What's the worst customer service you've experienced?

mr_vino89 on 13/07/2013 - 11:43
Last edited 13/07/2013 - 15:47

I recently called up Harvey Norman at Oxley to ask about Sony Bluetooth wireless speakers that I wanted. The reception desk transferred my called to a guy from the computer department. He told me that his department doesn't deal with those bluetooth speakers and so he transferred my call to the entertainment department (or something).

So I spoke to a guy in the entertainment department about the speakers who told me that his department doesn't deal with bluetooth speakers and that he would transfer my call to the computer department. I told him that I was just transferred from the computer department to his department to enquire about the speakers.

He rudely response "No, we don't deal with it mate you have to speaker to the computer department about it". I could then hear him walk to the computer department to speaker to his colleague about. They were both arguing about which department looks after bluetooth speakers etc etc and none of them wanted to take responsibility for it.

Feeling impatient I decide to just hang up the phone.

It annoys that that Harvey Norman separates their departments in a one level store and none of them are not willing to try and help customers unless its within their department. otherwise, you'll be completely ignored.

All I wanted to know was how much they sell the speakers for and whether they had any in stock. Was it so hard for either of them to check that information about on their computer database?

Harvey Norman is generally re-known for provide bad customer service. They always talk it up in their ads but the reality is they don't always deliver.

I currently work as a retail sales assistant so I can be abit more forgiving and patient towards retail employees who cop a fair bit of slack from customers, and so I do know how they feel. However, it urks me that some employees just don't give a crap about their job or understand want good to exceptional customer service means.

obviously this is not my worst customer service experience (and likewise for a lot people) but it was my most recent experience.

Anyway, thought I'd ask everyone what is your worst customer service you've experienced?

Hopefully your opinions and rants will raise enough awareness for those companies to improve on their poor customer service.

  • end rant - lol
General Discussion

Comments

  • bich.light on 17/07/2013 - 00:23

    Mine isn't as bad as your story and this is the only one I can think of at this time….
    But at the Jenolan caves in Blue Mountains, I went and ordered a hot chocolate from the cafe. The woman made it for me and made a mess over the counter; she put the lid back on and didn't bother cleaning it for me even though I asked her to. She simply pointed at the rag which was beside me… I was left to my own to clean.

    Same thing happened with Wentworthville Hungry Jacks. I ordered a frozen coke and ice cream — both were sticky on the sides and staff refused to wipe up their own mess.

  • jinroh on 17/07/2013 - 00:53
    +2

    This one was a bizarre customer service I experienced, til this day I have no idea what really happened.

    I called 3/Voda call centre, I can't remember what for, and a lady answered on the other end. So I started explained why I called, in a calm manner (I am sure I wasn't complaining or anything) but then I heard that she started crying/sobbing!

    I asked her what's wrong, but with her limited English, she said something like "she really can't take it today", keep saying sorry, etc. I politely asked her to transfer the call to someone else who could answer my question, but she refused, (my best guess is she thought I will report her). Anyway, hung up, called again, and spoke to someone else, didn't mention a thing about what happened.

    Well, I can understand everyone can have a bad day in the office. But still, it makes me wonder what kind of professionalism they promote in call centre business.

  • doubleclutching on 17/07/2013 - 07:37
    +2

    Every time I step into a Dick Smith store, I stopped shopping there a while ago though.

  • mapia19 on 17/07/2013 - 09:03
    -1

    Origin Energy
    Customer Service: NIL
    They don't disconnect on "Fridays". They don't work on "weekends".
    But I'm moving house I say and someone else is moving in on "Friday". But we don't disconnect on "Friday".
    But someone else will be living there on "Friday".
    But we don't disconnect on "Friday".
    But I don't want to pay for the electricity when they move in on "Friday".
    But we don't disconnect on "Friday".
    But…

    • T1 on 17/07/2013 - 18:21
      +2

      Did u think that if you kept asking the same question repeatedly, they would start doing disconnections on a "Friday"? Most power companies generally need 3 or 4 working days notice. Did u only have a couple of days notice u were moving?

    • Baysew on 31/03/2014 - 09:44

      They're dead Dave.

  • Domingo on 17/07/2013 - 10:07

    Interesting that all of Telstra, Optus and Vodafone are all the worst at customer service.

    • cwongtech on 17/07/2013 - 10:10
      +1

      No one's mentioned Vaya, TPG or LC yet haha

      • SirFlibbled on 17/07/2013 - 10:46

        I can have a go at Vaya. The Mrs connected to Vaya $28 plan. She got her first bill and paid it. The next month there was a $10 late payment fee. Supposedly they issued another bill for $3 she knew nothing about (or why it was $3 is still a mystery). With my Vaya account they automatically charge my CC if I don't pay manually. Seems they didn't for her.

