urn:uuid:9b72f706-9d32-6418-c379-13f180ddd264 http://gethuman.com/blog/atom http://gethuman.com/images/gethuman-hands50.gif urn:uuid:6b05aa99-cb80-81c1-6cc5-6e947bfc9f2d 2009-11-20T03:53:47+00:00

Gethuman gets a lot of requests for a Facebook Customer Service number. We searched high and low and cannot find a direct number for Facebook. We were able to find a few Facebook e-mail addresses and web pages designed to get you in contact with them and we hear that once you contact the help line they set you up with a temporary number. As is often the Gethuman tactic, try using multiple formats to get in contact with the company and make sure you let us know what works and what does not. Check out the updates at the Gethuman Facebook Page]]>

urn:uuid:4ce0542d-070e-7ed6-e734-79eb9f438103 2009-11-19T16:12:57+00:00

Verizon Wireless bill after talking to the customer service representative. While some of the tricks can be considered old hat for the customer service savy, it never hurts to call the company to see what they can do. Some off the suggestions include asking readers to "be polite, direct and calm" as well as asking the customer service representative what they can do to help. Verizon Wireless representatives are more likely to help someone who has lost their job, and will throw away certain monthly charges in order to retain the customer, but as we at Gethuman.com have stated before, if all else fails, threaten to leave for another carrier. It's the oldest trick in the book, but if the company isn't willing to help you out, it doesn't hurt to play a little hardball.

Read more here ]]>

urn:uuid:732f35f3-8440-dc28-6007-b5cb9fe647dc 2009-11-18T16:55:01+00:00

Microsoft are starting to embrace social media outlets such as Twitter and Facebook to improve customer service. Microsoft has over 3500 followers of Windows 7 on Twitter and is looking to ramp up support in order to help customers with their ongoing questions surrounding the launch of Windows 7. While the company admits that "solving a technical issue in 140 characters is tough" it only proves that voices like those expressed here at GetHuman.com are being heard loud and clear and companies can no longer ignore them.

Read more here]]>

urn:uuid:c1dc948f-f52a-c11b-4e00-c8e97cec4da4 2009-11-17T17:40:53+00:00

Vonage has settled with a coalition of 32 states over the company’s cancellation policies. The ruling awarded the coalition $3 million dollars and demanded Vonage reshape the structure of customer service.This includes customer service agents need to obtain customers’ express consent to the service on a recorded phone call and a subsequent e-mail sent to the customer informing them of the service with Vonage .

Vonage also agreed to refund any customers who complained of being improperly billed by Vonage from January 2004 to the present. If you feel that represents you, you must file a complaint with your state’s attorney general to request refund.]]>

urn:uuid:0576de0d-60b0-2460-61b1-463b204a3a7e 2009-11-12T16:43:42+00:00

Verizon customer reported cell phone companies can be extremely flexible with upgrade dates if you're the right kind of customer. But what if your just an average customer? What if you don't have three different lines that you've billed for in the last six years? Other Verizon customers were having difficulty duplicating the same results often being told "Upgrade dates can not be moved," or "long time customers are sometimes able to upgrade sates.

Then they started telling customer service that they "frequently" use and contribute to websites like Gethuman and the tone changed. If you are looking to upgrade your phone with Verizon (though we've heard this also works with T-mobile as well as other cell phone companies). Mention your advocacy on devices like Twitter and Facebook, your frequent Gethuman contributions. It might just help you.]]>

urn:uuid:89de799a-9ff7-c059-23d4-ab3a553014ce 2009-11-11T21:25:21+00:00

Best Buy customer posted his experience In he "got toBest Buy I told the Geek Squad. I even suggested that all I needed for them to do was plug my laptop in with a different cord and/or check my adapter with a multimeter... told me that they did not have an adapter for my computer...however he did agree to check it with the multimeter. He then looked around for about 5 seconds and could not find the multimeter, so he did the next logical thing, he picked up my laptop, stared into the AC adapter receiver and then told me "It is definitely going to be a problem with the computer, we are going to need to send it in for three weeks."

The Customer then brought the laptop to Radioshack despite the item being $10 more than at Best Buy. The theme here is something we've seen text for link, yet one that is consistently ignored, customers are willing to pay a little bit more if they are treated properly and leave feeling good about their experience ]]>

urn:uuid:e4f97a14-3b9d-4b58-b2a7-ff0fdd0b57e3 2009-11-08T20:43:49+00:00

Time Warner Cable customer recently had an incident with the company when a payment check bounced ( the result of money stolen from her checking account). The customer was quick to call Time Warner Cable customer service and explain why the payment would be late, the representative understood and set up a payment plan. The next day Time Warner Cable disconnected her service. The customer immediately called customer service at which point she was told the previous agent had no authority to reschedule payments, at least five (!) different agents provided five different responses in attempts to resolve the issue.

This is very similar to a recent Post about the inconsistency with T-Mobile's customer service. Companies make mistakes. Time Warner Cable is not alone in that, but the only way to build customer trust is how a company handles said mistakes. In this case Time Warner Cable needs a central figure in customer service. Will a call to the President's Office(203-328-0600) do? Gethuman hopes this issues is resolved soon, providing a pleasant break from what seems to be a prevailing trend of failures in providing trust to Time Warner Cable customers]]>

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."]]>

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?]]>