Halloween is around the corner, and there is no better timing to talk about cringe-worthy and dreadful customer experiences stories.
We've all been there, trying to contact customer support on the phone or writing bible texts on live chats trying to explain the whole situation.
Timing, empathy, and assertiveness (in some cases just common sense) are the trifecta that these companies missed:
💀 Samsung - shipping policy nightmare.
Context: The customer decided to buy the latest Samsung phone and get it delivered to his apartment complex.
There were several problems: the leasing office didn't sign for packages, the FedEx delivery person couldn't access the property, and the customer couldn't be present to sign the box.
Basically, the customer is in a trap and feeling powerless.
Main takeaway: absurd policies that overweights common sense and practicality can make your customer support powerless when dealing with customer issues and also affects the overall credibility of your company.
Risk is customers can fall into thinking: if policies are this ridiculous and stiff, what else can I expect and go wrong with this company in the future?
You can read the whole samsung shipping fail on reddit
⚰️ Amazon - salty shipping costs.
Context: The customer ordered three cartons of toilet paper on Amazon ($88.77) and got charged an astronomic shipping cost ($7,455).
The order was full-filled by a third-party seller who probably made a mistake calculating the shipping cost for the toilet order.
Nor Amazon or the third party seller gave an appropriate customer support for the issue; the customer ended up writing a letter to Jeff Bezos and having lots of media coverage due to the ridiculous incident and the terrible customer support she was given.
Main takeaway: your customer support must address third party situations that may arise.
Abusive policies or mistakes from your third party sellers can damage your brand reputation and overall customer experience.
You can read more about Amazon shipping horror story on the news.
🎃 MoviePass - a horror movie.
Context: as the hottest deal in town, MoviePass offered a $9.95 monthly subscription that allowed customers to see one movie per day.
No wonder how it rapidly reached over three million subscribers.
The peak of the horror movie unchained when the company realized their business model was unsustainable.
As a quick fix, they started restricting their subscription conditions and making the cancellation process an odyssey, to not say nightmare.
Over 1.500 complaints were made to the Better Business Bureau website, and MoviePass got awarded an “F” – the lowest possible grade.
Main takeaway: quick wins on growth and non-transparent offerings hurt not only your brand credibility but is the perfect recipe for catastrophic customer support.
At the end of the day, your user base won't grow steadily, and your customer support team will be frustrated not being able to address the issues properly.
Read more about the fall-out of MoviePass here
Do you know any other cringe-worthy customer experience stories? Join the comment section to share yours! Or share it with friends!
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