1.6k views1 Upvote7 Comments

Member Board of Directors in Finance (non-banking), 201 - 500 employees
In recent history, my worst customer experience was a year ago, when I was trying to activate my Apple 12 pro and get the $700 credit. I tried to work with AT&T to ensure I didn't lose that credit and tried to do everything online. I ended up having to go into the AT&T store to make them do it the old fashioned way. But it was a complete failure from start to finish, trying to complete the activation and keep my credit intact.
Sr. Director of Enterprise Security in Software, 5,001 - 10,000 employees
I've had awful customer experiences with Box, but it's not necessarily their fault. As SaaS services become commoditized there’s this idea that you’ll just keep auto-renewing a service because why would you ever leave it? You completely lose that human touch around customer success and sales and that's not unique to Box. It's not the fanatical customer-obsessed approach. But I’ve had good experiences recently, too. In their history, Okta's always been pretty fanatical about customers. They've always done really well by me, at least. Zoom has always been fantastic too.
Senior Director, Technology Solutions and Analytics in Telecommunication, 51 - 200 employees
One of my worst customer experiences was probably with Comcast. Dealing with Comcast technical support is always a pain because they always repeat everything six times as they transfer their customer across the different lines of service. I don't know why they don't have any of that transfer to different agents.
2 2 Replies
SVP in Finance (non-banking), 1,001 - 5,000 employees

My worst customer experience is a personal one. I use this little local security company that installed ADT-type alarms in our house. The alarms haven't been working for six months but they've been sending me invoices. I've called them four times and left them messages. They keep calling me to say that I haven't paid my invoice." But every time I call them I get an answering machine and no one calls back. 

So here's a company that’s supposed to be protecting my house and yet doesn't even know whether my system is working. Clearly customer experience is nowhere on their radar. Obviously I'm going to switch companies—when you don't focus on your customer, you lose them forever.

Member Board of Directors in Finance (non-banking), 201 - 500 employees

It’s a small company and unfortunately, they're going to lose another customer, but that's what happens when you don't focus on them.

Director of IT in Software, 10,001+ employees
bank that require you to visit branches to perform certain tasks
AVP and Deputy CIO in Education, 10,001+ employees
I have several...

Comcast raised my rate after the initial promotional price expired.  I requested a rate review and cited the new customer price.  That wasn't available to existing customers.  In order to qualify, I couldn't be a Comcast customer for the previous 3 months.  So, I cancelled my service to get a better price from ATT.

ATT mobile.  My family traveled from the US to Canada.  We didn't want international service, so switched to wifi only when in Canada.  I started getting alerts that our international usage was approaching $100.  I called ATT and the best they could do was let me sign up for the international day pass for $10 and they would wipe off the $100.  They refused to wipe it off without any charge.  I paid the $10 day pass and switched to T-Mobile.  (Best choice ever!)

Call Apple Support for help with an Apple Store Gift Card.  The card can only be used in the Apple Store on on the Apple website.  But, no matter what I did I couldn't select to use the gift card.  I was transferred around to 4 different agents, none of whom knew why it wasn't working.  Each time I had to start over from the beginning.  There were no case notes that could be or were kept with my call.  I ultimately figured out the problem myself, having to use a "guest" account, not associated with my AppleID to enter the gift card.  None of the agents suggested that or seemed to know how to help.  Completely miserable experience.

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31.1k views154 Upvotes32 Comments