Customer Support experience - How bad it can be?
I came a cross a situation where my F-Secure TOTAL purchase documents for 7 devices contained instructions / description about the experience that didn't match the real life. In part of the process I was asked about the experience and I chose to answer. My response to the open txt feedback for and to the question "what I would like to share about my experience" was the following:
1. Tried to find help - didn't find
2. Tried to call support - quit after 20 mins in the queue
3. Tried to get my thing resolved through online chat - got kicked off from the chat because "there wasn't any agents available"
--> got completely pissed off. I just wasted tens of minutes trying to resolve issues I shouldn't have to begin with. Then I saw the trouble to describe my issue in the chat form accurately and precisely. Now it's gone because you kicked me off from the chat.
I mean WTF? F-Secure. Can you make this experience any worse? Actually - yes you can. While I have the opportunity to re-size this feedback window I can re-size it, but now I see only about 50% of the text I've written (width) and experience an annoying jumps while typing. I would give a F- for this experience. I expected a lot more from you.
Actually my experience wasn't in the rock bottom even at this point. It wasn't approved because it was over 500 char (something I wasn't notified in advance).
I'm really confused at this point. F-Secure has been one of the "star" companies in my books. This experience I got while trying to do business with today it is from hell.