The issue I encountered recently got me less irate than my usual experiences with contact centres, but nonetheless it still prevails worthy of a blog post.
I had a query for Microsoft. You know that little company worth $273.2 billion USD?
For once, I wasn’t calling up to complain. I merely wanted to ask a question about the licensing agreement of Windows 7 as I had specific installation requirements (of which I won’t bore you with the details).
Firstly, it took me a while looking through Microsoft’s maze of a website to find any sort of help on the issue. When I did, I was screened by the F.A.Q. page which was of no use to me. It took some more probing before I could find any scrounge of a phone number to call in Australia. I would’ve thought it’d be much easier to contact Microsoft… Apparently not!
When I called, I was directed though another labyrinth of voice prompts before being redirected to “Kevin”, (of what was a terrible alias name for) a young Indian male with a heavy accent.
After failing to receive any sort of empathy, let alone “customer support” I was transferred to what seemed to be an American contact centre where I spoke to “Angel”. Again, another useless pleb who didn’t know what they were talking about. Angel suggested I search for my problem on the internet (which I had already done, hence the phone call) and directed me to (and I quote):
“w-w-w-dot-bing-dot-com… That’s b-i-n-g.”
Are you serious! What’s wrong with this picture people?!?
This was about the point where I asked Angel:
“Could I could speak to someone with a little more knowledge on the issue who can actually help me?”
That’s when I met Paul. I had been transferred around the world, all the way back to one of Microsoft’s Australian call centres! Why couldn’t I have begun my journey here!?!
Paul was VERY helpful and responded to my query almost immediately.
It just makes me wonder, why do companies make it so difficult for the customer to get help? It’s almost as if they make it as difficult as possible to deter customers from even trying.
Additionally, if you’re simply not committed to “customer service”, don’t make out as if you are. Poor effort from Microsoft who lists “commitment to customers” as one of their company values.
In the future, if you need to contact Microsoft, call 13 20 58 and press 2 then 1. That’ll get you someone who speaks Australian.