Who would you nominate for company providing the Worst Customer Service in the World?
Business owners, your customers want to talk to you. But, are you listening? Do you care? Is customer service just a word to you? Do you treat your customer service reps with respect, or do you pay them hunger wages and make impossible demands of them? Do you provide training?
Do you think customers are fooled by lousy customer service? Do you think your product is so great that nonexistent service will not matter? You won't serve your customer, but They Still Will Come?
I hate to do this because - this company has a wonderful product. However, soon, I will no longer be their customer.
My problem is with Weight Watchers, yes, the same Weight Watchers I've mentioned favorably several times on my blog. I'm close to my 10% weight loss mark. They've taught me a lot. BUT I don't think I have EVER run across a company that is as unresponsive as they are.
I don't say this lightly. But, in my group, I'm not the only person having problems. And, NO ONE is getting results following with people in the organization.
I first contacted Weight Watchers on January 21, following their directions on a voucher for 14 free weeks of online tools.(E Tools, which normally has a monthly charge, but because of my particular program, I am supposed to get 14 weeks free.) I had to to email a certain address for this particular program because I already had an account. There was no phone number. (In my book, strike one. What has happened to speaking to real human beings?)
On January 28 I received an AUTOMATED ACKNOWLEDGEMENT (1 week for that)
I did not get an email from an actual rep until February 13. At that point the rep gave me directions - easy directions, so why didn't they put this on the voucher instead of telling me to email a certain address for directions and wait three weeks?
The directions yielded me - an error page. The voucher number doesn't work.
As of right now, no one has responded to my followup.
My program coordinator is having the same problem with her account, and is also being ignored by customer service. I've told the person who runs our meetings, three weeks in a row, of my difficulty.
In another week, if this situation isn't resolved, my credit card will be billed for something that should be free to me because of me being in this certain program.
I tweeted to their Twitter account. No one home, apparently. No response. There are companies who use their Twitter account to resolve customer sevice programs. Not Weight Watchers, apparently.
Why haven't I called and "given them h**l??" Well, because I have a number of other things going on in my life. Should I need to badger a customer service department over a stupid voucher for free services I'm entitled to because I paid for a certain program and this is part of the program?
I am leaving Weight Watchers at the end of my paid session. If this is their idea of support, I'm gone. Their entire mission is support - support in losing weight. But when it is time to give service, nada. Again, it isn't just me, others in my program are having problems.
And - will I get someone to honor my request to cancel the eTools? That's what I'm really worried about. They made me give them a credit card number. I'll know better next time.
At this point in time - if you asked me if you should join Weight Watchers - guess what my answer would be?
Is anyone paying attention?