Question about customer service surveys
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I have been dealing with RMAs on some hardware lately. I have not went in to all of the details, but the entire process has been a clusterfuck. Completely unacceptable to me. The customer support person that I get is obviously from somewhere on the Indian subcontinent. That does not really bother me as long as they are competent and I can understand them. Unfortunately, the person I got was marginally competent and very difficult to understand.
At one point during the process I get emailed a link to a survey about my customers support experience. I was pretty pissed, but I answered it honestly. The CS rep got average scores except for the one about "Were you able to clearly understand..." I answered no. I would have answered "Hell no" if it had been an option. I think I also gave him a poor rating for his understanding of the product, as honestly it was. But I did not go through and just mark all zeros. As I said, it was an honest review...
Later that day I receive an email from the customer support rep that was helping me.
Am I wrong to think that this is highly unprofessional that the survey I completed was not only shared in its entirety with the employee, but also it was shared almost immediately (it may have even been mailed to him the moment I submitted it), but shared entirely unredacted and in its entirety? This is something that I feel should be shared with the employee only after removing all references to the customer and also only after they are done helping the client. The whole situation has sucked as far as I am concerned, but this was just the icing on the cake.
After he sent me that email, I had him call me. I told him that my response was entirely honest. I conveyed to him that when it came to the policies and procedures of his company those scores were all in the shitter because they should be. Everything related to him was average for the most part, except the fact that I honestly could not understand him a fair chunk of the time. I even offered for him to have his manager call me and I would let him know that I was most disappointed with the policies and procedures that he had to work within. His reply, "No, let's just process your RMA." Very short and snippy.
I did redact the company name as I did not want to cause too much grief for them, even though they have pissed me off.
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I have not went in to
No, you haven't.
You probably haven't gone into them, either.
Gramer - bz
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You and @RaceProUK can both fuck off.
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Am I wrong to think that this is highly unprofessional
But to be serious, no, you are not wrong at all.
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You and @RaceProUK can both fuck off.
Also, you seem rankled.
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'd
@Polygeekery - They shared the survey, not anonymized with the subject of the survey. That's just ridiculous. I... don't even know how to begin to process the WTF in that.
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Oh, one more thing to add:
At the end of most surveys like that, there is a text box to add additional comments. In the email that he sent me was the entirety of my additional comments. They were obviously copied and pasted from wherever he saw them.
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Also, you seem rankled.
You say a person is rankled for telling you to fuck off. I would just call them "well-adjusted". ;)
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I would just call them "well-adjusted".
Well, I'm happy to restore your balance, because you certainly seemed poorly adjusted after regaling us with this tale of woe.
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I am a well-balanced individual. I have a chip on both shoulders.
<shamelessly stolen from 'A Beautiful Mind'
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No, you haven't.
You probably haven't gone into them, either.
Mostly just to annoy @RaceProUK/Spiny Norman.
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@RaceProUK/Spiny Norman
It occurs to me, after (I think) being the one to coin that nickname, that "Spiny Norma" might actually be more apposite.
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Spiny Norma Jean?
Can we find a hedgehog version of Marilyn Monroe for an avatar? Rule #34 tells me it has to be out there.
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Can we find a hedgehog version of Marilyn Monroe for an avatar?
Aren't you sorry you asked?
I also saw a zombie MM costume.
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Aren't you sorry you asked?
No, but I am sorry you looked. I am also more convinced that "chicks with multiple dicks" is somewhere in your search history.
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I am also more convinced that "chicks with multiple dicks" is somewhere in your search history
This is beginning to sound like projection.
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that was fast...
suspiciously fast
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This is beginning to sound like projection.
No. But the odd shit that I have searched for in regards to making jokes on this forum and to my friends has had me contemplate rigging a heart monitor to run a script that would erase my search history upon my passing.
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that was fast...suspiciously fast
What? I did a GIS (actually I used Bing), it was near the top. I barely had to search.
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What? GIS has 7 results for "marilyn monroe +hedgehog". And none of them have MM in them.
Y'all should get over your anti-MS bigotry.
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So what you're saying is...Bing is the choice for perverts?
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They shared the survey, not anonymized with the subject of the survey. That's just ridiculous. I... don't even know how to begin to process the WTF in that.
Oh, one more thing to add:
At the end of most surveys like that, there is a text box to add additional comments. In the email that he sent me was the entirety of my additional comments. They were obviously copied and pasted from wherever he saw them.
This seems to be the modern wave of customer service...as in no such thing. As has been discussed in Techdirt (Legislators Introduce Bill Calling For Nationwide Ban On Non-Disparagement Clauses; also related articles, see their KlearGear category for a leading example) there is a move these days to eliminate bad reviews at every level.
Not because the company might, you know, actually want to provide good customer service, but because bad reviews keep other
suckerscustomers away.Even within my company, at our service desk, we're supposed to rate the techs that provide the support. Give one a bad rating, and you'll hear back from them in person almost immediately with that hint of desperation that says their manager is breathing down their neck.
It's (fleas of a thousand camels) interesting how systems intended to discourage bad customer service are immediately co-opted (with punishment strategies) to discourage customers from reporting bad customer service.
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So what you're saying is...Bing is the choice for perverts?
"marylin monroe hedgehog avatar" was your idea.
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This is beginning to sound like projection.
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Quit bullying!
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Bing is the choice for perverts?
Apparently their video search is great for porn
OT, I wouldn't have expected a survey to be shared with the operative at all; just the aggregated results. It also seems a bit weird that you had the survey sent out before the issue was resolved
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Perfect!
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not only shared in its entirety with the employee, but also it was shared almost immediately
I'd be making a formal complaint to the company about this pointing out the perception that such surveys are typically, unless explicitly stated otherwise, that they are (pseudo-)anonymous - that's the only way they're going to get honest feedback.
Starting with the "Contact Us" details and escalating if necessary.
That said it sounds like, if you're dealing with RMAs it sounds like this is a company supplier, in which case I'd simply use the "Contact Us" to briefly explain why I won't be filling out any more of their surveys.
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On this project we installed a PoE switch, a wireless controller and 6 access points. The switch and the wireless controller were failed from the beginning, but not completely failed. Due to the nature of the environment, and why we did the upgrade, this caused us to chase a few red herring. We thought the issues were in the implementation, not the hardware.
The kicker...I think the switch may have killed one or more access points. This shit isn't over with yet. So yeah, I have already told them that they are highly unlikely to get more business from me. After all of this is over with, I will let them know in a less diplomatic way and tack this on to the list of reason .
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That's a chipmunk :P
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It's furry porn. We stop drawing the distinction there. You can drill down further if you wish, but we won't. :-P
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You can drill down further
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So, I was searching for something better quality than that, and came across this:
β¦total onebox fail
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came across this:
That doesn't seem like it is appropriate for children, and dad seems like the type of person that uses Bing.
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came across this
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