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A Lesson in Bad Customer Service: Arrowhead Water

I’m in the middle of a move. Moves are tough. It’s nice when companies make it easy for you. My financial institutions do: my bank, my credit card companies. The US Postal Service does too. They all let me process a change online.

Apparently water delivery requires some special security regulations regarding address changes. I can’t do it through my online account. I have to call.

I first sent in the online form that allows me to choose the subject “Change my delivery address.”  I’m e-mailed back. No can do. Call us. Not sure why they bother to allow that subject to be selected on the form.

You can imagine the call. Lots of voice prompts asking me questions, then finally a voice informing me I’m finally at the right place, but I’ll probably have to hold for 25 minutes. To change my freaking delivery address?

I email again explaining that if they can’t change my delivery address, cancel my service. I’m not going to hold for 25 minutes.  Of course, no one reads the email. They send me the same automated message: no can do via email. Maybe they have a saved voice imprint that they check against my voice during the call to ensure I’m not a neighbor trying to steal Vera’s water?

This company seems to have some serious problems with technology. For one thing, the site is in Flash.  Every few times I go there, it requires me to do a software update.  Now, I have the $1200 Adobe professional suite with Flash, but apparently that’s not going to work for them.  OK.  Now shut down your browser to install this.  “It’s Easy!” they inform me.

Not easy enough. I have built and managed hundreds of website. There is no reason for their site to require special downloads. It’s a freaking site for ordering water!

It just seems the customer does not come first at Arrowhead. They need a new IT department and a new customer service attitude.

OK. Moving brings the rant out in me.

I just can’t go back to the wretched service of Yosemite Water.

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One Response to “A Lesson in Bad Customer Service: Arrowhead Water”

  1. I too was so frustrated with Arrowhead water and their lack of good customer service I made this video to re-enact my bad time…enjoy

    http://www.youtube.com/watch?v=7boiHS7mKAM


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