Recently I attempted to set up a VOIP system for my personal use at home. The provider's publicity said things like "Easy as 1-2-3", "Satisfaction Guaranteed", "So simple an adult can do it" - I must admit that I really did liked that one!

Having attempted 5 times to use the "Easy as 1-2-3" manual and not being able to get my headsets to work with it or even to dial out on a normal telephone, I attempted to contact the provider's Customer Service department - I assumed that, at least this would be as "Easy as 1-2-3" - upon dialing their 1800 number I was promptly greeted with "Thank you for calling ... Customer Service"; "Your call is valuable to us"; "To help us help you more please listen to the following options...".

Well, so far they hadn't helped me at all so I guess that they had positioned themselves well to achieve their first goal - to help me more.

After listening to their 6 options, none of which included "Getting Connected" or even "Technical Support", I re-listened in case I'd missed one. No, my attention hadn't strayed - there was no option for me - so I held "for the next available Customer Service Representative". That was their "none of the above" option.

After some 5 minutes, which seemed more like 15, mainly because of the continual messages that my "call was important" and that I'd "progressed through the cue", I was answered by a Customer Service Representative who said their name so quickly and with such bad diction that I had no idea who I was talking with. Maybe it was verbal camoflage in anticipation of what was to come! After explaining my situation I was told that I had "come through to the wrong number" and that I'd need to call 1800...

I asked if they could transfer me and was abruptly told "NO, I can't do that!". At which time the line went dead, so I can only assume that, well what can I assume, that - they'd had a bad day?, they were waiting for a Customer who's call really was important?, they had a bad telephone? - maybe they should have been using one of our headsets?

So, I dutifully called the new 1800 number - you guessed it - my call was "valuable to them" and I would "progress through the cue". At least this time they did have reasonably good music on hold - however...

This time the options were using Voice Recognition Software - I could take it no longer!!!

I looked up their details on the web, found their head office telephone number, put on my headset and settled in to do battle. I dialed the number, ignored every prompt that enticed me to be transferred to Customer Service or Technical Support, spun some yarn about being interested in a massive new VOIP system for my office (at Headsets.com we already have a great system, which uses our existing telephones and headsets, and I'm still shaking my head wondering why I didn't go to them for my home telephone system). Ultimately I was connected to a man named "Mark". At least he spoke clearly enought for me to know his name. He explained to me that there were a batch of "boxes" sent out with the wrong connector and that he'd get one to me ASAP.

I asked Mark if the company knew about this packaging error and he, quite honestly, admitted that they did, however it hadn't crossed their mind (and I do use the singular there intentionally!!!) to send out the correct connector to each Customer because "they'd call in if there was a problem".

At that I knew what I had to do - I simply asked Mark if I could cancel my account and get a refund. He told me that he was sure that I could, provided that I complied with certain conditions. I politely asked Mark what those conditions are and he told me that he didn't know precisely and that he would give me another 1800 number for their Accounts Department and that if it was busy, which it usually was, I would get a series of options............!!!!!!

I have since given my VOIP box place of honor on our mantel piece and I use it as a talking point whenever new guests arrive so that I can explain to them what I think Customer Service is all about, in contracst to the service provider that neither provided or serviced my needs.

Is it really so difficult for companies to consider how to make life easy for their Customers ? - Customer Service and Product Support really should be as easy as 1-2-3 !

Please let me know if you know a company which does have Customer Service as Easy as 1-2-3