Customer Relations Nightmares

Let's say you buy a new truck, well maybe used but new to you. You get all the paperwork done and drive off the lot. You enjoy your new purchase and then the fun begins. No payment book has yet been received. You call the dealer and they say OK, send us your payment and we will get it to the loan company so you won't have a late fee. A week goes by and you get a bill for someone with a different first name, but all other information is correct. You call the dealer. He says, call the loan company. You call the loan company where after you select five different options are put in contact with someone who you can not understand a word they are saying, now you get transferred to another person who also has a very heavy accent, but you are able to explain what is going on. They inform you to fax them your drivers license and they will correct the first name. Simple enough. Not so fast, next bill, same problem. You are wondering now if the title will have the correct name on it.

You call them back. Again five different options. Again you are put on hold and yet again you are told you need to verify your first name. The fact that you already verified your address and other pertinent information to even get this far is irrelevant. Now you have done as requested and they say you need to fax them a copy of your social security number to get the first name changed. This now has your blood boiling, how hard is it to correct an error that THEY made to begin with? You speak with the supervisor and also get the run around.

It's a sad thing, but it happens everyday and you are left to wonder what happened to the days of Customer Service? It's as if they are doing you a favor by even speaking with the customer. A few years ago this would not have even been an issue. This would have been handled in a timely manner and the problem corrected with an apology for the inconvenience to you. You probably would continue to do business with this company if treated differently. Perhaps they need to add an option such as "If you are not satisfied with our performance you may press six and have us reprimanded for not doing our jobs properly." Instead though we grudgingly comply with all that is required and just hope that somebody does the job correctly and fixes the error.

Customer Service should always be a top priority for all companies and not something that you provide and hope you never have to use. With all that said, May I say "Have a nice day and Thank You for reading!"