Tut-tut, Sunglass Hut– bad customer service heads its ugly rear

Sunglasses– Leo ReynoldsI needed new sunglasses, because I’m an idiot and can’t find the nice pair I have worn for the last two years. So, I go to Sunglass Hut because I have a $20 coupon, buy a nice pair and off I go– until they break one week later.

I return them, no problem, but they don’t have any more of that model so I do a refund and new purchase but– they won’t refund or re-credit the coupon. Excuse me? I am supposed to forfeit a $20 coupon? So I say no thanks and later send a note to customer service. I wasn’t expecting anything,but I got an infuriating bot-response (no name on the note) stating the coupons are non-transferable.

Unfortunately for Sunglass Hut, my business is transferable. Thanks for the lesson in how not to keep your customers.

(Flickr photo by Leo Reynolds)

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Comcast customer service: more cursive, less cursing

I was going to say, “Comcast couches customer service in personal notes,” but I had to make a choice.

For all the customer service horror stories we hear about Comcast and other big companies, I thought I would share this:

Last week I upgraded to a DVR service with Comcast for my new HDTV set, and today, what do I receive but a note with a coupon fora free movie! This after the I had trouble getting the box to work correctly and dealt with a number of quite helpful customer service reps on the phone before deciding I needed a replacement– no big deal, and good service all ’round.

But get this: the coupon came in a handwritten note from Regional VP Paul’Arcangelo. I was impressed.

Of course, asshat that I can be, I must point out the following:

The coupon was for an on-demand movie up to $3.99, while Comcast has just aised the price for on-demand HD movies to $5.99– oops.

The letter looked like a card from my parents, including what appeared to be my Mother’s handwriting. Sorry Mom and Dad, but I have a bad habit of not opening personal mail right away– ok, that’s my quirk.

All in all, an intersting take on customer service though.