        So she calls them up to complain as a) she didn't get a bill for $3 and b) a $10 fee is not reasonable for a $3 charge (see the lawsuits against the banks for this exact thing). They refuse to remove it and refuse to let her speak to someone higher up. She ends up posting on their FB about it and threatened to go to the TIO if they don't get in contact with her. They send her a FB message offering to remove the fee as a 'goodwill gesture'.

        Next month the charge is still there. She complains again and is told they don't have a record of it. She emails them a screenshot of the FB page. They claim that's not good enough proof.

        She's with Boost now.

        Also for me I was a little perplexed with a bill I got from them. I must have paid a bill twice one month and paid by CC so I was charged $1 per transaction. I get a bil the next month for $1. It seemed silly to be charged $1 to pay a $1 bill. I email and ask if they can just waive the $1 or is there a way for me to pay the bill without incurring the $1 fee. I'm told only if I dd. I paid it but still, it was a bit weird.

    • frostee on 17/07/2013 - 12:32
      -4

      People love to hate on telco's. I don't think the hate is justified to be honest.

  • zeto87 on 17/07/2013 - 13:36
    +2

    Big W. Went In to purchase a game at the sound counter on a weekend. Was told by the employee at the counter that "the game had been locked away by the manager who wasnt on duty today" and that "only he/she has the key to open it and ill have to come back during the week". Asked to speak to the current manager on duty. Employee went away and returned with game in hand 2 minutes later. If big w wasnt so competitive with their prices, I wouldnt have any other reason to shop there.

    • Miss Dior on 17/07/2013 - 17:35

      I've noticed a lot of bad customer service there (Big W) lately. Get in a queue, about to step up to register, they send a staff member to say they are only serving layby (at the main counters) cause its the toy sale. Send me to another register - self serve. Told by one staff member that another staff member will do it for me. She says to go back to the main registers, where I'd just been told I couldn't pay cause they were only taking laybys. Attitude is that she has "copped problems from customers all day". To sum up what I said, "Speak to your manager, don't take it out on customers, we aren't being paid to cop it from you." Store? The one I usually shop at: Macarthur Square NSW. Sadly it has some wonderful staff being undermined by the Management and attitude of some staff members. I've also noticed advertising that is clearly misleading and they are quite content to tell customers "Take it to Consumer Affairs". They have lost a lot of my spending (I've cut my spending there by 90% as a result of the behaviour and marketing, which is great for me cause I haven't transferred that spending elsewhere so I'm saving heaps and not buying things I probably don't really need ) and wonder why staffing hours available are diminishing.

  • beansyum on 17/07/2013 - 14:15

    MSY Fyshwick, Canberra. Enough said..

    • SirFlibbled on 17/07/2013 - 14:43
      +6

      MSY anywhere. They don't provide service, hence the prices. It's a store for people who know what they're looking for. I've never even been given a smile from the staff who work there.

      • joshm998 on 17/07/2013 - 23:27

        I have to disagree as the Staff at MSY at Elizabeth SA are very nice and always smile. They also are great at recommending parts for computers.

        • kobrien456 on 19/07/2013 - 11:37

          MSY Slacks Creek are great too, Chinese kids, they can be a little hard to read sometimes, but very helpful,they troubleshooted (sp?) my small problem without a fee.

  • p1 ama on 17/07/2013 - 19:57
    +2

    I'm usually the type of shopper who does research beforehand and know exactly what I want to buy before buying, so for me, good service consists of having an up to date inventory system and short queues. Even though a lot of people hate on MSY, I do like their way of working, good inventory system online, relatively short queues if you go early in the morning on weekdays…etc.

    I hate annoying salespeople who know nothing and are there to simply sell you a product, sometimes they are just invasive. I was just strolling through Harvey Norman, not really intending to make a purchase, just taking a look at what's available and I was peppered by salespeople who didn't know what they were talking about. I had a guy claim that LED TVs use a different display technology to LCD TVs and he claimed that each pixel was an LED…etc. I just politely told him that LED TVs are simply LCD TVs using LEDs to light the screen.

    • zelda707 on 17/07/2013 - 20:10

      I just politely told him that LED TVs are simply LCD TVs using LEDs to light the screen.

      what did he say after that? :)

      • BlazinPast on 17/07/2013 - 20:16

        "Oh, in that case, may I interest you in our latest plasma TVs which use state of the art plasma technology, meaning more power efficient than LEDs?"

