To those who provide customer service, dont waste peoples time. [Letter to #Cellairis customer care] To Whom It May Concern, I contacted your location at Augusta Mall yesterday with inquiries about a front and back iPhone 4s replacement. The woman I spoke with informed me that the tech was not there, but would be later that day, at 5:00 P.M. today, and over the weekend. I told her Id like to come in and let me know shed try and contact the tech. He called me about an hour later and I spoke with him, a very nice and professional guy. Unfortunately, I told him, I could not come in yesterday and it would have to be today but I could not set an appointment yet. That was the end of the good. I called back around 4:00 yesterday to try and come in later that night. The woman I spoke with asked for my info and said shed call back. 6:30 and no call. I call back and the same woman asked right away if I could hold. I agreed knowing that there must have been someone she had already been helping. 2/min go by and she is speaking unprofessionally with customers! She checks back in with me and asks what I needed. I started and let her know I was waiting for a callback. She recognized my voice and asks if Im me. I say yes and she says she tried to call but it was busy. Then asked if I could hold again. I agreed. Then when she tried again it went to vm. First of all, I never knew a cell phone gave a busy tone. Second, I hadnt had ANY phone calls nor did I make any between #Cellairis. 7 min go by as well as at least five customers. (How do I know? I know because I could here her intro and different voices with unrelated questions separated by a brief goodbye and a new Hello) after Still being on hold for another minute I hung up. I gave it the night because I wanted to be patient and called back today around 11:30. The same woman answered and asked for me to hold. She must have rung someone out, the hold was brief. She recognized me and called me by name. She began to gave me a completely different story. That the tech never comes in during the week. He only comes in for appointments. I ask to make one for today and she says she doesnt know, she has to check. I make sure she has the right number and wait. 2:40 I call. I am greeted with a familiar Can you hold a moment? I say ok and time starts. I play Candy Crush while I listen to her speak to 3 different customers(i counted this time) 10/min on hold is when I checked the time. I listen in as I beat a level of CC. Three stars helps my mood. Over the next 5 min she shows a few cases, bad mouths #Cellairis case supplier about shipping, and gives a customer the price of a repair. Guess what I did at 16 minutes! I hung up. The phone has been busy every time I called over the next 30 minutes. I wonder how long I would have been on hold. This is a severe lack of customer service being displayed by one of your employees. I have heard great reviews of your tech. I want to go to him. Especially after that donkey show iXperts performed on my phone. However, to get to the tech I am being thrown through obstacles and loops trying to set an appointment. This email and the hold time have taken up almost an hour of my life. Id like to know where I should go from here. If you are unable to remedy this satisfactorily, consider me an escalated customer and forward up to the next level. If who this is passed to cant provide adequate solution, consider me extremely escalated as well as someone whos time should be taken as money and forward this up. If still nobody can deliver an ideal outcome, forward to the CEO. I would be HAPPY to provide a detailed SoP as well as an elaborate Customer Service Reformation Proposal in order to guarantee this audacity to customer care never happens to anyone again. I look forward to hearing back from you. Joshua R Hemma
Posted on: Fri, 01 Nov 2013 20:13:07 +0000
Trending Topics
Recently Viewed Topics
© 2015