Hands down the WORST CUSTOMER SERVICE EVER!
RUDE - ARGUMENTATIVE - CONDESCENDING - AUTHORITATIVE.
Never before have I ever gotten a lecture on how to conduct and answer the phone.
My hats off to Tom O'Donnell Director of Customer Service - as your leadership clearly shows the lack of concern for the customer and it overflows into your department.
Recently, when I logged into account to complete the coursework - the system with McKissock was down - from which it required a couple of days for them (07/25/18) - with that I then didn't have the opportunity to log into the account again until (07/08/2018) - upon doing so, the system would then not allow me to start the coursework- which then again -required me to call the Customer Service number - I spoke with Ruth - who was RUDE and Condescending. During that time I asked her to extend my deadline until the 8th of the following year - as I have not been able to use the service - she told me under no circumstance would they do that - and frankly started to argue with me.
After that lengthy conversation - I went to log into the system again - and it would not log the class work - - which then again required me to make another phone call - so at this point I have made no less than 6-7 phone calls to get problems resolved - when it should have never happened - simple internet based business format - I once again got Ruthie and it's clear she wasn't having a good day - and should not have been on the phone - cause RUDE - RUDE - RUDE - ARGUMENTATIVE and CONDESCENDING. The system was locking up and it required her to go in and manually load the coursework that I needed to complete.
She then informed me that I would get a call back on Monday about extending my account for the time that I did not get to use it. I did not get a call.
I then telephone her on Tuesday - and preceded to get a lecture on how I should and shouldn't be answering the phone.
When I asked to speak to her Supervisor I was informed that she was in charge. She was the "Manager for the department", so I pressed the issue and then was transferred to Kristin Pope - who informed me that she was the manager for the department - a quick review of the website - it was clear that they are having staffing issues - and individually listed at the Customer Service Manager - Tracey Morgan --- when I asked to speak to her - I was informed - ever so rudely - she is no longer here and hasn't been here for a long time. (as if I should have known that).
When I asked for the Corporate headquarters - I was told there wasn't an address - which clearly indicates that they did not want anyone having that information - as a matter of fact, they stated they had offices all over the country - they should know that it's listed all over the internet.
I then spoke to Tom O'Donnell | Director of Customer Service- who apparently in NEW in the department and was completely unaware that there was even an issue. When I had been informed by Kristin Pope that she had a discussion with him and they decided to deactivate my account - and was not going to give me credit for the courses that I completed.
When I spoke with Mr. O"Donnell - he proceeded to speak over me several times while I was talking - which clearly indicates that he had no interest in hearing what I had to say - - once I was able to discuss my concerns with him - he at that point informed me that he had NO IDEA of the situation - and would get back to me - several hours later he did just that. At that point, Mr. O'Doneel then replied - you are correct Mr. Fox - you had the TRIFECTA of problems with the system - and he was able to determine that everything that I told him did in fact happen.
At that point, he offered to refund me the monies paid for the course - and additional $100 for my time and aggravation and credit me for the coursework that I had completed - but he was canceling my membership.
I had asked him, why no one could take the opportunity to simply apologize for the inconvenience - it was at that point and only at that point did I get an apology. IT should have never gone that far and as a Customer Service director he should have been able to handle the problem and defuse it - instead I hear several times how he was NEW with the company and was still learning how the system works - and how he was NEW and needed to do more research, etc. etc..
At this point, I have now spent countless hours on the phone with these folks from the ground up and it's clear that the foundation of their customer services is NOT the customer - but - more on being correct.
And, while they have discounted my membership - I am still waiting for a refund on that - and the coursework that and time that I have already completed - along with their offer to compensate me $100 for my time - seriously - $100 - must be within Mr. O' Donnell authorization limit - because he was quick to offer that - when I simply asked for an apology and for my coursework to be reinstate read more