      • p1 ama on 17/07/2013 - 20:42
        +5

        Haha, well he tried to reason with me, saying that that what I was saying was ridiculous, that LCD TVs use a heated substance which produces light which is why they turn hot and that LED TVs don't produce heat.

        I just explained that there's a difference between LCD TVs, LED-lit LCD TVs, OLED and Plasma and that I think he was getting confused. He then tried to refer me to another TV which was on special.

  • fredscool on 17/07/2013 - 21:55
    +1

    my vote goes to harvey norman. Bought a laptop in 2009 and never shop there ever since. They employ employees who have limited knowledge about what they sell.
    They dont have any knowledge which means they are useless.

    • tonyjzx on 18/07/2013 - 01:29
      +6

      1st world problems

    • Eivad on 18/07/2013 - 09:56
      +1

      Good to know your knickers were left in a knot, lil azn boi

  • srhardy on 18/07/2013 - 07:28

    HUNGRY JACKS, no question HJs is the worst as they copied overything except McDs customer service and best practice in serving customers… Oh and despite what they say, the burgers are not better@HJs either, hence the number of new hamburger joints that do a real grilled burger for not much more than HJs or McD's for that matter!

    • Tal_Shiar on 18/07/2013 - 12:52

      The burgers are better at….Lord of the Fries…pats belly

  • biozet on 18/07/2013 - 09:18

    dont buy from hardly normal…simple rule that you will never regret

  • nadan on 18/07/2013 - 11:07
    +2

    My worst experience was with Virgin, flying from Sydney to Melbourne and wanted to buy a bottle of water and I only had $50 note on me, when I gave the hostess the money she refused and said she didn't have enough change. I said you should have enough change for $50 but she wouldn't bother and refused to sell me the water and I had to endure the next 45 minutes without water.

    I thought any decent airline would give you a glass of water or the bottle of water complimentary given they are the ones who don't have the change, but not with Virgin.

    I wrote to Virgin explaining the situation but obviously they wouldn't give a shit.

    • matt_will_fix_it on 18/07/2013 - 11:25
      -2

      What would you have liked them to do? Pop into a nearby shop and get change for you? Gone to their local bank to get some change?

      Oh wait, they are 34000 feet in the air.

      Next time be more prepared. Bring your own water. Bring notes that are easier to change (eg $5/$10/$20).

      • nadan on 18/07/2013 - 13:20
        +1

        Not sure if you are serious with your comments, but to me you seem a typical Virgin employee.

        I want them pop into their freaking bag of money and give me change, I can guarantee that htey have enough change but they don't want to give any change back on small items, unless you buy more of their stuff. If they can't do that then they should give their passengers a glass of water or complimentary bottle of water.

    • kyle on 18/07/2013 - 12:17
      +1

      Virgin Australia has been offering complementary water, tea and coffee for a while now.

      And no credit card on you?

    • umoddbro on 18/07/2013 - 21:29
      -2

      Did they not have any toilets on board? Plenty of water there.

    • Blockey on 21/08/2013 - 09:03

      I only had cash on me on my way back from Bali and they only take credit card but they still gave me a free bottle of water when I told them I only had cash.

      Would of thought they probably have to provide drinking water like pubs? If they aren't they probably should! You can be on a plane for hours and could easily become dehydrated if you didn't have cash on you…

  • cloudy on 18/07/2013 - 12:36
    -3

    As most people have commented, if thats ur worst ur donig well.

    When i opened this thread i was expecting something terrible, but it sounds like u got decent service and u didnt even know it.

    Bad service isn't when u have 2 staff members discussing ur issue and YOU hang up on them, its the opposite, when u have 3 or 4 staff member all ignore you and THEY hang up on you.

    I can rant about my worst, which is jetstar, cancelling my flight after making me wait 8 hours ( how long did u wait for HN?) and then LIE about my next flight out and LIE about how i would be reimbursed my taxi fare back to accomodation which i had to another night for.

    I also have a good story about Commbank too, but i cbf typing and getting myself upset.

    So Mr Vino, whist i can sympathes with your quasi computer/entertainment product confusion, you haven't experienced bad service yet.

  • p1 ama on 18/07/2013 - 12:53
    +2

    I think something to recognise as well is that usually, we don't get annoyed at bad service, but we get annoyed when we expect a certain level of service and that certain level isn't delivered.

    I have never been annoyed at MSY or LiveConnected, both of which I have dealt with in the past because they are both low-frills and low-cost and before dealing with them, I know what to expect, minimal customer service, but great prices. I'm okay with that.

