Week 2 Communication

 

 

 

Have you ever experienced difficulty communicating with a business?

 

Company A: I have several times over the years.  But always by phone.  Back in the days when AOL were sending out a billion and one CD's by mail, I signed up.  I cancelled before the renewal but was renewed anyway.  I called to get it fixed and got stonewalled with some rep telling me it was too late. 

 

Things got heated but I was careful on my language in trying to get my message across they'll just hang up on you if you get too salty with them.  Well he hung up on me anyway.  I was pretty livid.  Waited the next day, got another person and within 2 minutes she was able to cancel my next years renewal.  There was no social media back in those days.  And I have my doubts social media would've worked today in that particular situation.  But then again, it may have.  At least now I have that social media tool at my disposal.

 

Company B: On a more recent note, I was looking online for a phone appending service about 6 months ago.  Corresponding by email and phone with no less with 6 companies all of whom offered some sort free trial to earn my business when I came across the 7th. 

 

Not only was there no free trial to evaluate and compare their services with the other 6 but the so called marketing professional was pretty surly when I mentioned by name the free trial that his competitors were offering so as to prove their value.  Telling me that it cost them money to do the free trial (saving pennies to make dollars cost them more in the long run) and if the others were so good then I should use their services.  I told him I will take his advice and do exactly that as well as write about my experience on Yelp.  No response from the company to date.  But I believe this will not be an isolated case and their bad reviews will mount costing them much more.