00:02First, an apology for a mistake.
00:06How many times on this show have you heard me say,
00:09I'm human, I'm flawed and frail and imperfect like every other human,
00:15and I made a mistake.
00:17I was going to start this show saying,
00:20I would have never thought when the start of the month of March of 2026 started,
00:26I'd be doing so many video exclusives this month.
00:31Well, I'm actually recording today a second video exclusive to air in April,
00:41but not on April Fool's serious stuff.
00:46But I just realized season three episode March video exclusive special
00:5610 was actually dropped today.
01:01Again, not an April Fool's joke, very serious subject, but a mistake.
01:08I called it March video exclusive special 10.
01:11That was actually April's first special video exclusive.
01:18Anyway, so apologies for the error.
01:24I'm not going to try to go back and correct it.
01:27I will, and I apologize, this might confuse people.
01:32I will properly label this as April video exclusive number two,
01:39even though I think you know.
01:43Today, customer service, I've got a range.
01:50I'm sorry.
01:51Couple things.
01:53Custom, follow up to multiple articles.
01:57I wrote it before it's news.com,
02:00and I think one at Substack on customer service.
02:06Constantly, over and over and over, it seems something comes up.
02:13You try to address it, and next, there's one, it's hard to get a hold of anybody,
02:22and then two, the person you do get a hold of is just there to answer the phones.
02:28They don't know anything.
02:30They can't do anything.
02:33Customer service sucks in America.
02:38It just does.
02:39Now, two things.
02:41I was on the phone with someone today, and I told them I was going to out them.
02:48I was going to name names, but I'm going to show grace and keep this generic.
02:54I'm not even going to mention the particular product, just to keep this generic,
03:02because this matters and applies in many cases, many situations.
03:09A particular product at this company has a gaping security hole.
03:18I lay it out.
03:20I explain it, but don't care.
03:24Don't care.
03:26Tried five times.
03:28Called customer service one day.
03:31I think it was yesterday, or was it the day before?
03:34Called their customer service.
03:37Talked to someone for a fifth time.
03:40Oh, how can I help you?
03:41Let me.
03:42You can't help me.
03:44The four people who are phone answers before you didn't fix the problem.
03:50Here I am trying a fifth time to get it addressed.
03:55I want to talk to a supervisor.
03:57Okay.
03:58Put you on hold.
03:5933 minutes later, that same person who couldn't help me comes back on.
04:07Oh, so sorry.
04:10All the customer service representative supervisors have now left the building.
04:18They've gone home for the day.
04:20You've been on hold 33 minutes.
04:23Sucks to be you.
04:25Call back another time.
04:27Not no.
04:28I will be sure someone will call you back.
04:31We will make sure somebody will call you up.
04:34Call back another time.
04:37Not acceptable.
04:38So I wrote an email.
04:39And of course, now two, three days later, heard nothing from the company back regarding the email.
04:49Nothing.
04:51I also wrote a partner of their, again, I want to be careful.
04:58I don't want to deal in specifics here.
05:00But a sister company, they're related companies.
05:07Person did call me back from the sister or brother company or whatever.
05:13Not necessarily parent company, but they're connected.
05:17They're related.
05:18They cooperate.
05:21Person called up.
05:23Yeah, but there's nothing I can do.
05:24We're really company, QRS.
05:28They're a separate entity, XYZ.
05:31Even though QRS and XYZ work hand in hand, they advertise together.
05:39Oop.
05:39I probably shouldn't have even given away that hint.
05:43And that's the, right, how many commercials do you see on a day?
05:46Oh, we here at XYZ.
05:50I don't want to see ABC because, right, ABC is a real company.
05:55And I bought my TV from them.
05:58And they were very helpful.
06:00Actually, I bought a Sharp TV.
06:04It didn't work.
06:05It got replaced.
06:07The replacement didn't work.
06:09It got replaced.
06:09So the third time they said, ah, pick a different TV.
06:13So I got an even bigger TV of a different brand, and it's been working great.
06:19So ABC was really good.
06:22Their customer service was really good.
06:25So kudos to ABC.
06:27So XYZ, QRS says, oh, they can't really tell XYZ what to do.
06:35Well, you could at least forward the email because I copied both companies.
06:42The XYZ didn't bother to get back to me at all.
06:47QRS at least had the decency to talk to me and then say, ah, but there's nothing I could do.
06:55Well, yes, you can't tell me you don't know somebody at your sister company that you can escalate this to.
07:05You could at least do that.
07:07But no, no, no, I can't do anything for you.
07:11I'm willing to listen.
07:13And like all the ads say, we care so much about our customers.