    I think the reason why people complain about Harvey Norman…etc. so much is because they are so used to expecting a high level of service. I have never heard anyone complain about MSY not picking up the phone, for instance. But either way, all this can be resolved if stores were smarter and set up better inventory systems…etc. so customers won't have to call in the first place and just check online.

    It's almost easier to just shop online these days.

  • gviddy on 18/07/2013 - 14:43
    +1

    yeah Harvey Norman is weird like that.. now I understand how it works, they have their separate departments which need to make budget.. like mini companies I guess…

    However before I knew this i went to Hoppers Crossing, also after some sony speakers, just walked in, saw some but they were a bit different.. luckily i had the catalogue so said oh i want these ones but you seem to be sold out.. but was told, no you'll find that in the other department, so i was expecting he would go grab them for me, but no he just walked off..

    So i go to the other department, still looks like the same Harvey Norman as the other department, show them the advert, and without even looking at it properly, oh thats back in the computer department.. i couldnt help but think WTF !?

    Then i said no he sent me here, can you look it up, so he begrudgingly looked it up on the computer.. and well what do you know, they are out the back… of course no sorry or anything…

    clowns! the only time i buy anything from HN now is some crazy low special.. which i am hoping they dont make money from anyway.. no way i would buy anything else from their shops…

  • caff3ry on 18/07/2013 - 17:56
    +1

    I dont know about you but i love going to my local harvey norman…albeit only to the computer department because everyone else there seem to have a rod up their @$$, that aside though, ive built up quite a good rapport with the people in the computer department, they always give me awesome prices like one time i went in and they were jam packed because they had a special one day sale but the person who i usually buy stuff from told me that if he didnt serve me now i wouldnt get him for the rest of the night and quickly "slashed" the price on a JBL Flip bluetooth speaker for me ended up paying $70 for it and was shocked when i went home and discovered JB HI FI sells it for $150!!! Im am sorry to hear you had such a bad experience but i dont think we should base the companies reputation based on one employee. Then again im sure there are a lot more horror stories out there, but this is just my experience with harvey norman.

    • fredscool on 20/07/2013 - 19:07

      no second chance HN
      we can go other retailers or simply shop online and save

  • yabree17 on 18/07/2013 - 19:49
    +2

    Just remembered this one from a few months ago.

    Currently not working and only had limited internet bandwidth at the time so I thought - ooh there is a Video Ezy lets go in and check it out - maybe join and get some movies.

    I walk in and 2 staff behind the counter are talking so I decided to just go and choose some movies. I end up walking about for 20 mins looking at the New Releases etc and choosing a few. (During this time another customer came into the store also - though I did not pay attention to what they did - they looked to be browsing).

    Anyhow I go up to the counter (grab a can of coke from the fridge) and ask if I could please join as a member.
    They turn around to me and say 'NO - We are closed'. I'm like… "um… it looks like you are open???" I get back another rude "No - we are closed!!". I say "Then why is the door open and why didn't you say something? Why did you let me walk around the store for 20 mins looking at movies if you were CLOSED?!!".

    At that point I gave up, and walked out. I wanted to throw the DVD's at the idiots but didn't see any point. Why have a store OPEN if it is not in fact OPEN… lack of customer service from a typical ethnic group was also very present. I was fuming…

  • [Deactivated] on 19/07/2013 - 12:50

    my local "good guys".

    Walked into the store around 10AM to buy a new shaver (mine had just shit it self so I was looking pretty rough lol). I was the only person in the carpark and when I went in the only person in the whole store apart from staff.

    4 staff members were at the main desk around a computer, 4-5 others were walking around the store doing from what I understand stocktake. Shavers are locked up so I waited near the locked cupboard waiting for a staff member to see me. I was clearly visible by all staff and it was only after roughly 15mins I was asked rudely what I was doing standing there.

    to say the least I ended up buying a shaver online.

  • cruise control on 19/07/2013 - 14:51

    Not 'worst' per se, but I rang up a local gym franchise for some enquiries. I got asked to put on hold. 2 minutes later, I got hung up on. The second time I rang them the same thing happened again. So I got fed up and went into the actual gym. Turns out the two staff there were just chatting idly.

    Not impressed.

  • jayt on 19/07/2013 - 16:15
    -1

    I was travelling/on a budget trip in Seoul, Korea. One morning I was in Seoul station and this station is a pretty big station where tourists often have to walk through to get to the high speed rails. I was looking for a local map so I approached a tourist travel centre and asked for one.

