Rant about Panasonic

Sorry to do this, but I can’t believe the stupidity!! I hate it when companies leave customer service to machines who can’t think or adjust to real-life situations. These automated systems are intended to speed things along, but frequently wind up slowing things down and exacerbating an already frustrating situation for the customer. And, being a usability analyst, it’s really annoying when their Web sites and their processes omit minor details…like the correct phone number or a precise instruction!

 I am fortunate enough to work for a corporation that allows me access to several employee purchase programs for partner companies. A while back, I set up such an account at the Panasonic Purchase Program site. Today, for kicks, I decided to check in to see what sort of specials they might be lining up for the holidays.

 Murphy was working against me because when I tried to log in, I mis-keyed and/or forgot my password, tried to recover it via their automated password recovery link, and somehow wound up very quickly  temporarily disabling my account. Ok. Fine…annoying but I can deal.

As you can see from the picture, the Web site instructed me to call the “Panasonic Sales Support Center.” After a minute or two of confusion I assumed that the number given previously for Customer Service was the number to call since there was no other contact info available anywhere else on the site.

I call the 800 number and begin speaking with a voice that announced that it was an automated assistant and that I could speak naturally. It asked me what I wanted to do, and I said, “Panasonic Sales Support Center.”

The courteous automated assistant then transfered me to a tech support center where the live person asked me for the model number of my phone…what???? When I explained what I wanted, she told me that I had been transferred to the wrong department and that I needed to  speak to the sales support center. She said she could transfer me and then gave me the number in case we got disconnect. Of course, this number was the number that I originally dialed.  At least she was able to transfer me and save me the trouble of redialing.

 What I didn’t expect was to be transferred back to the automated assistant. That was annoying. I tried again to explain to the assistant what I needed and, finally, gave up and pressed 0. This time I got another live body who gave me a different toll-free number because I needed to speak with the password assistance center…what the heck?? Why wouldn’t that number be the one posted on the Web site in the first place???

 I call this number, no assistant! Hoorah! But, the live body that answered that phone then proceeded to take my information and tell me she didn’t have the authorization to reset my password on the spot. But, not to worry, an email would be set to me. Ok, great!!

 Here’s the catch. She said that there’s a 48-hour turnaround time for those emails…so sometime tomorrow or so, I should get a notice that my email is reset…DID THEY REALLY WANT ME TO BUY SOMETHING OR WHAT????????