07:18No, you don't.
07:19No, you don't.
07:20It's just a PR BS bogus ad.
07:24How all these companies care so much about their covers, customers, but they got no customer service departments really to
07:35show for it.
07:36Or it's outsourced overseas.
07:41The other issue, for example, and I will name name here.
07:47We bought my sister lives with me.
07:52She was with my mother when she had dementia in mother's house.
07:57And when she died, we decided, why keep two separate households?
08:02Let's combine.
08:04She is living here.
08:06Out of the basement, we needed a stove for the basement.
08:12Only certain stoves would manage to get down the basement.
08:16So we bought a hot point stove.
08:20Sorry, outed you.
08:23And the issue of security, a safety, a health issue that we brought to several people's attentions, but nobody cares.
08:37What happens is that, you know how a stove, you're supposed to have to have a certain amount of pressure
08:44on the turn-on valve for it to be able to engage.
08:51Well, this one, if you just lightly skirt past it and your coat nudges it, it'll turn on the gas.
09:00And gas will continue to fill the house till you notice it and turn it off.
09:06So we've pulled off all the knobs so that it is safe to have in the house.
09:14And the people we've called to try to address it, many lawyers, expecting them to get involved.
09:23They all say they are product liability.
09:33But no, they're all ambulance chasers.
09:38Unless someone is really, really hurt or killed, and it's million-dollar settlement territory, they don't want...
09:49Saving a life doesn't matter to them at all.
09:53No.
09:54Get involved.
09:56Get this product fixed.
09:58Get this product replaced wherever it's at.
10:00Get all the turn-on valves upgraded so they're safe.
10:06No.
10:07Don't want to bother.
10:09Give back to us if somebody dies.
10:11That's unfortunately the bottom line.
10:15When somebody dies or a house blows up because there's ignition source while the gas is leaking and it blows
10:25up the house,
10:26then, then they'll bother to look at it.
10:31And the same with this company, back to the original rant.
10:35The gaping security hole that I've explained it to them and the person I talked to today.
10:43Yeah.
10:44Oh, I understand it.
10:45But there's nothing I could do about it with them.
10:48You have to address it.
10:50They've not answered the email.
10:52They won't call back.
10:53I was on hold for 33 minutes and they all just went home leaving me stuck on hold.
11:00Hung up on me after 33 minutes.
11:03Oh, you'll have to call back.
11:05They don't care.
11:08Until this security problem maybe eventually bites one of their executives in the hindsight.
11:18Then maybe.
11:19Then maybe.
11:20No, you've been warned about it, but you're not going to do anything about it until it happens to somebody
11:29at the company.
11:30Then maybe you'll step up and care.
11:33And that's sad.
11:35The state of customer service in this nation.
11:40All these companies over and over.
11:43Several account at beforesnews.com.
11:46And yes, I named names there.
11:48And I think, as I said, one on Substack, J. Leonard Detroit, Substack, Joseph M. Leonard, J. Leonard Detroit on
11:57beforesnews.com.
12:00Tinyurl.com slash JLD articles is a shortcut to my beforesnews page.
12:09And you can scroll through those by the customer service ones.
12:13So, no, let's not learn from something that happened somewhere else and make sure it doesn't happen to our customers.
12:26No, we don't really care unless it happens to somebody they deem important enough to then start to care.
12:39So, I apologize for the vagueness of this.
12:44But I think you understand.
12:47It doesn't matter if it's a product or service.
12:55If there's a problem that is easily foreseen and can be easily addressed,
13:02but they ignore the problem, they are liable for the problem.
13:11But good luck getting a lawyer involved unless somebody dies, because they only want to chase ambulances.
13:19And yes, I'm talking all the top firms here in the state of Michigan, and including some out of state,
13:27don't want to be bothered, don't care if your house blows up, then get back to us.
13:38Till then, we don't care.
13:40Even though our ads say we are a, you know, consumer protection lawyer, a product liability lawyer.
13:50No, you're an ambulance chaser.
13:52Anyway, thank you all.
13:54Take care.
13:55God bless.
13:56Customer service.
13:59Chime in on the video notes if you've got a story you want to tell.
14:05If you want to spew, if you want to rant, chime in in the notes if you like.
14:13Unfortunately, I know most people are too quiet, are just going to be quiet,
14:19just going to shut up about it and take it, and that's the problem.
14:23We keep taking it.
14:25We keep putting up with all this stuff.
14:29Why am I one of the only ones here ranting about it and sharing the issue
14:36and trying to bring attention to the issue?
14:40Thank you all.
14:42Take care.
14:42God bless.
14:43Love you all.
Comments