Sometimes I experience such a resoundingly bad customer experience I can’t help but relate it to the world at large.
I called up Solo Mobile this afternoon to ask about their rates and plans. I used the number on their web site, 1-877-999-7656.
It seems this is their customer service number, as I was asked for my Solo Mobile number. When I didn’t enter one, the system told me to hit the # key if I wanted to ask about becoming a new customer. So I did this.
Then I received a message that their call centre was closed. The system informed me that they are open from 8:30am to 9:00pm Monday to Friday. Odd. I was calling at 3:00pm on a Wednesday.
The system told me I could hit 1 to leave a voicemail message, which I did. Then the system told me that the voice mailbox belonging to Solo Mobile was full. That sort of made me chuckle. I hung up.
I went back to their web site, as I’d noticed a callback button. Here’s what I got when I clicked that:
Unfortunately, our callback system is temporarily unavailable. Please try again later. For Service during our regular business hours, please call 1-877-999-7656.
Been there, done that. Something is clearly wrong here.
There’s enough information on their web site, so I thought I may be able to complete the transaction myself. So I clicked on the phone I liked, but quickly discovered that their shopping cart system is broken. Despite having added a phone to it, the amount I was going to pay was a mere $0.
I followed the purchase process through anyway (more to see how bad it could get than anything) and ended up with this message:
An Error has Occured
Please return to home page.
Okay. Last ditch effort. Email.
I clicked on the “Send Us an Email” link on their Contact Us page, filled out the form there, and submitted it.
Moments later, I received this email message from Solo Mobile in response:
Good day, We regret to inform you that due to technical difficulties with our systems, all the information contained in your message was lost. We sincerely regret the inconvenience this situation may cause.
That’s about when I decided to write this blog post. Does anybody even work at Solo Mobile? Aren’t they aware that their entire system is FUBAR?
Oh, wait. They’re a subsidiary of Bell. Well. That explains everything, then.
The Next Day…
I received this message from a Solo Mobile representative today:
Good day Mr. Robulack,
Thank you for using Solo Mobile’s Internet Customer Care. My name is Darine. I have read your message and I am pleased to assist you.
However, I wish to clarify that your question refers to products and services provided by Bell Mobility, which has its own client care service. We suggest that you submit your question at the following URL address:
Thank you for using Solo Mobile’s Web site. Don’t hesitate to e-mail us again at:
Have a really nice day
Solo Mobile Internet Client Care
Well, at least she was polite, even if she didn’t quite comprehend the gist of this blog post. Whatever.
My experience makes me wonder if we won’t be seeing this sort of memorial service soon:
Too bad the company’s customer intake service doesn’t match the quality of their advertising because the Solo Mobile commercial I pulled this image from is actually very funny. Check it out: