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Last post 20 years ago by La10870. 17 replies replies.
Who's customer service really stinks?
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Robby Offline
#1 Posted: Sat, Jul 12 2003, 7:52 AM EST
Joined: 10-30-2002
Posts: 5,067
Does anyone have any horror stories? We've heard people defend CBid to the point of considering it their younger sister. Has anyone had any serious problems with others? No need to name names if that creates a problem. I'm currious.s
xibbumbero Offline
#2 Posted: Sat, Jul 12 2003, 8:01 AM EST
Joined: 01-25-2002
Posts: 12,535
Yes. X
Slimboli Offline
#3 Posted: Sat, Jul 12 2003, 8:04 AM EST
Joined: 07-09-2000
Posts: 16,139
... and how is this 'Cigars & Related'? Seems to me to be more of a 'Miscellaneous' topic. That is ... unless we are to talk about other cigar companies customer service ...

Then ... we have to be careful, and not step on the rule of 'unreasonable messages may include ... disparaging ... a company, or website.'

... hehehe ... sorry Robby ... I couldn't resist this one, and you left yourself wide open ... ;^) ... although you did cover yourself by stating, "No need to name names if that creates a problem."

But them ... what would be the point?

OK ... yeah, I've had some bad CS ... with several companies.
Charlie Offline
#4 Posted: Sat, Jul 12 2003, 8:36 AM EST
Joined: 06-16-2002
Posts: 39,751
Yes

Charlie
johnfs Offline
#5 Posted: Sat, Jul 12 2003, 8:39 AM EST
Joined: 01-01-2003
Posts: 2,993
Good service here! but now at...(ryhmes with)guitar trash, beattles in half the order, completely dried out, no packing, delivery did not match order, 5 weeks to recieve, voice mail message never returned, could not even print out the web page. I hope this post does not break any of the posting rules, and I'm sorry if it does. J
Natsmoker Offline
#6 Posted: Mon, Jul 14 2003, 8:33 AM EST
Joined: 09-09-2002
Posts: 138
Cbig is awsom. But I had a bad exprience with capitol of Arizona cigars dot com. (edit this if needed) Ordered a box of Nat Sherman Gothams. Told me the paper on the box was torn but guarenteed me that it was an unopened box. I don't smoke the paper so I said sure. Well the unopened box arrived and had 10 cigars with price tags on them. Five of those looked liked they were picked up off the floor behind the display cabinet, just caked with dust and mold. I was totally discusted. The CS there took no responsibility for the problem, they kept blaming the supplier. I didn't order from the supplier. I don't even know who that is. No "we're sorry" no " we'll ship another box out ASAP". Took some effort even to get a return tag and a refund. Will never use them again. Found the same gars for even less at another .com site. Now I just order from that other site and cbid. Never a problem, and cigars are always in great shape.

Would love to see some Nat Sherman Gothams on cbid. Any chance?

Steve


SteveS Offline
#7 Posted: Mon, Jul 14 2003, 8:52 AM EST
Joined: 01-13-2002
Posts: 8,751
I've had noteable customer service difficulties with two cigar firms, (neither of which was CI or CB), one of which convinced me that the firm in question was determined to (tick) as many people off as possible before going out of business (which they did).

Most companies aren't really BAD and their CS doesn't really STINK ... but too many firms just aren't GOOD either ... they do as little as absolutely necessary to stop the bitching of the moment and little or nothing to preclude future problems.

But ... I see far too many companies whose exhibited attitude is indifference ... they just don't seem to give a rat's a** whether you're happy or not, satisfied or un, come or go, bring business or take it away ... if their people were to put the apparent attitude into words, we'd hear 'em say "you know, we could get a lot of work done around here if it weren't for all these crummy customers interupting us."
RICKAMAVEN Offline
#8 Posted: Mon, Jul 14 2003, 9:33 AM EST
Joined: 10-01-2000
Posts: 33,248
i really look forward to calling direct tv, the phone company, verizon dsl tech support, and a few others hose names escape me for the moment.

i know i can light a 6 1/2 X 50 and will be able to finish the cigar before i leave the seat. after i have gone through no less then 3 menus and sub menus, and "we are experienceing a high volume of calls, your wait time could exceed 11 minute" (translation "our service tinks, our product stinks and we only have the one girl who would work for minimum wage, and she can barely spak english"), i will have had almost 4 cups of coffee and played 3 rounds of gin, and sometimes a game of solitaire and finihed my cigar.
choner Offline
#9 Posted: Mon, Jul 14 2003, 9:39 AM EST
Joined: 02-04-2003
Posts: 876
No real problem with Cigar orders, most of them are good if you are civil and polite in your e-mails or phone conversations.

