Why in the world should you make things difficult for your consumers? Why make them wait, why inconvenience them?
I don’t have an answer, I’d be willing to bet nobody does, but they still do it!
I had two crappy customer service experiences in the past few weeks which iritated me very much. The first has to do with my car insurance. I’m not a very big fan of insurance companies to begin with but when they do something that inconveniences me and makes me do extra legwork for reason it just pisses me off.
What happened with Geico is I recently turned 25. When this happened my insurance is supposed to go down right? wrong! Geico sets up your policy and prices only once a year. When that happens if you’re under 25 (even if its 1 day before your birthday as in my case) you get shafted. You get your ’24 year old price’ until the next time they reevaluate your policy or 364 days in my case.
When I found this out I gave Geico a call and asked to speak to a manager. I explained that if they didn’t reevaluate my policy using my new age that I would simply transfer my account to another insurance company for a day (or less) and then transfer back to Geico because I did some quote checking around and Geico is still the cheapest for me. He thought this sounded silly and had me hold while he checked to see if he could just give me the newer price without me closing and reopening my account. Sadly despite his efforts this was not a possibility and he appologized. Well I hope your happy Geico because of the crap you’ve made me go through I haven’t bothered to spend the time transferring my insurance around.
My second experience was at a local BestBuy. What happened affects me more than most consumers possibly because of my Wegmans background. I took my camera with me to the store to get repaired. Dust was getting behind the screen and was starting reduce the visibility. When I walked up to the Customer Service counter I noticed that the line for the Geek Squad was about 10 people long. There was nobody at the normal counter and 3 workers standing around doing absolutely nothing.
I went to the normal counter, explained my situation, and was told that I needed to see the Geek Squad. I told them to look at the line and all I needed was turn in my camera to get it repaired. They appologized but said I’d have to wait for the Geek Squad. While I waited in line I noticed all 3 workers at the regular counter just standing around gossiping together. I wanted to speak to a manager but I didn’t want to take the time. I wish I had.
Why don’t these companies take customer service more seriously?
One thought on “Geico and BestBuy – Crappy Customer Service”
I’m right there with you. CS means so much. A year or two ago I had a similar experience at CompUSA. There were huge lines at the order pickup area. I had already placed my order online and just needed someone to go get the boxes and finalize the transaction. There were two managers standing outside of their office door bullshitting about the tennis game that was on in the other room. I could not believe it, I went over them and said “You guys aren’t doing anything right? So I think you can help me…” The one guy replied with “Well I’m training this guy he just started.” To which I replied “Perfect he can learn how to do an online pickup.” They tried but what was even more frustrating was they didn’t know what the hell to do and had to ask the people that were bustin’ their ass helping others.