Saturday, October 20, 2007

Customer (dis)Service in Edmonton

• My first example of this was attempting to hook up my IV (Internet, Cable TV, PVR and phone). I called to book an installation almost as soon as I got here - at which point I was told it would take two and a half weeks before a technician can visit (and I needed to be home between 9 am and 12 pm). When the technician finally arrived (2 pm), he had forgotten to bring my new fangled PVR device, so he had to install a regular set top box. I wasn't too upset (as I finally had Internet), so I organised another appointment (in another week and a half) for a new technician to come with the PVR and swap it over.
  
  When a technician didn't turn up at all on the scheduled day, I gave Shaw a call. After verbally wrestling with the automated assistant (see below), I was told that an extra work order was never made against my account - but I was welcome to make another appointment in two weeks to get a technician to my apartment. I ended up going to a Shaw dealer and picking up the PVR and "installing" it myself (by plugging it in). After a few complaints on my behalf - I did receive a discount on my first month's fee, but I would have much preferred to have it all setup a few weeks earlier.



• As mentioned earlier, customer "help lines" are very difficult to navigate (much worse than Australia). Everything's automated ("Why don't you tell me the movie you want to see"), even though the voice recognition is terribly dodgy (perhaps it's my accent). What really annoys me is when the help line has voice prompting without the backup of pressing numbers on the keypad (the good ones at least offer "If you wish for me to sacrifice a goat in your honor, say 'goat' - or press 4"). Sure, if you mumble garbage into the phone for long enough, you'll eventually get to speak with an actual person (5 to 10 minutes later) - but it's very inconvenient. At least get voice recognition right before forcing it upon us.



• Product knowledge is definitely lacking in some of of the staff that I dealt with. For example, I saw an ad on TV which featured some dashing Sidney Crosby casual gear that was only available at SportChek stores. I went to SportChek to pickup a Crosby jacket, asked a kid in the clothing section where the blue Crosby jackets were, and he took me to a non-Crosby (and not even blue) rack of jackets. I explained that it was a new line of Crosby clothing that SportChek sold - and he informed me that they only sold T-shirts at this store. Fair enough - to make sure I went to the hockey section, when I was told that they only sell Crosby sticks and gloves - no clothing. Still not convinced (especially as the store had signs posted advertising the new gear), I went to the front of the store and found a "new arrival" table to be full of the Crosby gear. Sure, they were new items - but considering the amount of TV ads done by SportChek you'd hope they would invest in a little training for staff.



• Stopping at the local electronics store one weekend, I asked if they had a certain Xbox accessory for sale, which they didn't. Fair enough - I asked if they knew when they were getting it in, "nope" was the non-commital reply. OK - "I shop here a fair but, and I'm willing to come down and give you my money if you just give me a ring when this product comes in" to which the kid replied with "Sorry, we don't do that". Is it just me - or is it not a normal request for a customer to be called when a product comes in? Sure, it wasn't the most expensive product - but I've already spent a few hundred dollars in the store, and will probably be taking my further business elsewhere.

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