It’s been about 2-3 months since I purchased the iPhone 5s. And I have battery issues. The plus side is that the apple care team very quickly diagnosed the problem remotely, and assisted me in scheduling an appointment.
The bad news is that the battery was leaking into the rest of the electronics, and hence I needed a new iPhone. What does switching iPhones mean for a person who is buried into the technology world? It means a giant wasted afternoon again.
I need to updated all my two factor logins on the new device, I need to spend hours syncing and restoring, and update all the applications on testflight that are in development. Re-scan my thumb prints and remember all the passwords I’ve forgotten. Relink my sonos, and so many more that I haven’t even found yet. It is a significant time suck.
I almost feel like there should be a service or insurance to pay me for the time spent due to a defect in a product. Well only 277 more apps to sync, it gives me more time to write instead of play on that new phone.
It continuously surprises me how many businesses exist out there that are making significant profits, yet do not understand customer service.
Here I am a paying customer, who has an issue. I have taken time out of my day to look up your phone number, have the invoice or problem at hand, with my account number. I patiently sifted through your complicated phone tree, waited in the hold queue for you to pick up the phone.
I expend time and effort explaining my issue to you. You put me on hold to find out more information, and then come back to me stating that a particular department is closed on Sunday.
Don’t you think that there should be a way to leave a message for that department? For you as a customer service representative to take ownership with me and ensure I am extremely satisfied?
My only recourse is to hang up with the information that that department is available tomorrow from 9 to 5. Guess what? I work from 9 to 5 too, even longer! Now that 30 to 45 minutes I get away for lunch needs to be spent on calling you and explaining it again!
As you can tell I’m deeply frustrated by this simple problem. In fact I mentioned this to the agent, and encouraged her to add it to her suggestion box at her next team meeting. Unfortunately I believe 80% of the workforce falls into the bucket of “I don’t care” about making the company better.
I can assure you the world would be a better place if people all just cared a little more about improving it and making it better. All the little things add up. Happy Sunday!