Last night I went to the video store to pick up two movies. I have a membership that allows me eight rentals a month. I show up. Choose my movies, and check them out like they were library books. But when I went to the counter the clerk told me that all memberships were changed to “rent as you go.”
When I signed up, it was the middle of the month, so I figured I had two more weeks to get my money’s worth of rentals, which I let him know. That’s when the clerk said again “all memberships were changed to rent as you go.” Of course, I responded with “I still have rentals left for this month.”
I think you already know what his reply was . . . “I guess we cheated you then.” Feeling certain that this couldn’t have actually come out of his mouth, I asked him to repeat himself . . . “I guess we cheated you” he said again. Needless to say, I walked away with my movies and didn’t pay any additional money, but it’s still shocking that those words actually came out of his mouth.
Maybe what they could do now is come up with a cool advertisement that could change my feelings about the experience . . . Probably not because anytime you interface with a customer you are marketing, and the personal experiences are the most important.
Do you have any personal stories of crappy customer service?
3 comments ↓
You’re not going to name names?
Not sure if this counts, but my wife and I just switched cell phone services and found great deals online. I tried to pay for next day shipping and they told me that I didn’t need to because I qualified for free next day.
I repeated that I REALLY need the phones the next day and she repeated that she was confident in FedEx and that they would get to me.
So, when they didn’t show up the next day I called in only to discover that my order was never marked as “next day” and that it was on a fedEx truck somewhere in VA! I was angry (since my cellphone number was switched and so no one can get a hold of me) and now won’t receive my phones for 5 days! To make it worse we are leaving on vacation to California and so we will be without cells forever!
The customer service agent that i was relating all of this to, did give me a $25 credit, but still, whats $25…argh.
Not sure if this story qualifies, but it was very therapeutic! Thanks!
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