    Me: Do you have any local maps?

    This guy was just clicking away on a computer just browsing and without even bothering to look at me, he simply said "Oppso" and continued clicking away on his computer… Luckily I understood it meant "no".

  • wbeer on 19/07/2013 - 17:26
    +3

    As a salesperson;

    I think its harsh to assume that you are going to know intricate details about 1000's of products in the store. Considering you are most likely a Uni student working 2-3 shifts a week getting paid minimum wage.

    Alot of customers are pleasant, but ALOT are very rude. They don't care about wasting your time (despite knowing you have to met KPIs/have other store tasks to do). If you say you dont know the answer to something alot of customers will ask to speak to someone else/ or criticize you, especially when customers could of easily 'googled' their questions. (questions like; does this program no one's ever heard of run on this computer… like really??)

    Customers will argue with you regularly about things they know nothing about. Customers will bring back used items a month later and expect a refund, and threaten to report you to fair trading if you dont…. simply they dont understand the law.

    The nicest people ive dealt with are - intelligent non-lazy people who recognize your time is valuable, or other retail staff. - and if all customers were like that then you would recieve great customer service.

    Some salespeople are crap though, granted.

    • nadan on 19/07/2013 - 18:01

      A bit of contradiction in your post, first you criticize the customer for asking a question when you have answered that you don't know. And they say customer will argue about things they know nothing about.

      To me, you just summarized what sales people are like, if you don't know about a product you are selling then you are clearly in the wrong job.

      • wbeer on 19/07/2013 - 18:12
        +1

        A customer will ask…. "can i plug this harddrive into my TV"….. a yes/no/maybe if its formatted/maybe if its powered/etc question that the customer should of googled, or atleast know what their TV model is.

        Its a nobody knows question…. you might aswell call up a clothing store and ask if their pants will fit.

        Expecting salespeople to know everything is an excuse to be lazy.

        • r3volt on 19/07/2013 - 20:16

          If you know how to use Google there is a pretty good chance you will also not be asking that question. Sales people need to know what they are selling.

    • Miss Dior on 19/07/2013 - 19:41
      +5

      Respectfully, I would like to present a different point of view. As someone who has grown up in retail and has spent 7 days a week 364 days a year in it, I understand that you may find people rude however customers are what results in a wage/living. Business owners know this and hence the term "Consumer Sovereignty". The issues of pay and KPIs are issues that all employees should address with their manager, whatever their industry. They aren't issues for the purchaser and if a person isn't happy with their role &/or pay then they may elect to choose another industry/career. The first priority in retailing is always serving the customer, to bring in profits, other tasks can be delayed to when there is a break between serving customers.

      The role is that of sales and this includes answering questions, truthfully and accurately. It isn't the customer's job to google these. If they do, they may choose online purchasing instead. They don't "owe" the store for responding to their enquiries. It is a "privilege" to have the opportunity to serve them. It is the sales person's job to know products. In selling cars (amongst many other products, both large and small) I have family members who have read the workshop manual cover to cover to ensure they know about each vehicle and can answer questions.

      These days customers are often well researched (hence Ozbargain) and know what they want, but they are still entitled to ask questions about a product that they are willing to spend their hard earned money on. Yes there are some who are unreasonable and want to return used items (a used dinner service, unwashed, yes truly) and some don't understand the law, but there are also retailers/manufacturers ignoring their legal obligations. By and large consumers want quick, polite service and many will be loyal to retailers who provide that. If it isn't provided then purchasers fail to buy (as they are in the current economic climate), retailers go out of business and the "uni student" you spoke of has to find another job (perhaps struggling to do so) while the business owner has the huge undertaking of starting their life/business/career over.

      Each customer is "bread and butter" to the retailer. It is only in an era where retail outlets are owned by big conglomerates that staff can afford to ignore customers (talking to friends on the phone or doing administration while the paying customer waits to be served). If it is a small business then any failures on the part of sales assistants quickly becomes obvious to the owner in lost profits. Successful business owners know that earning loyal customers takes work and that one small mistake can undermine a great deal of good work done in the past and quickly lose a good customer. There is plenty of competition out there for customers in terms of availability of products. It is good service that differentiates the winning businesses from those that lose patronage.

  • p1 ama on 19/07/2013 - 23:15
    +4

    Just reading the past few posts, I have a feeling that great customer service is something everybody wants, but not many people are willing to pay for. If you were after a Hi-Fi amplifier, for example, you could probably get great service at a local specialist boutique retailer which is staffed by the owner and several other staff who are all experts and Hi-Fi fanatics. It will probably be more expensive because it costs more to run a local specialist boutique store, but you'll get great service, you'll get all your questions answered.

