March 10, 2010
I've been a Speakout customer for a few years now and have been happy with the service, although my contact with any customer service people has been limited. On the weekend I happened to be in my local 711 and was looking at the Nokia C3 for my son. As I was aware that I could get $20 off the $119 price tag (with a $50 voucher purchase) and the signage in the store indicated that I would also get 2 months of data plus 2500 texts per month ($40 dollar value). That would essentially put the cost of the phone at $60 so I had the store manager go over the promotions once again, I paid for the phone and voucher, then left to give my son his gift.
When we got home I activated the phone on the website then called SO to see if the data and text promotion had been applied. It was then that I was informed by a polite young man that the promotion had expired last month and I was out of luck. I didn't put up much of a fuss and asked him to activate my $50 voucher, which he did, and then said "$25 has been added to your account". WTF, its supposed to be $50! I check the sales receipt and found that instead of selling me $50 as I asked, they had sold me $25 and not given me the $20 rebate. So I had essentially paid the same price for $25 less air time.
Back to the store where the acting manager immediately realizes the mistake, but as the voucher has been redeemed, he is at a loss as to what to do about it. He calls speakout and with his limited english he tries to explain the situation. I take over the call and explain the situation only to have the CS rep yell back at be "its not my fault, let them figure it out!". I explain that I am the customer and I just want to make it right, and asked that she please stop yelling in my ear. She replied that I should treat her with respect and stop yelling at her (I wasn't).
To remedy the situation I was forced to spend yet another $25 and received a $50 voucher.
$119 - Nokia C3
$25 - $25 voucher
$25 - $50 voucher
So a total of $169 as opposed to;
$99 - Nokia C3 ($20 rebate)
$50 - $50 voucher
So the experience cost me about $20 extra and several hours at the store and on the phone.
Note: Had a call today from the CS manager telling me that the advertised promotion had expired and there was nothing they would do about it. I'd take the damned phone back right now but that wouldn't be fair to my son.
December 30, 2010
while I cannot comment about the tone in the phone conversation, I don't think they handled the situation badly.
It was a mistake made at the store and has been corrected. For the SO side, they did what they can which is activate your voucher. They are not at the discretion to give you more as the store and the service are completely different thing.
Sorry for the incidence but I don't think it reflects badly about the customer service based on the descriibed scenario, other than the yelling part which I cannot comment as different people take it differently.
March 10, 2010
You are kidding right? 711 is speakout's distribution network so regardless of who made the error they both should have been equally responsible for resolving the issue. It is certainly not 711's responsibility to manage promotional signage either. If the free texting/ulb promo was to expire on may 31, it should have been noted on the signage. Certainly the signage should have been removed by late June.
To make matters worse, when the CS manger eventually called me back, she called my SO phone and not my office number as I requested. There goes another 10 minutes of airtime.
As for the rude employee? It did not even seem to be a concern to either the supervisor or the manager. They were far more concerned with denying any culpablity in this matter.
You can be a speakout fanboy all you like, the have a great service, but their customer service sucks.
July 28, 2011
January 18, 2009
August 9, 2011
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