If you are like me you've had it with the majority of companies you deal with today if you have a problem with one of their products.
Recently I have had reason to call the customer service of two different companies about items I have purchased from them, each time I have had to call a number that was not a toll free number; in others words I had to pay for the call. One of the companies I called is the manufacturer of the computer I am typing this on, E-Machines; the other is Electrolux (who also makes Frigidaire products). In both cases not only have I had to pay for the call but, now here is the part that really pisses me off, I have been connected with an individual in a foreign country, most likely India. This mind you after having to listen to and respond to a lengthy menu of options (meanwhile the long distance charges keep piling up). After finally being connected to one of the so called "customer service agents" I attempt to explain my problem. These people understand and speak very good English, however they always seem to have trouble understanding if you try to explain to them that your problem is not one of the run of the mill problems they encounter everyday.
They following is a brief synopsis of the problem I had with a so called service rep for Frigidaire:
After finally navigating through a menu on a 1800 number that was provided with the owners manual of our brand new Frigidaire Gas Range I was told to call a (706) number if the previous menu did not solve my problem and I needed to talk to a customer service rep. I did this:
Rep: hello this is Mike (?) how can I help you?
Me: (after having recognized the heavy accent) Where are you located?
Rep: you called Atlanta but I am in India
Me: why don't you have a 1800 number I can call so I don't have to pay for this? (big mistake here - this is one of those out of the ordinary issues I talked about earlier; at this point he became completely flustered)
Rep: I don't know sir. How can I help you?
Me: here is my problem - We purchased one of your ranges two weeks ago. The first time my wife used the oven the heat from it caused two spots on the porcelain surface to flake off (at this point he interrupts: can I have the model and serial number?)
Me: I give it to him; he messes up both numbers and I have to correct him numerous times.
Rep: let me put you on hold while I look this up
Minutes later he finally comes back on line on tells me that I will have to contact a service rep and they will come out and fix the problem.
Me: they will not come out and fix the problem! the warranty info clearly says that the company is not responsible for damage incurred during installation; there is no way I can prove it didn't happen during installation (another mistake - again an out of ordinary concept) all I want from you is to know if your company sells a product that will allow me to repair it myself. (I'm put on hold again).
He finally comes back on line and AGAIN refers me to a locale service rep and offers to give a phone number so they can come out and repair it. At this point I hung up.
I immediately went to the Frigidaire web site and sent them an e-mail expressing my displeasure with the fact they have their customer service center in a foreign country and that they do not have a 1800 number for their customers. I had previously e-mailed E-machines with the same gripe after having encountered much the same problem with their customer service - their reply: by not having a 1800 number we keep our cost to the consumer down. They never responded about the frustration of having to deal with foreign nationals when a customer encounters a problem.
I urge you all to do the same thing I have done - find out how to get a hold of the parent company and call them and complain. If enough of us do it may be it will make an impression.