That vendor I hired took 6 weeks to fix a simple billing error

I hired a lead generation service back in March and they kept billing me for the wrong tier. I called them 4 times over 2 weeks and got nowhere. Finally I had to CC their CEO on an email chain with 12 threads just to get a refund. It took 6 weeks total and I wasted maybe 7 hours on hold. Has anyone else had a B2B vendor drag their feet like that on something so basic?

2 comments

2 Comments

lisa_grant5d ago

Gotta push back here a little. 6 weeks for a billing fix is actually pretty fast for some of these bigger B2B shops. I've seen vendors take 3 months or more just to ACKNOWLEDGE a problem exists. The CEO email trick you used is smart but honestly once you CC the top brass things usually move at warp speed compared to normal support channels. If somebody is running their own small agency or solo operation then yeah that wait time is awful. But if it's a larger company with layers of support reps and account managers that timeline is pretty standard. They probably have some junior person handling tickets who has to escalate everything to a supervisor who then needs approval from someone else. Not saying it's right but that's how the system works.

phoenixh745d ago

I read a post on LinkedIn last week that said most B2B support teams are measured on ticket volume not resolution time which explains a lot. @lisa_grant, you're right that big companies move slow, but 6 weeks for a simple billing fix still feels like they just weren't trying. I mean, at that point it's not really about the system being broken, it's about them not caring enough to fix it faster.