After a very long time with PayPal, I closed my account. Why? I had a customer service issue and could not get anyone to help me. You may be thinking, “How is that possible?”.
As a customer service professional, I am much more forgiving than the average consumer. I will work within the system to find the process that works and I will not give up before the very last moment. See, not the average customer!
My PayPal problem has been going on for six months. I have used the Contact Us form and no one has responded to me. Within the pages of my account I was unable to locate a telephone number of any kind to speak to a human being. I became very tired of the “don’t call us” mentality from these people. Fine, I won’t call you but then you need to fix my problem as I asked. My final email form to them restated my problem for the fourth time and requested a call from them or I would close my account. Do you think I received a response from them of ANY kind?
So I closed my account and within a day I receive a ridiculous survey from them so they can find out why I closed my account. They have proven to me over a long period of time and from many electronic requests to them that they do not care so why now would I spend time to tell them why I left? If you would ready your customer requests for help, you would know AND you wouldn’t have a lost customer at this point.
That survey is the final straw to tell me that they march through their days collecting fees from those who use their service and have absolutely no strategy for managing the customer experience.
Does your organization create the illusion that you will assist customers by online Contact Us forms and then not responsd? How do you know the effectiveness of each of the contact channels available to your customers?