Seriously? In This Economy You Can Afford To Offer Bad Customer Service?

I think  most people who know me would say I’m pretty fair.  I don’t immediately fly off the handle at a drop of a hat.  I am someone who will give you 3 strikes before calling you out.  So it is fair to say I gave VPI Pet Insurance more than their fair share of strikes.  I’m just utterly blown away by the experience I had today with VPI.  All because I wanted to cancel my policy.  I will say that at the beginning I wanted only to cancel my policies for now and had all hopes of reinstating them at a later point.  That point is now NEVER going to come.  VPI blew it big time.

Below is the email I sent to their customercare@petinsurance.com.  First part about canceling the policies and the numbers have been left off.  I’m still realing after this interaction.  I would never in good consceience recommend this place to ANYONE because of the bad customer experience I had today.  Sad to say one really bad experience can negate previous good ones.  Worst part is if the supervisor had taken a different route with me a lot of my frustration could have dissapated – she just added to it.

I’ve attached 2 screen shots to explain the problems I was having with your web site.  The first one shows you that I have all the information filled in and all the boxes dealt with correctly.  The 2nd screen shot is the message I got after clicking on submit.  I called to make sure there was no changes pending (as I have not submitted any claims or made any changes for 6 months) – there were no changes to my account that anyone could find.

As someone who has not only worked in customer service but also in Information Technology for over 25 years this was the worst experience I’ve had dealing with both a web site and people via the phone.  If you want your customers to be able to manage their accounts (make claims, cancel, etc.) you need to make your web site is web standards complaint (any browser, any operating system and interoperability/accessibility for all no matter what their situation might be).  At first I tried your web site in latest version of Firefox on Ubuntu (Linux) and was unable to do so.  At first I thought perhaps you were down or having problems with the site so I decided to try later.  2 weeks later (today) I try again – after filling out all the info and checking boxes (see 1st screenshot) I see a small box flash quickly (something about searching a database) and then I get the same page I was on.  I felt as if things didn’t go through correctly.  So I called the first time to verify.  I explain to that person (sorry he didn’t give me his name) and I explained in a calm voice that I was frustrated but trying to cancel my policies.  I told him about my experience.  He was (out of the 3 people I talked to) the best.  He explained that I should see another screen, he was patient with me and I with him.  I asked him if the site didn’t work with Firefox and he put me on hold to check.  Someone (don’t know who) told him the only problem they were aware of was Safari (which means you are limiting your whole MacIntosh user base).  I told him I’d try again on my WindowsXP machine.

Tried Firefox again but on WindowsXP and experienced the same problem.  I then decided to try Internet Explorer – I was able to get further than I had but was presented with a box saying that changes were still pending on one of my accounts and you couldn’t cancel my policies.  (see screen shot 2)  At this point I again called your company.  Amy helped me this time.  Although she was nice I don’t think she understood the problems I was having and after more than 30 mins of trying to cancel my policies I needed this escalated to someone who understood web browsers as well as your policies.  I asked to speak to a supervisor or possibly someone on the web team.  After several mins have gone by I finally get to speak to Jeanette.  No offense but if you have a customer who up until that point had been kind, calm and understanding but extremely frustrated and asking for a supervisor – that is not the time to try and sell me on your policies or lowering my coverage.  At that point you need to see to my frustration and needs by doing that you may have retained me as a customer.  She asked to hear my story (and I wanted to give her the details of what happened) before I had finished she cut me off and didn’t want to hear anymore.  That was just plain rude.  I lost it.  I could understand if I was being rude or if I had been yelling at her but I was not.  There was no excuse for cutting me off.  She didn’t even hear all of the problem before she just jumped in.  She was curt and rude with me for the rest of the call.  At one point I wanted to let her know that I was not happy with my customer experience and I was letting others know this.  I told her I was Twittering this.  She assumed I was trying to cancel via Twitter (NO I’m not stupid but I do have a fair following on my social networks and many of them are pet lovers like me).  She curtly asked me if I had sent the email only moments after I wrote down the information.  HUH?  Come now you need information from me, I need to log into my account – how on earth did she expect me to send an email within seconds.  She informed me that the calls are monitored.  If that is so I certainly hope as a supervisor she is given better training on dealing with customers.  Interrupting, being insulting and rude are not values we instill in my work place with our customer service staff.

I expect my policies to be canceled effective today. I don’t expect anything more than to make sure your web portal is web standards compliant and will actually ALLOW your customers to use it and to educate your customer service staff in how to best give GOOD customer service.

This is really a shame because up until today I had been a loyal customer.  In the past my phone calls have only resulted in the best customer service interaction (especially one kind lady who even called me back and walked me through a procedure to ensure I got all that was due).  But after frustration with the web site, dealing with a supervisor who doesn’t know how to deal with customer service I don’t have the same high opinion of your company as I once did.

My Tweets:

  1. @AAHAHelpingPets I’d have to say #unfollowfriday to VPI after the experience I had today. Bad customer service and poor web portal.

  2. I sense another blog post coming on – must be record bad customer service week.

  3. @rachelrapp Funny thing is one woman I spoke to (3 people total) was named Amy – my Amy knows customer service

  4. Even told the woman Jeanette I believe she said that I was Twittering about this. So VPI Pet Insurance I recommend you clean up your act.

  5. Condescending supervisor asked for my story then doesn’t want to hear it all. BAD customer service rep. VPI Pet Insur. major fail.

  6. FAIL – your site doesn’t work in Firefox or Safari and only on Windows?!! VPI pet insurance no wonder I’m canceling my policies.
Advertisements

4 Responses to Seriously? In This Economy You Can Afford To Offer Bad Customer Service?

  1. Mesanna says:

    Any company that doesn’t adhere to web standards doesn’t deserve your business. Here in the UK (and I’m sure it is the same in the US) there are laws that web sites must be accessible (principally for the benefit of disabled people, people using screen readers etc). If your site meets web standards, it will probably comply with these laws. If your site only works in IE, that’s a big fat fail right away. And there’s never any excuse for treating your customers like crap.

    • mlibrarianus says:

      Mesanna,

      Love how the UK and Europe have embraced open source and Linux better than the US. We are getting there slowly but surely. I wish there was a law but don’t think there is one here. To me it’s just bad business – you limit your customers when you write to only one browser. Hopefully the message will get out there.

  2. Paul says:

    Did you know that every state has a state Insurance dept. and that you can contact them and make a claim/complaint against them, these are often reffered to comsumer complaint depts and they really do look into the problem and make them fix it. E#specially for numerous complaints, in addition the State Ins Depts will suspend their lis to do business if they do not correct the problems immediatly.
    Just a tidbit of info, hope it helps.

    • mlibrarianus says:

      Do you mean something other than the Better Business Bureau? No, I was not aware. They did call back several times after my initial issue and my insurance was canceled. I’m not happy that it took me getting upset, Twittering and blogging about it to get satisfaction. I just hope that they truly do monitor the calls for training purposes and learn from this. Also I SERIOUSLY hope their web team learns as well. Never, never, never limit your audience to one browser and don’t limit yourself to learning bad code (what you learn when you code for IE).

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: