Trust and Service

My partner’s old phone was aging and she needed a new one. In spite of her fear of technology-related changes, she plunged ahead.

Her business (like mine) had moved from Northern Arizona to Tucson so she decided it was best for her Piano Studio marketing to associate it with Tucson’s local area code — a new phone number.

She visited a major name discount store’s phone department to get the best price on a new model – the same brand as her old mobile phone.

But when the service person tried to connect the phone to the new number reserved with her current (and long time) mobile service provider the new phone would not connect to the new number.

Meantime, she had created marketing signage and business cards. Clients (and prospects) and friends were being notified of the new number. The old number had been deactivated by the rep at the store where she purchased.

Suddenly, she had no phone at all! For some who communicates as intensely as she does, the next 4 days became almost unbearable.

We visited and revisited the selling store. Sometimes we waited more than an hour for in person service of any kind. Help was promised, but no results.

Explanations were offered which later proved to be outright lies about alleged “service problems in the carrier network.” Finally, on day three, we were sent direct to a system provider store for help. That rep also lied, as it turned out, citing alleged service issues in his own company.

Only when we went direct to a supervisor in remote tech support, late on night 4 of this horror show, did we finally learn (after an hour of repeated remote testing) that the issue was a faulty or improperly identified “SIM card” in the new phone. We were directed to a “corporate (not third-party) location for the carrier company. We walked in this morning as the doors opened. Within 30 minutes we had a new SIM card in the phone and active service to the new number!business_execution

In the digital age, when many consumers’ grasp of technology is becoming increasingly shaky, we are at the mercy of both live and remote “representatives” with very inconsistent training (at best) and an unfortunate tendency (in this case) to make up stories about solutions to the issue.

Both vendors were reps of major brand name companies. Neither one told the truth on multiple occasions. Finally we encountered a knowledgable, courteous, persistent problem solver and truth teller.

The 4 day problem that could have been fixed in 30 minutes was finally repaired. I walked away with the feeling, “Heaven help us all”!

PS – If you are in a service business, never ever hesitate to say to a customer “I don’t know the answer but I will find out and get back to you immediately.”

 

 

 

 

 

 

 

 

 

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