Nowadays, consumers expect brands to offer help way before they’ve decided to buy, and long after they’ve made the purchase.Ĭustomer service is part of the entire buying cycle. Marketers attract leads, sales reps close deals, and customer support reps help customers.
At least they treated me with respect over the years.Traditionally, customer service was thought of as a post-sale activity. Or how about taking ownership that your system failed and just say "sorry" instead of trying to make me feel like I made a mistake? We will never use them again.
On top of all of this, why would you charge the same credit card 2 times and not say something to your customer? What shady business practice makes you feel like it's ok to charge someone 2 times for 2+ years and not send an email saying "Hey, just making sure you want 2 accounts". I didn't even want a refund, I just asked that the 100's of dollars they pretty much stole from me be refunded and he only offered the most recent payment. Even though their system messed up and dropped our trial email from our family plan, he basically made fun of me and told me it was my fault. They continued to blame me and said since both accounts were in use, they would not credit or refund the charges. I finally noticed, and contacted their customer support. I didn't realize this because one charge showed up at the end of the statement, and the other a week later on the new statement.
Well, in 2019 something changed, and our original email dropped from my family plan and started charging us for a single account, on top of our family plan.
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