Why don't corporate companies understand what customer service is?

WARNING: I'm writing this article in a bad mood, I know I probably shouldn't, but what the heck, here goes anyway.

After happily using a mobile broadband provider for the last two years whose name has a significant T within it, I thought shopping around for my next provider would be a good idea. I'd had no problems at all with company X, I'd only spoken to them twice in two years, just to change my payment details, which was dealt with immediately and efficiently.

Even though we hadn't had any problems, I thought I would change over to another provider, whose logo might be red in colour, who boosted significant network speed improvements over my current provider.

My new dongle arrived and I did my first basic test - how fast is it in my house compared to my old provider? It was slower. Much slower. I'm a patient kind of guy and I'm also a geek so after doing some reading, I went over to the new office and tried it there with some tweaks. Still no joy, still slow.

I felt bad because I had 'cheated' on my old provider and now I was paying the price. The new provider had their chance, so with it being less than fourteen days since my purchase, I thought I would simply return the item and we could all get on with our lives.

This is were the real trouble begins. My first three attempts to speak to them on the phone result in being on hold for around twenty minutes and then finally being cut off. Classy service. The final call I did get through and wasn't cut off however they weren't interested in my problems. They said I hadn't returned the item in seven days so there was nothing they could do. That was it. They were only too happy to lose me as a customer. No refunds, no compensation, nothing. Absolutely shocking. I was fortunate I was on a rolling contract (which I did incase there were problems!). Imagine I had signed up for three years?

If I treated my customers like this I wouldn't haven't any! If I had bought some produce from my local butchers and I got home to find it wasn't to the standard I expected, I could take it back and I know he would not only replace the item, he would no doubt offer me a little something for the inconvenience. This way I accept mistakes happen, but I'm still more than happy to shop there again and again.

If I buy a shirt and I get home to find it doesn't fit me I can take it back. This is even my fault for not trying it on, but the retailer will still give me my money back, no questions asked. Guess what? I therefore shop there over and over again.

Our computer parts supplier does the same thing. I often order the wrong item, but the supplier knows I'm a loyal customer so they bend over backwards to ensure I'm refunded or that I receive the correct part, even though this is again actually my own fault. I really appreciate this type of service.

So why is it the big boys get it so badly wrong? I can't name names, but we all know who I mean. The large telecoms providers of this world, the utility companies on this world etc. They just get so big, they completely lose sight of what got them there in the first place.

All they care about is the shareholders, they have no time for the customer. My chosen alternative mobile broadband had me as a customer for just over a week and they did nothing to try and keep me. As I write this, I'm now back with my old provider, I'm sorry for considering leaving them!

Customer service is everything, customers are everything, with no customers, there is no business.

I'm a complete novice in this business game, but even I know this. Keeping current customers happy is so much easier than find a new one.

Rant over!

Back in action in the 6-a-side league tonight, we really need a win tonight after a recent run of poor form.