This is a simple story of two large corporations. One is large British corporation which is a household name. The other is a US based company with a large internet based presence.

Recently, we had a similar problem with both of them.

Company 1

Time spent on helpline (speaking to a human) 51 minutes. Followed by 2 follow up calls a week apart to make sure we were OK and to check for any further help they could give. Of course, I would be more likely to buy something from someone who has spent time building my trust & fixing my problems.

Company 2

Don’t actually have a helpline – they rely on email help. After a while, they stopped actually responding to support tickets and I had no alternative to cancel the account. Am I likely to shop there again or refer friends? Of course not…

These type of stories have been doing the rounds for years but it seems even the biggest corporations have a hard time getting it right.

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