Customer service, you can't give or get enough

Not solely related to title insurance or property ownership, this article about email and the Internet hits home and should be of interest to, well, anyone caught up in the Catch-22 of the web and service providers.
title insurance refinance purchase title insurance quote fairfield nj
All business, including title agencies, begin and end with customer service, don't you think?  Well, if that's the case, when you read this story you must ask what could have been going on at McAfee?  From the NY Times Haggler column:

Q. McAfee can’t seem to resist messing around with my e-mail. Here’s the story: I had been using McAfee, which sells antivirus software, on a PC for a while, but I stopped when I switched to a Mac. Months later, thanks to McAfee’s murky opt-out policy, I realized that the company was still charging me for a subscription. Or trying to. My credit card had expired, and I ignored McAfee’s entreaties to post new credit card information, thinking that would end the subscription.

Unfortunately, McAfee continues to monitor my e-mail, providing daily reports of messages it has intercepted and quarantined. Some of the quarantined e-mails are come-hithers from Russian women, who are apparently very lonely and would feel much better if I just clicked on their link. But others are important to me, so I’ve contacted McAfee several times, requesting that it stop performing this service that I don’t pay for and don’t want.

I haven’t received a reply. I tried chatting online with a McAfee rep, an exchange which could be described as occasionally hilarious but unhelpful. A job for the Haggler?

Alan Alda

Obviously, to me at least because I read the story, the poor rep was going to be over his head. Now let the fun begin.   Yet, McAfee stepped up to the plate.

The confounding part, and what McAfee executives say they find embarrassing, is that the Haggler’s intervention was needed. Referring to the online chat, Jason Grier, who runs the global support team, said: “The question is what do you do when you don’t know what to do. The first thing you do is raise your hand and get a supervisor involved. And clearly that didn’t happen here.”

As the Haggler calls it, "a simple misunderstanding" of the basis of the problem turns into a customer service nightmare. Isn't that the bane of all businesses? I hope we can do better to avoid that misunderstanding turning into the loss of a client.

Read the full column.

Well, that's what I think.  What's your opinion?

For your next title order or

if you have questions about what you see here, contact

Stephen M. Flatow, Esq.

Vested Land Services LLC

165 Passaic Avenue, Suite 101

Fairfield, NJ 07004

Tel 973-227-4724 - Fax 973-556-1628

E-mail stephen@stephenstitle.com

Sphere: Related Content