    But you realise that the JB Hi-Fi down the road is offering the product you want for cheaper. So you decide to head over there and buy it. Why is it cheaper at JB? Probably because they're massive company which buys massive amounts of stock, but also because they probably hire less knowledgeable people for lower wages. They are less specialised. But, hey they are cheaper, so you'll want to buy it there.

    Now, there's probably an online retailer who can get it to you even cheaper, no storefront, no hire, less cost. So they'll probably attract customers.

    It costs money to hire salespeople who are experts and who know what they are talking about. In the end, it's a balancing act really - service that's too good and they'll lose business because it's too expensive, service that's too bad and customers complain, well, I don't know how to break that stalemate!

  • Ughhh on 20/07/2013 - 03:17

    Just watched the Amys Baking Company episode from Kitchen Nightmares. I must say, nothing in this thread compares to what people experienced at ABC. So, the sales guy didnt know the answer to your question, at least he didnt yell at you , call you names and tell you to leave.

  • gomertose on 20/07/2013 - 06:37
    +4

    Liveconnected (now taken over by Vaya)…

    Bought a Nokia 920 from them on 30.06.2013. No confirmation email, no tracking number, no nothing. Money disappears from credit card. On 11.07.2013 still haven't got it yet. Want to contact them, but they have no contact number… I call the Vaya number instead. Spoke with a rep who informs me that the package has been returned to them cos apparently I refused the package (no I didn't, it never arrived). I suspect they sent it to the wrong address like many other customers that are complaining on the liveconnected support forum. Anyway, she says the will resend it and I should get it on Tuesday (16.07.2013). I confirm the address with her - UNIT AB, XY street. So I wait a whole week… still nothing. I call them again on their 1300 number from home on 19.07.2013. Briefly connects to an answering machine which reads out my home number and says something about it being not recognised or validated. I try again… same thing. I am thinking are they blocking calls from this number (same number I called them with the first time)? I add 1831 in front of the number to block my caller ID. This time it connects to their options menu. I then get put on hold. After 5 mins I am disconnected. I try again… 15 minutes later on hold I am again disconnected. I am now getting mightily pissed off. I send them a request callback on the vaya page, not having much hope this will happen. I go to the liveconnected support forum to post a message, but need to register first. I supply the email etc. It says a validation email has been sent and I need to validate before I can login etc… no validation email received after 30 mins (still waiting for it). I am pondering what to do next.

    Miraculously, I then get a call on my mobile. It's the rep from Vaya with my callback. He says they have just received my parcel back from AusPost and will mail it back out to me. I question why the rep I spoke to a week earlier said I would be receiving it 3 days ago??? He repeats that they have just got it back from AusPost and that I had refused the package the first time. I said I never got notice of an attempted delivery. I suspect you are sending it to the wrong address. Can you confirm the address you are sending to? XY street… NOOO! That is the wrong address, you are missing the unit number. I confirmed my address with the rep last week? When did you last change your address sir? I have not changed my address since I've been with you fools… It MUST BE A PROBLEM WITH YOUR SYSTEM. I have noticed that when I login to the liveconnected page, it shows my address as XY street. When I hit modify (as I have thought they have the wrong address on the system in the past) it shows these input boxes:

    UNIT AB
    Number XY
    ST Street

    So all the details are there and there is nothing to modify. I tell them there is a big F'UP with their system since it is not transferring the UNIT to their shipping details and I suspect it is happening with every other liveconnected user who is wondering where their package is. So when will I get my parcel??? He assures me it will be mailed out promptly and I should get it in 2-3 working days. How do I know whether it has been mailed out or not… since I never got any email/tracking/etc the first time. He assures me that I will definitely get a tracking when they mail it out this time. We shall see… if it doesn't get here within a reasonable time, I WILL reject the package and get a chargeback on my CC. Might just buy an S4.

    • yabree17 on 22/07/2013 - 03:19

      Ugh sounds painful… let us know how it turns out :(

  • CI on 20/07/2013 - 13:54

    Dont have the long stories but my local office works and Harvey Norman are the worst. I hate them sooo soooo much. Soo much.

