Dear Apple, thanks for admitting your setbacks, refining your language so it is accurate, and giving me a free month of service in case I was inconvenienced. Dear other companies, follow this example.
07/16/08 by mark in consumerism, customer service. No Comments »
Keyspan sent me a dollar bill in the mail to complete a survey. While the physical dollar definitely got my attention, I didn’t complete the accompanying survey. I filled out the first page, and then opened it up to find 3 more pages of similar questions that didn’t really address the reason I had called customer service: the Keyspan website wouldn’t let me submit a change of address for my account when I moved.
I’m intrigued by the act of sending a physical dollar bill in the mail to customers who called in to customer service, but I wonder what the return rate is for their 4 page survey. Maybe that dollar bill would have been better spent getting the survey down to a single page, or fitting it on a postcard, or even digitizing it. The point, beyond the token gesture, is to get a response from me. To do so, they should reduce the steps required for me to submit a response.
UPDATE (7/17): I received this postcard follow up in the mail yesterday… and I’m still not planning to fill out the rest of that 4 page survey.
07/16/08 by mark in customer service. 2 Comments »
I make music as Day Might Same. My new album is available now.
