Attention corporate customer service centres: your customers are getting smarter. Whether or not you’re all dipping into the same cupboard of pre-canned responses or not, we know when you are copying, pasting and ticking us off a list.
I present for your review – an email I received from Three, Vodafone Hutchison Australia Pty Limited that contains absolutely no mention of the topic I raised or steps they were going to take to resolve it. I contacted them via a contact form on their web site to complain about the links to soft core porno they post to the new tab of their mobile web browser. My message was: Please advise on how I can stop the objectionable images and links displayed on the “New” tab of the Three web browser. Some of these are so disgusting and graphic that I am warning friends away from your services and wish I didn’t have a contract with you.
The reply I received was a Frankenstein of cut and past canned responses:
Thank you for your email regarding your 3 service. We apologize for the delay in responding to your enquiry. It must be frustrating to have gone through an experience like you’ve mentioned in your email.
Kerry, we strive for all customers to have a positive experience when talking to our staff or using your service. We are happy to investigate or diagnose any difficulties you may be facing and appreciate your patience and taking the time to write to us.
However, we’d appreciate and value your feedback provided. We take your feedback on board to improve our service. Not only does it allow us to diagnose and fix any difficulties with your 3 service, it helps us to provide a better service for all of our customers.
We sincerely regret the inconvenience caused and highly appreciate your patience in this matter.
You are our valuable customer. We will do our best to make sure the rest of your experience is better.
If we can assist you further, please contact us again via email or call 3 Care on 13 33 20.
When replying to this email, please ensure you include your 3 mobile number and four-digit account PIN.
It’s good to be 3