Thanks for thinking of your customers and creating positive banking experiences. I am a proud to tell others I use Bank of America.
Sincerely,
Brian Mason
www.CustomYourService.com
Thursday, May 15, 2008
Comcast
Comcast has not done anything too egregious to merit a letter, however their consistent poor service has continually disappointed me. And actually, when I was brainstorming names of this site with some friends of mine, the name Comcast Sucks was in the early running but it did not make the final list.
In brief, Comcast has continually frustrated me for the following reasons:
-Mail: Every week I seem to get something in the mail from them. Some new deal, some faster internet speed, etc... I treat it as junk mail.
-Inconsistencies: I have called Comcast half a dozen times requesting an upgrade to my service and I seem to get different deals each time. I guess it is part of their marketing strategy, but just give me a price and make it simple. I guess I cannot complain for eventually getting a "starter package" deal, but it makes me annoyed that they can charge what they want (I guess that's the beauty of a monopoly).
-Website: Comcast's website is one of the worst on the web, I think. All I want to be able to do it pay a bill or maybe change my address. However, their site takes a while to load and it just slogs along, way over-designed for its purpose.
Well, there are more, but I do not want to sound too annoyed. I hope someone gives Comcast competition sometime soon. They need a reason to start greeting their customer again.
PS - I learned earlier this week that Comcast acquired the software start-up Plaxo. I use Plaxo to manage my online contacts, calendar, etc. and it works super well. I hope that Comcast does not make a mess of the service that Plaxo supplies. We will have to wait and see.
In brief, Comcast has continually frustrated me for the following reasons:
-Mail: Every week I seem to get something in the mail from them. Some new deal, some faster internet speed, etc... I treat it as junk mail.
-Inconsistencies: I have called Comcast half a dozen times requesting an upgrade to my service and I seem to get different deals each time. I guess it is part of their marketing strategy, but just give me a price and make it simple. I guess I cannot complain for eventually getting a "starter package" deal, but it makes me annoyed that they can charge what they want (I guess that's the beauty of a monopoly).
-Website: Comcast's website is one of the worst on the web, I think. All I want to be able to do it pay a bill or maybe change my address. However, their site takes a while to load and it just slogs along, way over-designed for its purpose.
Well, there are more, but I do not want to sound too annoyed. I hope someone gives Comcast competition sometime soon. They need a reason to start greeting their customer again.
PS - I learned earlier this week that Comcast acquired the software start-up Plaxo. I use Plaxo to manage my online contacts, calendar, etc. and it works super well. I hope that Comcast does not make a mess of the service that Plaxo supplies. We will have to wait and see.
Whole Foods
In an effort to write a little more frequently, I am going to try to comment briefly on things that hit me in the world of customer service.
Whole Foods is an exciting store, but you have to pay for it. I love going there to eat their free sample strawberries and other fresh stuff, but as a store I cannot (or do not want) to afford it. I affectionately refer to the store as Whole Paycheck.
However, today the store impressed me!
Today is national bike to work day. On my normal daily bike commute today, I came upon a Whole Foods tent in the middle of the bike path. The first thing the guy said to me was "come help us eat". I stopped and grabbed an apple, a local bike map, and watched a guy help a woman fix her bike. I was struck by the small effort that Whole Foods made here to support the local bike community. To me, this represented their effort in trying to support the community in being healthy and to support the world by reducing gas consumption.
I appreciated it...
Whole Foods is an exciting store, but you have to pay for it. I love going there to eat their free sample strawberries and other fresh stuff, but as a store I cannot (or do not want) to afford it. I affectionately refer to the store as Whole Paycheck.
However, today the store impressed me!
Today is national bike to work day. On my normal daily bike commute today, I came upon a Whole Foods tent in the middle of the bike path. The first thing the guy said to me was "come help us eat". I stopped and grabbed an apple, a local bike map, and watched a guy help a woman fix her bike. I was struck by the small effort that Whole Foods made here to support the local bike community. To me, this represented their effort in trying to support the community in being healthy and to support the world by reducing gas consumption.
I appreciated it...
Sunday, May 11, 2008
Quiznos
This letter is a first. Up to this point, every entry I have written I have sent a hardcopy letter to the company. This post is minor enough that it does not deserve a formal letter... but I felt it was wort while to post nonetheless.
I went to Quiznos yesterday and was really disappointed with quality of food and service. I have always been a fan of Quiznos. They seemed different than your traditional sandwich stores like Subway. They had high quality (not too busy) signage, good food, a unique service, etc. However, it seems like they have given in to the bottom line and keeping their costs low. Every week they seem to have a new special meal or sandwich option (similar to McDonalds, different than In-N-Out).
Last week I went to Quiznos and was quite un-impressed. The sandwich was hastily made and tasted okay. However, the service was what made my friends and I surprised. Our sandwiches were all mixed up and several of us were incorrectly rung up. It was a little thing, but left an impression on us.
I like Quiznos. I like how they initially differentiated themselves. But they seem to have fallen away from what they first claimed in my mind - good fresh quality food.
I went to Quiznos yesterday and was really disappointed with quality of food and service. I have always been a fan of Quiznos. They seemed different than your traditional sandwich stores like Subway. They had high quality (not too busy) signage, good food, a unique service, etc. However, it seems like they have given in to the bottom line and keeping their costs low. Every week they seem to have a new special meal or sandwich option (similar to McDonalds, different than In-N-Out).
Last week I went to Quiznos and was quite un-impressed. The sandwich was hastily made and tasted okay. However, the service was what made my friends and I surprised. Our sandwiches were all mixed up and several of us were incorrectly rung up. It was a little thing, but left an impression on us.
I like Quiznos. I like how they initially differentiated themselves. But they seem to have fallen away from what they first claimed in my mind - good fresh quality food.
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