Is it Live or is it Memorex Crappy CS?
oh dear, another day, another poor online customer service experience . . .
A few days ago (see previous post) I had a poor experience using a companies Live online chat service. The problem there was caused by a lack of information on the part of the operator and, it would seem, their supervisor.
Today I had another question to a different company called Heatmiser related to a timer clock I’d brought. The manual was very, very thin so I went online searching for more information, found their live chat and thought I’d give it a go. Here’s the result.
| Operator 10:16 | Hi, my name is Operator. How can I help you? |
| Me 10:16 | I’m having a problem setting up my time clock |
| Me 10:16 | I have a TM1 |
| Me 10:17 | on the mode select page it says how to set the mode but not how to confirm it |
| Me 10:18 | ie. ‘Using the Up/Down keys select the desired more’ |
| Me 10:18 | then what? |
| Me 10:20 | anyone there?? |
| Me 10:24 | really, great service from the Live chat then . . . |
| Me 10:30 | last chance??? |
As I’m typing this post it’s 10.45 and I still haven’t seen any response from them.
Live chat features on company websites can be great for solving small problems and can may a company look really good, pro-active and helpful. When use like this however they just make you look bad and you’d be much better off not having it online in the first place . . .
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