Tag Archives: customer service

Why I Now Hate Apple (Hint: Chatbots)

In a famous Monty Python sketch, John Cleese tries to return a dead parrot to the shopkeeper where he bought it. However, the shopkeeper is impervious to reason and claims the clearly dead parrot is still alive.

Monty Python Dead Parrot sketch

I just had a “dead parrot” moment with iTunes support. Their support used to be excellent, but the humans have now been replaced by imbecilic chatbots. This is a serious miscalculation.

What really annoys customers is when they are not listened to, and not listening is the one core competency of today’s chatbots. Being served platitudes about “we understand you are unhappy” doesn’t make me happier…

If you are considering chatbots for some aspect of your operation, make sure to offer an option for the customer to give feedback. Apple doesn’t, and Tim Cook probably¬†thinks their support is brilliant. It isn’t.

Come back when we’re open

I subscribe to Microsoft Office 365 and had a payment stuck on an expired credit card. Even though there was a new card, the billing system kept trying the old one.

In a modern cloud service, I would open a service request and expect things to be handled for me. But this is Microsoft. And with the arrogance of the monopolist they used to be, they require you to please show up when they feel like serving you.

Your users expect to be able to submit a service request 24×7 – not to have to wait until standard business hours Monday to Friday.