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How will your company be remembered? Virgin Mobile – Hero. LG – Zero.

April 10, 2016

Some companies lose the best marketing force they have – a satisfied current customer singing their praises. My recent experience between LG and Virgin Mobile drove this home.

Our thanks to VIRGIN MOBILE (VM) for expediting a repair report that LG was holding us hostage for. Although LG received a verbal report from VM verifying their repair, LG stood on ceremony and simply wouldn’t do anything to move things forward without receiving the written report.

To remind – our LGG4 phone has now failed 3 times. I sought a replacement and was put through LG customer service hell, replete with manipulatively abusive strategies to make replacement difficult. This is my actual phone conversation with an LG customer service supervisor.

Well, here is th20160410_162451_resizede VM technical service report. It happens to be in French, so I will translate the important parts:

Problem: WIFI

Problem Identification: WIFI-HS

Result of Repair: This unit has been repaired

Description of Work Provided: Software upgrade complete and test

Yup. That’s it. That was all that LG was waiting for.Talking directly to VM wasn’t enough to satisfy LG. They should be re-branded LD, so instead of the tag line, “Life is Good’, they could more accurately be known as the company, “Life is Difficult”

I will let everyone know when we receive the replacement phone. In the meantime, I wouldn’t suggest EVER purchasing an LG product. It seems our customer service experience isn’t unique and extends to their entire line of products. LG is my new example of how not to provide customer service and will serve as my case example in my workshops. Virgin Mobile however, has shown themselves to be heroes. They stepped up every time including providing a credit on our bill for loss of use during repair time.

This has been a bizarre and surreal plunge into the world of customer service. My heart actually goes out to costumer service representatives (CSRs) who must hold the line for such disastrous company policies as possessed by LG. I don’t know how people sleep at night. I sincerely wish them well and suggest that if faced with a case like mine in the future, to try and champion the interest of the consumer.

I would suggest to the CSR to be disruptive in the workplace and set about to enhance their company’s reputation through exemplary customer service. Seek to comment upon and change company policy and to facilitate latitude in decision making. Seek to have the customer with an issue get off the phone feeling good about the experience and outcome.

Let your customers sing your praises and serve as your strategic marketing force extolling the virtue of not only the product, but the company experience.

I would want you to feel good about yourself and your work. Being an internal champion of the consumer is acting in the best interest of your company. Risk making them great. This seems to be the case with Virgin Mobile.

I am Gary Direnfeld and I am a social worker.

Gary Direnfeld, MSW, RSW

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Gary Direnfeld is a social worker. Courts in Ontario, Canada, consider him an expert in social work, marital and family therapy, child development, parent-child relations and custody and access matters. Gary is the host of the TV reality show, Newlywed, Nearly Dead, parenting columnist for the Hamilton Spectator and author of Marriage Rescue: Overcoming the ten deadly sins in failing relationships. Gary maintains a private practice in Dundas and Georgina Ontario, providing a range of services for people in distress. He speaks at conferences and workshops throughout North America.

If your relationship is faltering, then set it as your priority.

Read: Marriage Rescue: Overcoming ten deadly sins in failing relationships

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  1. LG. The Saga Continues… | Gary Direnfeld, MSW, RSW

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