Removing the Customer Out of “Customer Service”

On June 14, 2012, I had the unfortunate experience of a water pipe bursting in my newly purchased ranch home, which caused water damage in all but one guest bedroom. 

Naturally, I called my homeowner’s insurance and reported the incident.  The insurance company representative told me that she would contact a water cleanup company to come out to complete the water cleanup.  The water cleanup company representative called and said he was waiting to hear back from the insurance company before he came out and that he would call me back later on that evening.  I never heard from him again. What was supposed to be a very simple straight forward homeowner’s insurance claim has turned into a nightmare.  As of this writing, I am walking on unfinished, concrete floors because the insurance company representative has held up the claim at every possible point. 

Because of the insurance company’s claims rep mold developed and the water cleanup was more extensive.  After forty days, I wrote a letter to the CEO, who failed to respond directly to me.  He simply rerouted my claim back to another claims specialist.  This claims rep called me three times and I finally left a message and sent an email.  I am waiting to hear from her now.

On August 7, 2012, I went to return a piece of electronics equipment that had broken within six days of my purchase to a local retailer.  I only used the equipment once.

At the time, a woman, who identified herself as the manager, accused me of breaking “her” merchandise and trying to return it damaged to get my money back.  She went on to say that since the clerk had shown me how to use the equipment, it should not have broken, and I was the cause of the damaged merchandise.  She further told me that it is not their business practice to return money on damaged merchandise when a customer was shown how to use it. 

I explained to her unless she tells me upfront that I have no right to return this merchandise for a full refund when it breaks during the return period, she has no right to deny the return.  Especially since, I was returning it after one use within the 14-day return policy.  Furthermore, every piece of electronics that I have ever purchased  has come with a 90-day to one year warranty that guarantees certain return rights in case it breaks or I would not have purchased it.  I also explained that in America, you cannot implement business practices that supersede the Fair Business Practices laws.  When I responded to her comment, she accused me of being angry and went on a rant about how suddenly she has a migraine headache to her subordinate.  Due to her actions, I do not think she was the manager, but that is my opinion and not the point of this blog.  But that’s the only logical explanation for how she could misidentify indignation over an unlawful practice as unwarranted anger.

Now I’m no rocket scientist by any means, but one thing I do understand is that, in theory, all businesses have a responsibility to their stakeholders: investors, employees, suppliers, and customers (and by extension the community).  However, in 2012, many businesses have implemented practices that neglect the theory and customers have suffered, which brings me to the point of this article: How does a business justify removing the customer out of “customer service”?

When business practices neglect the customer, these practices impact the community served.  When communities suffer because of business practices, businesses become predatory.  At what point does a business have the right to treat the customer as an obstacle to financial gains instead of as an honored guest?  At what point does the company’s business practice become such a significant driving force that it neglects customer satisfaction?  Why is it that we, as customers and citizens, allow businesses to trample on our rights and have stopped holding them accountable?  There used to be a time when the thought of losing a customer meant something to businesses.  Any business practice that encroaches upon the rights of its citizenry is ungodly and unethical.  How do we cause change in business practices of multimillion and billion dollar companies like these?

We live in a nation where people will boycott a company for standing up for righteousness in marriages, but will not speak out against companies that exploit consumer rights of United States citizens.  When did we lose our way as a nation?  Where did things go wrong and cause us to get so far off track?