  • [Deactivated] on 21/07/2013 - 10:57

    I had to exchange a brand new HP desktop PC because it wouldn't boot into Windows. Went to Officeworks, parked my car just outside the entrance, walked in and spoke to the girl standing at the entrance who checked people's bags. I explained my situation and asked if another staff can help me take it in. Another staff member (a big fella) was standing a few feet away and he said "the trolleys are over there" pointing to them. I'm thinking what crap customer service is this. Anyway I brought it in with the trolley to the entrance and another guy came and took it away to the back. At this stage the big fella was now standing at the entrance. On purpose, I left the trolley right in front of the entrance, blocking people's way. I walked away as I wanted to see how long this fella would do nothing. He stood there with the trolley in front of him, blocking the entrance for at least two minutes, he just stood there! If I was Undercover Boss he would be so fired! I then complained to another staff member who said that this big fella was the manager on duty! I advised them to put a complaint through higher and they said they would.

  • biozet on 22/07/2013 - 12:31

    i seem to remember a tiger airways flight to melbourne was a regret. i enjoy the msy non salesmanship.

  • [Deactivated] on 21/08/2013 - 06:59
    -1

    My rant on Big W, from a recent incident

    went over the weekend to BIG W in Epping VIC to buy an item. Item was not in stock. Thankfully the CSR confirmed that it is out of stock at Epping store, as it is a catalog item. When I asked what are my options, I was advised that I should visit some other store and the nearest one is 15 mins away. It is only 15 minutes away, so you should be able to do it and don't expect us (BIG W) to do it. The tone was bit rude.

    I said that there is no mention of any raincheck policy on the catalog. Then the CSR got a little bit helpful, and she checked the other store for me. no stock there as well.

    I went on BIG W website and bought it for $8 extra (the delivery fee). I have read that it is misleading advertisement to advertise a product and then not make it available.

    Why was BIG not being helpful and getting the product from elsewhere (including their online store)?
    Why do they do minimum stock, or misleading advertisement?
    Why can't CSR be more helpful and getting you what you want?

    Big W or Big Wreck

    • Miss Dior on 21/08/2013 - 10:22

      Interesting that you should mention Big W. They recently advertised some Thermos and Aladdin discontinued flasks & travel mugs from $3 with a photo of one of the items next to the price. I went to the store the day before the catalogue commenced. The item photographed was going to be reduced the following day from $20 to $15 according to the dept mgr. There were no items at $3 at all. The shelves were full and the only $3 item was a Big W own brand. The mgr was rude and didn't understand consumer law about misleading advertising.

      I phoned the head office and they said they would investigate and call back. Each time I had to call them back the complaint was not registered in the system. Initially they said they would try to get the store manager to sell it for the advertised price - no return call. Later they said it didn't breach the laws, they didn't have any stock of the photographed item, but anyway "go to the ACCC". When I did training in these things it was clearly stated that if a product was photographed next to a price "from $X" then the photographed item needed to be the one that was $X or else it was a misleading advert. Since then Big W has lost a lot of my business. Added to that they have few check out operators and long self serve queues. Well, long queues at any checkout actually. They are understaffed and given I can't count on their catalogues not to be misleading they aren't a favourite store anymore.

  • [Deactivated] on 21/08/2013 - 07:09

    Another Rant on Target, happened couple of days ago.

    My wife went to target. at the bathing / towel section of the store some towels were advertised for 30% off (Advertisment read - Terry Towel 3 pack, I am available for $7, save $3). Below the advertisement, only one type of towels were displayed. She picked up the towel, went to counter to pay the discounted rate.

    Obviously the discounted rate was not available. The CSR instead of helping out, started saying that the retail market works on false / misleading advertisement. The towel you are looking is probably sold out, so we probably placed some other brand at the location. All things were probably, not willing to check out for herself. NOTE - There was no brand mentioned on the advertisement. CSR started getting rude, trying to imply that my wife doesn't understand the world, the language it speaks or the retail world. What a lecture from a so called CSR. If the CSR was that much knowledgeable, would she be a CSR only?

    Why fake ad?
    Why an attitude to customers?
    Why not trying to help customers (the first principle of CSR)?

    May be the reduced staff after recent lay off has started showing and the cracks are becoming visible.

    Target, way off the service target now.

  • Quaker on 25/08/2013 - 02:27

    Bing lee Chatswood - l was shopping around for two Asus tablets. Went into Bing Lee and asked a sales rep the price on 32gb model as they only had 64gb displayed, he says "are you going to buy it?"…so l reply "well l can't answer that unless l know the price" so he repeats himself and l say the same thing again. He finally huffs and puffs and walks off to check the price. He comes back and tells me they have none in stock and says "why don't you buy the 64gb?" (Unfriendly tone), so l say ask what exactly is the difference between the two tablets if l put 32gb sd card in the 32gb tablet…apart fron 64gb costing $200 more. He has no answer.

