I had to deal with the dreaded "Customer Service" folks again lately. Three different companies, and three different experiences.
First: We live near one of the major theme parks in the area. They have roller coasters. They test these roller coasters by running them through cycle after cycle in the morning before the park opens. They're not supposed to start before 7 AM, because the constant barrage of low-frequency noise carries over great distances, and it's LOUD. Wake you up from a dead sleep loud. Or, they've got a concert and they neglect to keep the decibel levels within range. I've had MANY dealings with the man in charge of community affairs. Each time, he assures me it shouldn't have happened, that he's going to make sure it never happens again. Until it does, of course. And these events never happen while he's on duty, so there's nothing you can do except call and leave a voice mail. To me, this is Lip Service Customer Service. He's polite, sincere, but pretty much useless as far as being able to control the situation.
Next: check the sidebar on this blog. Several days ago, I noticed that the price for my book, What's in a Name? jumped from $9.99 to $16.99 at one of the sellers. Checking with the publisher verified that it is WRONG. The book is still priced at $9.99. Trying to reach Customer Service through the website is a lesson in navigating a labyrinth. And once you do find the right site, you have to figure out how your question matches the ones they want you to ask. Then, you get an answer that has nothing to do with your question. Can you reply? NO. You have to go all the way back to square one and start over. So, if you want to buy What's in a Name? either wait until you see the right price, or go to another seller's site. I finally went through my publisher, who has a more direct route to the right people. I'm waiting to see how long it takes to fix the problem ... I was told yesterday it would be within 24 hours. I'm watching. To me, this is Pain in the Neck Customer Service.
Lastly, due to my own total clumsy stupidity, I didn't pay attention to where I set my e-book reader when I went into the restroom at the hair salon, and I knocked it off the edge of the sink. It landed, as all things must, "jelly side down" and the faceplate was cracked. The device is way out of warranty, and it was totally my fault, but I emailed customer service and asked what I could do. Within hours, I had a response that although this was not an easy fix, if I'd send the unit back (with a check, but a very reasonable price considering), they'd send me a replacement. Not a refurbished unit, or a fix of mine, but a brand new reader. They told me exactly what to do, and yesterday I received notice that my new one has been shipped. AND, they gave me rather detailed instructions on how to get all my books re-loaded. To me, that's Good Customer Service.