October 25, 2013
On Dec 18th I noticed my phone had stopped receiving calls, and I could not make any calls.
I checked my balance online under 'my account', and it reported "0.05", instead of approx $125 (wtf!?!). I contacted speakout customer service. The first CSR I spoke to was rude, and patronizing. The 2 others I've since spoke to have been a little better. From what little they will say it seems that one of the CSR managers authorized that my already activated $100 (+$25 bonus) voucher be transferred to someone else's account. (again, wtf?), leaving me with .05 in my account.
I went 4 days without service or word from speakout, until I broke down yesterday and bought another $25 voucher, hoping to restore my service. It worked, and I have service on my phone (no thanks to speakout), but I am constantly checking my balance online to ensure it doesn't go 'missing' as well. (I feel ridiculous giving an additional $25 to a company that has misplaced my $125, but at least my service is working again)
So, 4 days and counting, $125 missing from my account.
October 25, 2013
customer service seems really intent on giving me the run-around. They have now claimed I was sent an email requesting proof from my voucher. I've already sent it 3 times, over the last 5 days.
seems like they're are going to keep playing the 'send your proof/not received' game until I give up.
March 12, 2009
October 25, 2013
The money has been returned to my account, with no explanation or apology. I am relieved this was resolved, but still in a bit of shock regarding how poorly this was handled by the CSR's @ '611' & 'email@example.com'. Not sure if it's just a coincidence, but once 'firstname.lastname@example.org' got involved, I started seeing some forward progress.
I've been a customer for around 5 years, never had any issues, and have even encouraged 3 people to sign up to speakout, but after this experience, I think I'll move to another service once my balance is used up.
September 2, 2014
Wow, that's terrible, and a real black mark against Speakout. You hate to hear about any company providing such atrocious customer service, but especially one that you use!
I think you can tell a lot about a company by how they respond to issues like this. If problems are rare, and customer service staff are empowered to deal with them, and the problem is usually solved quickly and to the customer's satisfaction, then you detect that immediately in the helpful attitude of the customer service staff. Their job is to deal with customer problems and resolve them, and they are happy to do so. If problems are frequent, and customer service staff see dealing with problems as a burden that usually doesn't end well, you detect that immediately in a grouchy and aggressive attitude. It flows downhill from the top levels of management and company values. Management are either communicating to customer service staff that their guiding principle is "how can we keep a happy customer who will keep on giving us business and recommend us to others?" or "how quickly can you get them to give up and go away without costing us anything?". The actual difference in procedure and/or cost usually turns out to be quite small, so I'm always astonished that companies allow such a poor attitude to develop in their customer service staff. They are willing to spend large sums on acquiring new customers, and then piss them off pointlessly over a trivial incident and have them go tell all their friends and family and post their experience on public forums to drive away 10x the business. Why don't they understand how counter-productive that is?