As per my blog post a few weeks ago, I had problems with a phone I recently purchased from Plantronic. The first fix they sent me was a refurbished product to replace the new one. I refused that, and was then sent a new one. At each step of the way, I told the folks to [...]

I recently purchased my 4th Plantronics hands-free phone. I love these phones. They last for years, and offer me the qualities I need, including a long battery life.
This time, however, I’m not happy, and am being made unhappier daily.
This time, the dial-pad came with several problems, and it refused to reset, or upload, or connect [...]

Recently I got a cut-off notice from T-Mobile. For non-payment of $106.10. Apparently I didn’t receive 2 bills, and if it’s not in front of me, it doesn’t register that the bill hasn’t been paid.
Let’s think about this for a moment. I have 3 accounts and 2 devices with T-Mobile. I give them around $150/month, not to mention the [...]

This post is for all the horrid customer service capability I run into when I call any place, any place at all it seems, with a complaint or query. Bad customer service has such a long tail that it’s just not acceptable anymore (if indeed it ever was).
These days, it’s so simple for angry customers to tell the whole world of a yucky vendor experience, and the results can be devastating…

What, specifically, is good customer service? For me, it’s about being respected and getting what I’m paying for. Unfortunately, and problematic for companies, everyone wants to be respected in their own way. As a result, companies end up creating their customer service to meet their own criteria. And if someone doesn’t fit the model, too bad. Well, I [...]

I used to have a fabulous beloved insurance agent named Ray Mungia. In a world where customers are merely a number, Ray made me feel like I was his only client. When I had a blow out and my car went into a ditch, he found me money on my policy that I didn’t even [...]