the same company with different services

Dec 3, 2012

I’m experiencing an ultimate FAIL customer service day. I find it exasperating when different areas of the same business don’t provide the same type of service. A domain issue today, over 2 hours on hold trying to get support, and I’m STILL on hold right now. I started out with a phone call. On hold for 45 minutes with Company A and no answer, I then tried to do a chat module from Company B’s website. It is as follows (yes, I blocked out the company name):

It’s the SAME company? Seriously?

So then, I call the number provided by the SAME COMPANY to another number within the SAME COMPANY to get help. *POINTS TO THE PHOTO ON THE LEFT* In my attempt to contact Company B — which is really the same entity as Company A — I’ve now been on the phone for close to an hour.

This should be the perfect example of how NOT to do business… still, the company is huge and prospering. Why? Sometimes it’s a simple case of making it extremely hard to move your business elsewhere. When that happens, I guess you can treat your customers any way you want to.

Have you had a similar experience?