urn:uuid:7d5bf69f-aa1a-0fb0-da98-a7e747d50ac4 http://gethuman.com/atom http://gethuman.com/images/gethuman-hands50.gif urn:uuid:b0e0ce69-8910-9945-e38a-74e6876c111c 2009-11-07T16:40:47+00:00

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urn:uuid:7c359896-b1de-9bc6-2099-125b29fe47d0 2009-11-06T04:17:30+00:00

T-Mobile customers have been experiencing difficulties making phone calls,texts and receving their voice-mail since last Sunday (11/1/09).T-Mobile have been trying to fix the T-Mobile forums and Twitter accounts to voice their grievances.

As of last night it has been reported that customers whom are still without service are being rewarded $10 credits and free unlimited mobile web to accounts to help ease the pain while T-Mobileis "still putting in fixes... rapid response team is working on it... no time line for when it may be fixed... shouldn't be too long."]]>

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urn:uuid:0365bfb9-c96b-f3ce-b849-4e1a1a2fe0d1 2009-11-03T03:18:19+00:00

Gethuman made a post about a Target customer whom did not receive a 10% discount the company had promised him. After many phone calls and an e-mail the customer was immediately given the 10% discount and an additional $25 gift certificate to the store. The blogged closed by askin if this was enough. Not in advocacy in greed but a sincere question about what we as consumer expect from companies when they do not follow through with the incentives promised.

Compared to what happened to a recent Hewlett-Packard customer Target went above and beyond. Hewlett-Packard offered a $100 rebate to customer who purchased the new HP Mini 311. A customer named david ordered a "HP Mini 311 Netbook for $400, and paid an additional $29 for S&H and $32 for sales tax." A few minutes later he received an additional notification from Hewlett-Packard that he would receive cash back for $100. After receiving his laptop David was then told that the cashback was canceled. When provided with a list of "common reason"(i.e. returning the purchase) for cancellation none applied to his particular case. David has approached Hewlett-Packard on many fronts: Phone calls, e-mail and live-chats. All agreed that he was entitled to the rebate but no one seemed able to resolve it.

For Gethuman what made yesterday's post about Target important was the fact that the company was able to recognize a mistake had been made and were quick to move the message to someone who could help. Companies make mistakes, it's how they handle them that is important Hewlett-Packard owes a rebate ]]>

urn:uuid:c0d70a2c-5e09-0da2-b987-4094028e33a5 2009-11-02T00:55:14+00:00

Target offers newlyweds a coupon for 10% off any items on their registry that they did not initially receive. For one couple a entire year passed and they still had not received their coupon. Alexander (1/2 the couple) sent a letter to Target CEO Greg Sterinhafel that began: "I am very sorry to bother you with what I feel should be a minor issue, however, I want you to know about the complete lack of customer service I have received from your company. I was engaged to be married in August of 2008, and when my now-wife asked where we should register, my first response was Target. I am a loyal Target customer, and have used your stores to buy for many friends who are now married, I have always enjoyed the experience. We registered several months before our wedding, and enjoyed scanning our items in the store, and adding items online. She was also happy about the fact that we would receive coupons to use in the store, and online, to purchase items we did not receive." (the rest of his letter can be read here)

Alexander received a reply from customer service inviting the couple to their local Target to receive their 10% discount, as well as a $25 discount. Alexander took the appropriate method of writing Target to let the company know about the couples disappointment but never went over board. Did Target do everything it could to maintain a relationship with the couple?]]>

urn:uuid:479843e7-cde2-2cfd-436f-b7f229dcec82 2009-10-31T17:08:27+00:00

my3cents tells the story of a T-Mobile customer who worked in a "Dead Zone" and was unable to make or receive calls. The customer contacted her local T-mobile store, which told her she was eligible to terminate her contract with T-Mobile since she was unable to utilize their service. After canceling her service the customer received a $200.00 ETF (Early Termination Fee). When the customer contacted T-Mobile customer service she was told that the customer service at her regional T-Mobile didn't understand the companies policies.

At Gethuman we've been strong advocates of the many new outlets for companies to communicate with their customers, but as this story proves all the outlets in the world cannot change the importance of internal communications ]]>

urn:uuid:c184bfd0-18ee-3bfa-2afe-0851b312dd02 2009-10-30T15:11:11+00:00

GetHuman.com, Microsoft has launched a new online support service with the launch of Windows 7. Windows 7 will now include online forums, "Fix its", as well as automated diagnostics that will allow customers to bypass traditional live support via telephone. Microsoft has taken the first step in listening to customers and is increasingly trying to increase customer support through non-traditional avenues.

Read more here ]]>