Customer Service – Compare and Contrast – Updated

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Over the past 2 weeks, I have had two incredibly different customer service experiences, 2 very different results and 2 surprises in the attitude from the companies that I have dealt with.Let’s start with the good. Despite what the the team at Consumerist says, I’ve always had really good experiences with Comcast. Maybe I’m lucky, but I’ve found their product to be excellent, always available and their customer service, when needed, to be available, polite and helpful. From anecdotes, I recognize that I might be in the minority here, but I’ve always felt that they do a good job.Yesterday, I needed to log into my account and couldn’t remember my password and the password reset feature was broken. Rather than call, I had heard a lot of good things about ComcastCares on Twitter, so I decided to give it a shot. I sent a message and sat back. Amazing!Within an hour, I got a direct message from Frank, who manages the account. He explained that they were having some trouble with that server, but that someone would call me directly to get my account issues resolved. Within another hour, I got a phone call from Melissa who again, explained that the server was down, but that another agent would contact me when it was up to walk me through the process. First thing this morning, I got a call from George letting me know that the service was up and that he was happy to walk me through resetting my password. Was there anything else that he could help with? Sure, my bill is too high, can you help with that?He couldn’t, but that someone in the local office would call me to review my services. Sure enough, I got a call a few hours later from a sales manager to walk me through my bill and get me a lower rate. I had a bunch of meetings this afternoon, so I’m still working on that one, but for the past two days, Comcast gets an A+++++ for customer service. I’m blown away.UPDATE: Please see my updated post on the matter around Lulu.com. Things are working out for the best!Compare that to Lulu.com, the self-published book site. Ugh. Where do I start. A few weeks ago, CovervilleTimely Persuasion by Jacob LaCivita. I loved the description of it (click the link for that) and ordered it off of Lulu. ran an ad for a great sounding book calledFirst, they have a really confusing check-out process. Maybe I’m too accustomed to Amazon, but I found it very unintuitive. But my point is on customer service. Lulu does printing on demand. When I got my book, the cover was that of Timely Persuasion (the book I wanted), but the content of the book was printed wrong and there was some other book on the inside. No biggie, these things happen.If you run online customer service, Zappos or Netflix should be your bar. After dealing with them, anything else will be a disappointment.I go to Lulu’s online chat for support to get a new book shipped out. I figure I’d chat with someone, explain the problem and they would send out a new, correctly printed book. No such luck.My support rep via the chat did everything but accuse me of lying about the problem and went so far as to explain that their policy was to have me scan in images of the book and email them with these images at which point they would decide what to do. He also went on to explain that, while he couldn’t do anything that night, that someone would contact me via email for a resolution in about 2 days.30 minutes of chat and 7 days later, I hadn’t heard from anyone at Lulu. Yesterday, I filled out another customer service form and today I received the response that, again, they need me to scan or take pictures of the book and email them in.IMO, this is a screwed up process for Lulu. This is a $15 book that we are talking about not a plasma TV that I’m trying to scam out of them. Instead of printing out another copy and sending it to me (i.e. make the customer happy), they are accusatory, annoying and have probably spent well over $15 trying to solve the problem. Lulu customer service = FAIL.

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6 thoughts on “Customer Service – Compare and Contrast – Updated

  1. 2 For Good » Blog Archive » Customer Service - Compare and Contrast says:

    […] Customer Service – Compare and Contrast Over the past 2 weeks, I have had two incredibly different customer service experiences, 2 very different results and 2 surprises in the attitude from the companies that I have dealt with. Let’s start with the good. … […]

  2. » Customer Service - Compare and Contrast Another Found Self: What The World Is Saying About Another Found Self says:

    […] Service – Compare and Contrast Posted in July 9th, 2008 by in Uncategorized Customer Service – Compare and Contrast Compare that to Lulu.com, the self-published book site. Ugh. Where do I start. A few weeks ago, […]

  3. Jacob LaCivita says:

    Scott,I’m the author of Timely Persuasion. I’m honored by your interest in the book, and just as disappointed and surprised as you in your Lulu experience. I’ve heard of this happening one time before, but never heard anything about the number of hoops that needed to be jumped through to remedy the situation.I’m putting in a complaint to Lulu on your behalf. In the meantime, shoot me an email with your mailing address and I’ll take care of you with a free autographed copy at my own expense.Best,JL

  4. Books and Magazines Blog » Archive » Customer Service - Compare and Contrast says:

    […] Customer Service – Compare and Contrast Over the past 2 weeks, I have had two incredibly different customer service experiences, 2 very different results and 2 surprises in the attitude from the companies that I have dealt with. Let’s start with the good. Despite what the the team at Consumerist says, I’ve always had really go… […]

  5. A Blog of Timely Persuasion » Blog Archive » Adventures in Customer Service says:

    […] Customer Service – Compare and Contrast (Most of the relevant content is crossed out – a good thing I’ll get to in a minute…) […]

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