Thursday May 29, 2003

CONTEMPT FOR THE PUNTER. I'm not the only ranter around who thinks his own bad customer service experiences are worth reading. Patrick Hayden is angry at his high-speed access provider, Speakeasy, for ripping him off. I'm not surprised. As recounted here, I got fucked over by NorthPoint (Outta business! See ya!) and Verizon (Service doesn't really work with Macs and screws up your operating system and mail agent! See ya!), in ways that were slightly different from those described by Hayden but fundamentally similar in that they reflect a growing trend of what I'll call contempt for the punter.

To reiterate, so many service companies make their long green from big clients that they don't think much about customer satisfaction down at the sub-millionaire end of the demo. Like a lot of things businessmen don't really care about, they respond to perceived problems in that area by sprinking some money and programs in places where trade magazine reporters might notice them, all the while leaving the basic problem -- systems designed to extract maximum money with minimum customer benefit -- untouched.

The "We don't use last names" response Hayden got from Speakeasy's rep is hilarious. And I expect that, should that piece of shit company remain in business (or become a wholly-owned part of some mega-corporation, as I suspect its owners are hoping), they will eventually institute a CRM program meant to address the problem -- meaning the customers' reps will give out last names, and lots of soothing baby-talk, but no better service.

As it happens, JP Morgan Chase appears to have fixed the problem they caused for me the other day. I say "appears" because in my discussions with them they left themselves enough rhetorical wiggle room to leave me on edge as to whether this problem is fixed for good, for a day, or what.