In this modern age, companies like Yelp and Trip Advisor have made local businesses accountable for their customer experience. Search engines like Google have started to display search results using factors such as the number of positive reviews and feedback. However in 2015, monopolistic corporations are still getting away with treating their customers poorly. Here are 5 companies with some of the worst customer experience in 2015 backed by real customer horror stories and personal experiences.
1. Electronic Arts
When I started conducting polls to see which companies sported the worst customer service, Electronic Arts was one of the most mentioned companies. While many claimed that their live chat support doesn’t answer, I personally actually was able to get speaking with someone in 5 minutes. However, I didn’t have an actual issue to diagnose so it’s hard to say if the problem would have been resolved. One customer, Deb McAlister, explained they ignored her over several forms of communications such as live chat, emails or direct messages on Twitter. Another customer, who goes by the username, The gray fox 77, stated, “why is it so difficult to get any actual help from a live body?”
For those who never heard of Teamviewer, Teamviewer is a remote control desktop software which allows others or yourself to remotely control a computer. This is a handy little tool, especially for hackers. After waking up one morning on October 22, I was greeted with a message that a Teamviewer session had completed, although I never gave access to anyone. My desktop background read “Your documents, photos, databases and other important files have been encrypted with strongest encryption and unique key, generated for this computer. Private decryption key is stored on a secret Internet server and nobody can decrypt your files until you pay and obtain the private key.” I had fallen victim to ransomware. All of my files were locked until I paid the $450 ransom, that’s if they decide to unlock my files after or if they ask for more money.
The first thing I wanted to do was get ahold of Teamviewer to get information on who connected. I sent them an email on October 24th, and then 2 messages on Facebook reminding them that I needed a response to my ticket ASAP. After contacting their press department explaining several times how bad this makes their company look, they finally responded on November 3rd requesting me to send log files. My first question is, why don’t they have log files on their end so a hacker just can’t delete the log files? On November 6th, I received a response explaining 2 IP addresses with the times of the connections. In the end, the IPs led to nowhere and I was left with nothing but a bad customer experience.
It’s a typical story, you have a problem with your Comcast internet or cable, you give them a call and they schedule a technician to stop by sometime between the hours of dawn and dusk and you pretty much have to write off your day to have someone to stick around to see if they show. The Comcast Xfinity forums are full of complaints of overcharges and completely ignoring vacation requests where services are supposed to be put on hold and charged a lower rate until the user is back from vacation. There are even cases where Comcast has blocked customer’s fax numbers to prohibit them from sending in legal documents proving their overcharges. Lastly, it has also been said that Comcast employees have been caught trying to bend FCC regulations.
Toshiba is one of those stocks that dropped with the markets in 2008 but never really recovered. They’ve been dying out for years, and by that, I mean losing money. The worst part about buying from Toshiba is they don’t have a customer service email. Your only option is to call, which is not always the optimal way of contacting, especially if you rather send in photos or screenshots of the issue. Not only do you have to call, but you only receive phone support if you bought the computer recently. Your free phone support does expire and at some point in time, they’ll leave you out to dry. The amount of complaints like this out there are endless. Shay from Rogers, AK said it best, “Before buying ANY electronic, I suggest you try reaching their customer service line. If they don’t have one, there’s a reason for it.”
Skype was acquired by Microsoft in May 2011 and the company has been downgrading it’s user experience ever since. Take a look at the complaint in their support forums. Skype has allowed hackers to login to one user’s account, use the credit card associated with the account without verification to purchase local calling far outside of the account location, then allow the hacker to permanently change the email communications to Chinese just for the sake of prohibiting the owner of the account from understanding what exactly is going on with account purchases. As stated in the forum thread, after waiting a long time to be connected to Skype live chat, and reassuring that a higher level staff member of Skype would resolve this, Skype failed to reach out to resolve this. Even after opening a chargeback through the bank, they made no attempt to contact the customer.
While government agencies like the DMV and IRS are certainly top contenders in the list of worst customer support, the list was kept strictly to corporations. Hopefully these horror stories will make you think twice before working with these 5 companies in 2016.
Featured photo credit: Josh MacDonald via joshmacdonald.net