American Express

Awesome story from Made-to-Stick: http://www.madetostick.com/blog/2008/08/25/scenes-from-american-express/

1. From a letter sent to me by AmEx: “Dear Cardmember, We are pleased to notify Cardmembers that the $1,000,000.00 Prize in the Super Million Dollar XV Sweepstakes presented by American Express Publishing is still available and could be yours to win. The Prize Entry Number that decides the person who will win the $1,000,000.00 Prize has already been preselected. That person could be you, DAN HEATH.”

Sometimes it’s hard to know where to start. The vaguely ESL wording? (Super Million Dollar!) The Roman-numeraled sweepstakes? (Were there really 14 prior events? And were they also Super?) The repetition (”already…preselected”)? The helpful reminder of who, in fact, I am? (”you, DAN HEATH”)� Oh, and there’s this: Is the� credit card company that� prides itself on its “elite” reputation� really sending me *sweepstakes* mailers? (AmEx, did� you run out of hair tonic and Charles Atlas literature?)

Let’s just leave it at this: You know how to make your cardholders feel classy, AmEx! Super Million Dollar Classy!

2. In the midst of praying for my sweepstakes victory, I� get an email from AmEx warning me about a suspicious charge. (A� $99 florist fee. Because, if there’s one surefire sign of identity theft, it’s a bouquet.) As we all know by now, “suspicious charges” mean that our credit cards will be shut off for our own protection.� So I called AmEx from the road, knowing that I’d need the card for travel expenses.� Gave them the usual: card number, security code, SSN. Asked them to clear my account so I could use the card. OK, more security questions: Birthdate, mother’s maiden name, address, phone #. Not� bragging, but I did pretty well on the quiz.

Then the fun beings: “But you’re not calling from your home phone.” Nope, this is my cell. “Is there someone at your home number?” Nope, I’m on the road. “Will you be there later?” Days after I need my card, yes. “Is there anybody who could answer your home phone?” Um,� I’m the person who you need to be talking to, and here I am! “Well, do you have a voice mail that has your name on it?” Er, no, not on my home phone. “Well, we can’t reactivate your account without confirming that.” [Much verbal abuse and erosion of karma.]

Let me speak to your manager. [Long hold.] “The manager is busy right now, can she call you back?” Sigh.

28 hours later, I received that call back. And that’s the story of how AmEx lost a customer. But guys, please make sure you keep me in the loop for SuperDeluxe Million Dollar Sweepstakes XVI!

(I know these customer-service stories are a dime a dozen — anybody got an “elite” AmEx story to top me? I’ve got a free book for the biggest doozy!)

A Mix: AT&T, Comcast, Specialized, and Staples

Well, it has been a few weeks since I wrote any companies a lengthy letter thanking them for their service or letting them know how they let me down. However, there have been several companies recently who have surprised me - both good and bad.

AT&T: As I write, AT&T is installing their Dish Network TV cable into our home. They have been positive and it's nice to have another option for cable. I am tired of comcast and the way they treat their customers.

COMCAST: Comcast has been a really frustrating experience. No company is perfect, but I am continually disappointed with them in particular. Their talk does not line up with their walk. Their actions do not follow all of their marketing messages. They claim high speeds, low prices, and great service. I do not see it. They say all the time that they are "comcastic". I would rather slower speeds, but personal service and a thought to the entire customer service experience. This last example was the tipping point.

They installed cable earlier this year and did not have any of the small cable boxes left. They told me I had to drive down 20 mins away if I wanted to exchange for a smaller box. Last week I finally tried to do this... I called them, drove down there, and was then told that all of the smaller boxes were gone. Welcome AT&T.

SPECIALIZED BIKES: I have a pair of sunglasses that lost the rubber ear piece. I called their customer service line, spoke with someone within 10 seconds, and they sent me a new ear piece. However, they ended up sending the wrong ear piece. I called them back and they just sent me a new pair of glasses. Easy as that. They cared more about the customer experience than anything else.

STAPLES: I went in to buy new print cartridges and exchange my old ones. Previously, they would give me $3 towards a new cartridge if I brought in an old one. They still do that, but it has gotten much more corporate. Now, you have to give them your address and they send you a check in the mail 6-8 weeks later. Why? Checks get lost, never sent, never cashed, forgotten, etc. Maybe that is there point? There was something nice about just the simplicity of getting the credit right then and there. Why does it need to go through a big corporate center? I am going to go see how Office Depot exchanges their cartridges.

Thats it. Two good ones, two bad ones.

Hertz Rental Car

Hello –

I am writing to let you know that I was disappointed with your service in June of 2008.

I rented a car in Boston and used the EZPass mounted on the window shield to pay the tolls. I figured that I would be billed by Hertz on my credit card for the amount of tolls I incurred. At the time, I appreciated this service that Hertz had provided to improve my experience.

However, I received a notification last week letting me know that I was being billed $2.50 for each day that I used the EZPass. Hertz rationalized this charge by saying Hertz “stated on the information at the Hertz rental counter and in the Hertz vehicle.” While this information was present somewhere I am sure, it was never explained or made clear to me. Why not put this note on the EZPass itself? By you hiding the information from a typical customer (regardless of the low cost), I feel like I was taken advantage of.

I ask you to make the charges clear and obvious that you are placing on your customers. I have shared my story with friends and plan to use other rental agencies in the future. I look forward to your response.

Sincerely,

Brian Mason

Bank of America Response

I heard back from Bank of America today. It is nice to know that they appreciate positive feedback:


Dear Mr.. Mason: My name is Lance Drummond. I am the eCommerce/ATM executive at Bank of America. I received your letter dated May 17th where you shared your Online Banking experiences with our company. I wanted to express my sincere appreciation for your feedback. We try very hard, every day to delight our customers. Your letter has helped reinforce we are making progress. Thanks again for taking the time to let us know.

Regards, Lance Drummond

Senior Vice President, eCommerce/ATM executive

Know the Customer, Care about the Customer, Act for the Customer

Your Customer Service... in India

This is where your call goes when you call a US company's customer service line... India!

Worst Customer Service

Worst Customer Service

AOL
Comcast
Spring
Abercrombie
Qwest...

round out the top 5

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