Yesterday (Maybe Saturday) I made an order worth over a grand with RMATV. Today I spent over 20 minutes waiting for a Customer Service Representative on hold. All along this butt-eye comes on every 50 seconds to tell me to push star and they will call me back. The worst part was the phone rang before it gave you the stupid recording so I kept thinking FINALLY!. But darned if old Butt-eye didn't excite me half a dozen times before I caught on. I had things to be doing at the time and was going to be traveling and unable to take their call so I waited. I heard the recording repeat the same thing at least 22 times.
When I got to Customer Service where the poor person is getting slammed. I asked them my question and asked if they had a process or way to flag unhappy customers. I used to be part of the management team for a UPS phone center as I moved through our management rotation so I know the kind of abuse these people are taking when someone is on hold even 5 minutes and finally gets through. He said management listened to every call. If they do I made sure to repeat my name order # and phone number and told them to CALL!
If I don't hear from them they will become my absolutely last source for parts.
To me, they send a very clear signal. In an effort to maximize profits they are trying to make all orders and Customer Service issues online Vs. actually adequately hiring, and managing their operations. I expect these are likely low-paid employees who are left in a lurch and customers are obviously not a priority to RMATV. I know when and how to use a PC. Sometimes you need to speak with an actual human.
So when I called my order in at 5 pm Mountain time just before they closed operations yesterday or Saturday (I'm old, slow, and dumb as dirt. I can't remember what I had for lunch) and spoke with the original rep he was most excited and said I made his night. After my call today I suspect they are paid time plus commission. RMATV doesn't seem to care about their employees or their customers.
To be honest I haven't had a service experience that bad that I can remember. (That isn't saying much but if I had eaten something bad for lunch I would know exactly what it was and what was wrong with it)
I was in the service business for over 30 years and that was not service worthy of my money.
When I got to Customer Service where the poor person is getting slammed. I asked them my question and asked if they had a process or way to flag unhappy customers. I used to be part of the management team for a UPS phone center as I moved through our management rotation so I know the kind of abuse these people are taking when someone is on hold even 5 minutes and finally gets through. He said management listened to every call. If they do I made sure to repeat my name order # and phone number and told them to CALL!
If I don't hear from them they will become my absolutely last source for parts.
To me, they send a very clear signal. In an effort to maximize profits they are trying to make all orders and Customer Service issues online Vs. actually adequately hiring, and managing their operations. I expect these are likely low-paid employees who are left in a lurch and customers are obviously not a priority to RMATV. I know when and how to use a PC. Sometimes you need to speak with an actual human.
So when I called my order in at 5 pm Mountain time just before they closed operations yesterday or Saturday (I'm old, slow, and dumb as dirt. I can't remember what I had for lunch) and spoke with the original rep he was most excited and said I made his night. After my call today I suspect they are paid time plus commission. RMATV doesn't seem to care about their employees or their customers.
To be honest I haven't had a service experience that bad that I can remember. (That isn't saying much but if I had eaten something bad for lunch I would know exactly what it was and what was wrong with it)
I was in the service business for over 30 years and that was not service worthy of my money.
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