Comments on: The stupid American Express “prove you are you” policy

By: Mike

Mike — Thu, 28 Jan 2010 01:23:24 +0000

Even better from Vodafone – after ringing them about something, I got a customer satisfaction survey call FROM A MACHINE. I felt very special to know they cared so much.

Here’s a clue Vodafone: using a machine to enquire whether I was happy with the service I received from your company tells me everything I need to know about your attitude to service.

If you want to know whether I’m happy with your service, employ a real person to ask me – not a frickin machine. If that costs too much then don’t bother because all you’re doing is alienating your customers.

By: Jeremy Taylor

Jeremy Taylor — Thu, 29 Oct 2009 07:00:52 +0000

I had this with vodafone the other day:
“Hi, I’m calling from vodafone to help you see if you’re on the right call plan and check you’re happy. Do you have a couple of minutes”
- No, I’m busy.
“I could call back”
- You got me now. Spit it out and be quick
“Sure, first, could you give me your account PIN?”
- Uh, why would I give that to someone who just called me out of the blue?
“Oh, how about you give me an answer to some security questions”
- Uh, why would I give that to someone who just called me out of the blue?
“I’m sorry, you obviously see that the caller ID was concealed but that was because of Perhaps I could send you a text and you could call back on 777 and we can discuss it then?”
- Look, you called me, I don’t even want this call, why would I call you back? You’ve got my call records, if you can see that I better plan would suit me then text me info about the plan I should be on.

#text: Vodafone: Hi! This is noel from vodafone. This is just a health check making sure that you have everything you need from us. Pls feel free to call 777. Tnx!

By: wakeless

wakeless — Wed, 28 Oct 2009 22:30:04 +0000

It really annoys me how banks (and credit cards) refuse to use email as a form of communication. The fact of the matter is, I probably won’t read my snail mail, probably won’t answer your phone call but I will read my email.

This is just another example of them needing to get on the Cluetrain.