Stephen J. Andriole is the Thomas G. Labrecque Professor of Business Technology in the Villanova School of Business. He has been writing for Forbes since 2015. His recent articles on AI, machine learning and generative AI have triggered lots of discussion.
I have a paid account on Netflix . I tried to sign in one evening on my TV, and I was told that I have re-enter my email and password. OK, even though everyone knows that the interface is horrible – unless you like pecking. I had to use the remote up/down/left/right throughout the process. After entering all of the data, I was refused access to my paid content. I tried it again with no luck. Tried a third time. Well, you know what happened.
I ended my session with a request for a credit to my account, but was told that Netflix does not offer credit to their customers when their paying customers cannot access their content. It was explained that since my desktop could access the content, it was somehow my fault that my TV will not let me access the content that I pay for every month. I ended the session with a giant
So at least I’m not alone. But why? We all know why: Netflix has some excellent content and most of its “users” are willing to tolerate bad “customer service” for access to the content. Is that the customer service business model today? You bet it is. It applies across the board. Should I cite CX horror stories that customers have had with Apple, Xfinity and so many other “providers”? It’s a classic pain/pleasure calculus where the clients bear the pain.
Customer Service Bots Apple Xfinity Comcast Llms CX TX Horrible
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