As bad as the economy and business have been in this country, it is amazing to me to see how many major companies have stiff-armed their customers when it comes to getting complaints resolved. Technology has made it possible for such companies to virtually prevent you from talking with a live body; you either get the voice-mail runaround or are relegated to sending chats back and forth on your computer if you have one. A national survey by Arizona State University's W.P Carey School of Business found the number of households saying they were very or extremely upset about companies’ response when they complained escalated from 60 percent to 68 percent in only two years, since 2011. 98 percent of customer service outrage stemmed from dealings with private companies, not with government agencies.
You can bet that this attitude starts in the company executive suites. If you're a company employee with a problem, you probably can't even begin to discuss it with your management. Many of these companies are facing plummeting bottom lines and management is quick to blame the economy, the unions, the taxes, government regulation or anything else they can blame their poor management skills on.
If you are considering a major purchase, I strongly suggest you try to contact someone in the company customer service department first. Find out for yourself how difficult it is going to be to get help or service if you need it. Check CONSUMER REPORTS to see how they rate customer service on the part of the manufacturer.
If you encounter employees who don't seem to be interested in anything more than the sale, you need to think about taking your business elsewhere.
That's MY AMERICAN OPINION, respectfully submitted.
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