But I once had a bad customer service experience with a two-dollar hooker down in Mexico.

choner
cccbus Offline
#10 Posted: Mon, Jul 14 2003, 12:14 PM EST
Joined: 02-20-2003
Posts: 412
well as a person who's job it is to teach customer service, as well as other things. I find that to many people are very lax about customer service. they just think there is nothing they can do about it so they don't. What they need to understand is that everyone is a customer. And good customer service is relative to the person talking at the momement. What is good for you may be unacceptable to another. Good customer service is not something that is easy and has to be strived for every day. Keeping a customer happy and stayin within the company policy is no easy task. But usually it can be done if the customer service dept has been empowered to take care of the customer.
OK..enough of lesson 101 of CS. Gotta go grab a bite of Dinner and post a pic of my "gonna have a cuban experience" :-)
Robby Offline
#11 Posted: Mon, Jul 14 2003, 12:32 PM EST
Joined: 10-30-2002
Posts: 5,067
What's up with those RVAs (Recorded Voice Announcements) that say, "we're experiencing an unusually high volume of calls". You can call them on any given day, at any given time, and they'll tell you the same thing. If that's the case, then aren't they experiencing their normal volume of calls? And just making a bunch of lame a$$ excuses about why they can't get to your call within 20 minutes?
RICKAMAVEN Offline
#12 Posted: Mon, Jul 14 2003, 7:11 PM EST
Joined: 10-01-2000
Posts: 33,248
robby

i already bitched about that, see above. find your own thing to bitch about.
denglazer Offline
#13 Posted: Tue, Jul 15 2003, 3:44 PM EST
Joined: 11-02-2002
Posts: 9
I guess I have been incredibly lucky.I*ve ordered a lot of cigars from a multitude of different vendors through the years and as of yet have never had any problem(knock on wood).
RICKAMAVEN Offline
#14 Posted: Wed, Jul 16 2003, 6:38 AM EST
Joined: 10-01-2000
Posts: 33,248
denglazer

i think your tolerence level is too high. didn't you ever get at least one cigar in a package with the band facing down, when all the other bands face up.

surely you have gotten a package with too many peanuts so that some fall on the floor when you open the package.

what about the package with too much tape on it making it a litle harder to open or, worse yet not enough, even though the package arrived safely. it might have opened. it could have opened.

javen't you ever received a package with you name mispelled? that's a deliberate slur on not only you, but your entire family tree. those dirty rats. how dare they insult my great grandfather by misspelling his name.

are you starting to tense? are you feeling the stres build. tighten up (not lighten). feel the ulcer starting, the adrenaline flowing, your blood pressure building?

now let';s here about how flawlessly those rotten, dirty rat have mishandled your shipments.
Charlie Offline
#15 Posted: Wed, Jul 16 2003, 7:11 AM EST
Joined: 06-16-2002
Posts: 39,751
I thought that we were discussing cigar companies only, but if you expand this to "customer service" in general...........that is another story! Agree with Rick, and get so damn tired of Comcast and their announced recordings of "high rate of calls" or Microsoft service, etc.....Hey get a clue folks, if that is the case hire more CS reps!

Charlie
RICKAMAVEN Offline
#16 Posted: Wed, Jul 16 2003, 3:16 PM EST
Joined: 10-01-2000
Posts: 33,248
charlie

atta boy. let's get some more bitching. hey denglazer, don't you want to play, "bitch and whine?"
Robby Offline
#17 Posted: Wed, Jul 16 2003, 3:30 PM EST
Joined: 10-30-2002
Posts: 5,067
Here's one for you. I'm refinancing. I called the mort co I have my current second with. I asked for a copy of my settlement statement. The young lady was clearly reading her canned responses, I may as well have been talking to a machine. She said, that will be processed within 10 to 14 days. I said, will I have it within 10 to 14 days? or are you saying it will be mailed within 10 to 14 days? Her reply? That will be processed within 10 to 14 days. I said, I understand what you're telling me, but what I'm asking is are you estimating that I will receive it in that timeframe? or that it will be mailed in 14 days? her response? That will be processed within 10 to 14 days, this time growing more upset and conveying that in her tone... I said, look, I keep asking you a question and you keep giving me an answer, but it's not the answer to the question I'm asking!? Her response? That will be processed within 10 to 14 days... "Customer Service... Yeah, right!"
La10870 Offline
#18 Posted: Thu, Jul 17 2003, 4:34 AM EST
Joined: 10-14-1999
Posts: 993
Those other cigar sites NEVER sent me matches!!!!!!!!!!!!Damn them!!
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