Business Tools Blog

In a world where the avenues of communication have increased exponentially, some companies refuse to speak to their customers.  Sure one-way communication is fine. Companies have a website, ads, PR, a recorded message, online FAQs … but no way to reach a live person who is a decision maker.

I had an experience with Paypal a few weeks ago …

• I went to Paypal’s website and downloaded my account statement.  The download didn’t have my name or account number on it

• I called customer service to ask them to help with one of the following:

• • Show me where on their website, I could download an account statement with some identification showing that it’s my account
  • Fax a statement with some identification showing that it’s my account
  • Email a statement with some identification showing that it’s my account

1. I navigated their complex phone menu.  After 7 minutes, of saying account names, social security numbers, phone numbers, zip codes and bank account ID’s, I finally reached a live person
2. I asked her to provide an account statement with some identification of the owner.  She put me on hold for 10 minutes.  When she came back, she told me that she could mail me an account statement, but it wouldn’t have my name or any identification on it.  I could expect this in 4-8 weeks. She also explained that I could download the account statement myself online if I needed it faster.
3. I explained that in order for the account statement to be useful, I needed it to identify the owner of the account.  You see, without an identification, it could be any one’s account.
4. She put me on hold for 20 minutes.    When she came back, she explained that she had spoken with her supervisor and there was nothing that she could do.
5. I asked to speak with her supervisor.  She argued with me, saying that his answer would be the same.   Then she finally put me through.
6. After another 10 minute wait, the supervisor answered.  I asked for his first and last name.  He explained that it was against their policy to give out their last names, but I could call him Ian.  I made the same request.  He explained that it was against policy to fax information.  I asked him to email the information.  He said that Paypal doesn’t email information.  I told him that I receive emails from Paypal almost every day, so that is an untrue statement.  He said that it was against their policy to provide the information I was asking for.  I asked to speak with his supervisor.
7. After being put on hold for 30 minutes, Ian explained that no supervisors were available, but that he would have someone call me back within 48 hours.  I wasn’t about to risk losing contact with a live person (I’d already wasted 67 minutes), so I asked if I could continue to hold.
8. 10 minutes later, an executive customer care person answered.  She identified herself as Deneesha (no last name).  I explained the situation for the 3rd time and told her that I’d already been on hold for 80 minutes, so I hoped that she would be able to help me.  I was wrong.  Deneesha was rude and explained the “policy” again.  I asked to speak to her boss.  Deneesha said that she was the highest level in the company who spoke with customers.  I asked, “Are you telling me that your boss - who manages customer care - won’t speak to a customer?”  She said, “Yes, my boss never speaks to customers.”
9. I asked her for the CEO’s name, and explained that I was going to write a letter, becuase he/she would probably be shocked at how poorly Paypal treats its customers.  She told me that I could look it up on the website.  I asked her if she wanted me to put her response to that question in my letter.  She said, “No, his name is Scott Thompson.”