    I ended up walking out dumbfounded that someone like that would bother working in sales. I ended up buying the tablets from HN.
    Bing Lee did get a complaint from me and they apologized and said the guy was training.

  • Mapheox on 04/09/2013 - 14:13
    +3

    I am in Perth and a few months ago I had a run in with Dick Smiths not fulfilling their warranty obligations. I have a post about it here somewhere.

    Here I am now at Myers and I kind of hope I am getting some kind of service. I am currently sitting on a bed in Myers in Perth with a coffee.

    I walked around for 20 minutes trying to find a CSR, went back to sit on the bed to read some reviews while waiting for a CSR to show up and fell asleep for 10-15 minutes. I woke up around 10 minutes ago and grabbed a coffee from the restaurant a few meters away at the top level, came back and here I am. I am quite content to sit here and drink coffee while commenting.

    I have to go back to work in 30 minutes or so and this might be a daily routine. I might bring some colleagues around too and show them my new pad. Tomorrow I will try the other more expensive beds and leave my butt imprint on it.

    Feel free to join me if you are in Perth. I'll be there most days from 11:30 to 12:30 having a coffee. If I'm not there then I might be at David Jones because they have Sushi there.

    I'm not even mad.

  • eve on 29/03/2014 - 23:22

    I bought two items online and went into the store to return one.
    The sales girl points out (laughing actually) that I didn't get the 40% off marked price discount which has been in-store the entire time.
    She also retags the item at an even lower marked price in front of me whilst I am getting my refund.

    The sales girl knows I bought two of the same item. I comment that I could return my other item (which was the same dress, just different size) and get it for the lower marked price and even greater discount in-store. (ahh the ozbargainer in me..)

    She then becomes aggressive!! She tells me she won't let me do it, that I'm dodgy. She says she's got my name on the return receipt and if I come back to try to do that she will charge me at the same price I bought it for. I say that someone else could buy the exact item for the lower price, which isn't fair and equally, I could ask someone else to buy it for me at the lower price. She gets more angry and repeats that she's got my name on the receipt, that I'm dodgy, that she will charge me the higher price.

    As I was trying to leave she actually walked out from behind the counter and faced me square, repeating her comments and saying "I want to make sure you understand". She was quite loud and this was in front of other customers. She definitely left me frightened. O_O.

    She wasn't the store owner and the store is an Australia-wide fashion retailer that also sells at DJs. (So not a small struggling boutique). The company website states they accept return for refund for change of mind. The saving (or loss depending on which way you see it) was not substantial - I'm talking about pocket change. I was actually just making small talk at first!

    • minniethemoocher on 30/03/2014 - 20:26

      Maybe you should say you have got HER name and if she continues with her rude behaviour you will complain to head office. Watch her change her tune. I would be tempted to return it & repurchase it just to stick it to her. BTW if the promotion was current when you bought the goods you should have been entitled to the 40% off regardless of whether it was in store on online.

      • eve on 03/04/2014 - 18:40

        I returned the other item to another store (seed perth) to avoid that crazy sales person and won't shop with the company again. I emailed the company and got the most pathetic reply! I'll post it on https://www.ozbargain.com.au/node/138549

        Will also post it out to my contact list and make sure I tell all friends and family.
        Looks like the poor service is company culture!

  • OldBugger on 29/03/2014 - 23:35
    +2

    I had the sales assistant come up to me and say "hello" .. well I just had enough of it at that point.

  • juventino on 30/03/2014 - 01:07

    the worst I've experienced is from one of the staff in Hoyts Melbourne Central.

    I bought the ticket from Optus Yes Ticket for a Wednesday night viewing.

    Arrived there 15 mins before the movie starts. There are around 10 people queuing. I queued in the 'Priority' line since I've bought my ticket online. This allow me to be served faster ahead of others in the normal waiting line.

    The female staff definitely noticed me standing there, exchanging eye contact with me several times but I was ignored for a while she served others. After serving 4 other people, I decided to come up to her and showed her my booking confirmation. She reluctantly took it off my hand.

    I was waiting for around 10 minutes for the supposedly 'priority line' which defeats the purpose really. But that's not it. Even worse, the female staff didn't utter a single word during the whole transaction. Didn't smile, didn't say hi, didn't ask anything, didn't say anything about the ticket or other customary lines such as ' enjoy your movie', not even a 'thank you'.

    An online transaction provides more humane way of interacting with people than this particular staff

    Haha

  • Jared17 on 31/03/2014 - 04:21

    Scoot airlines for me. Would never fly with them again

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