I have decided customer service is dead. By dead, I mean it sucks.

A couple of months ago I moved from one state to another. On one level I was excited to travel across country, see some places I have never been, and re-establish myself in a new community. on another level I dreaded having to call the utility companies and other service providers to disconnect or establish service. What I found as the most satisfying experiences were the ones where I did not have to deal with any people at all. Not only did it satisfy my growing desire for instant gratification, I did not have to concern myself with a language barrier or with front line people who invariably don’t know the answers and certainly don’t know how to get you to the people that do. When machines are programmed properly, it is very efficient and very satisfying to get in, get out, and get it done. There are the occasional bright spots when an exceptionally helpful human who knows what I want and need goes the extra mile. But it has become such a rareity these days.

I was going to go on a lengthy tyrade about some of those experiences (I am still fighting with SDG&E to get a refund they incorrectly sent to the previous home owner of the home I owned in SoCal for almost 4 years. How does that happen !?!?!?!) but instead, I shall simply recount the experience I had today.

My wife and I have thought we smelled gas near the front door (outside) of our house now and then. We called the gas company this morning, they sent someone out, confirmed a leak, patched it, then told us we had two weeks to repair it or they have to cap the line. Smart, nothing out of the ordinary for a gas leak. THAT experience was actually pretty good. When we initially called them, we spoke to a person who promised a technician would arrive within two hours. He arrived in about 1 hour. He quickly identified the leak, explained the details and issues to me and answered all my questions. He even explained that it would not be too difficult of a DIY project and walked me through what I would have to do.

Tangent – Gas scares me. I will play with electricity. I can patch drywall. I like to paint and dabble a little in carpentry. But when it comes to gas, I try to take a hands off approach. I drop a circular saw, I may cut off my foot (which would suck) but hopefully it shuts down before going Maximum Overdrive and decapitating everyone within a city block. When gas goes off it tends to affect EVERYTHING in the immediate vicinity. People dissappear along with pets, cars, houses and wildlife.

So I decided to call a couple of places to get estimates. Please understand, I did not really think I would get anyone to tell me…..over the phone…..what it might cost to replace 10 feet of gas line. I fully expected to get the standard line of, “Well…..every situation is different. There are lots of variables……length of pipe (already established at 10 feet), diameter of pipe, (the one in question is a 3/4” line), whether I am in a good mood or not…..blah blah blah”.

But I thought I would try anyway.

First Call – Large, national, well known plumbing company. Apparently I called the national, automated routing center. I was informaed by the recorded voice that I was calling from a cell phone and that to “better serve me” I needed to provide a work or home number. My cell is my home number….. next company…..

Second Call — Another large, national, well known plumbing company. Again, a national call center only this one manned by a human. I was told flat out that until I provided my full name, home number, and address, they would not route me to a local center…… next company….

Third Call — Local company. They don’t do gas work. Fair enough. Points for being personable and being a human. I will call them back for water plumbing issues if the need be.

Fourth Call — Local Company with a big company phone routing system. After entering my zip code and getting looped through a second time, I decided to move on.

Fifth Call — Local Company. Spoke immediately to a human, transfered to owner of company, received voice mail.

Open BlogJet…..start venting.

Now I know I am not a very patient person. I know I could have probably stayed on the line in call four and maybe gotten a little further. But realizing I was probably not going to get someone to ballpark me on how much 10 foot of pipe, two elbow joints and a union joint would cost to install with labor, I decided to throw in the towel. At this point I am seriously considering it as a project for this weekend.

If you don’t see a post from me by late Sunday evening, send flowers and cards to my parents…

 

Cheers!

 

ps…..this will NOT be my only post on customer service (unless I don’t make it this weekend….) something needs to be done about it. Also, look for the new Rant & Rave category.  —>