Discover ends up as #7 on SHAME list from MSN Money for poor customer service

All about Discover & Diners Club - talk about their credit card deals such as the More, Miles, Escape, and others.
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Iroquois
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Discover ends up as #7 on SHAME list from MSN Money for poor customer service

Postby Iroquois » Thu Jul 18, 2013 7:53 am

I haven't found Discover to be overly competitive as I've said for a while on card fundamentals such as APR or credit line in spite of the fantasy they try to create with TV commercials on items with significantly lesser value. So the card has been in the back of the wallet.

Now, inspite of their attempts to highlight service they show show up towards the top of a nationwide "Shame" list along with American Express on MSN Money.

How long ago was it when GM would talk about how good their cars were on TV and no one believed them until they actually started to make them better ?

http://money.msn.com/investing/2013-customer-service-hall-of-shame


MemberSince99
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Postby MemberSince99 » Thu Jul 18, 2013 8:43 am

Honestly I've found the customer service of Discover to be the best thing about them. They are in no way comparable in my experience to Amex customer service - they are way better IF you get the offshored Amex CS. If you get Americans, they are comparable.

Discover may be experiencing some turnover, I have called a couple of times recently and the rep did not seem as familiar with the product as past reps had been. But you always get Americans you can understand who will try to help you. If these guys think Discover is bad, they should give Capital One a call and find out what joke customer service is all about.

I for one have to stick up for Discover here. It's what makes putting up with their stinginess worth it.

Now if you wanted to talk about that, I'd have to agree wholeheartedly.

Userofcards
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Postby Userofcards » Thu Jul 18, 2013 1:22 pm

The poor customer service "Hall of Shame" included American Express, Discover, Wells Fargo, Citi and Bank of America. I suspect many smaller banks/credit card issuers would wind up here as well. Its possible Chase, CapOne and B of A barely avoided making the list! Note too that cable companies seemed prominent on the list.

So perhaps the list is helpful in telling us that certain industries have a lot of upset customers (for whatever reason), but I don't think the survey is terribly useful for a consumer deciding between, say "comcast or time warner verizon" or "AMEX, Discover or Citi." Apparently all these companies have many customers upset with service.

Of course, if Discover (and AMEX?) advertises itself as having great customer service but then fails to live up to that claim, it may be shooting itself in the foot!

Interestingly, CapOne is slammed on credit card boards all the time for bad customer service reps. Yet it didn't make the "Shame" list.

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Postby rockyrock » Sat Jul 20, 2013 8:47 pm

MemberSince99 wrote:Honestly I've found the customer service of Discover to be the best thing about them. They are in no way comparable in my experience to Amex customer service - they are way better IF you get the offshored Amex CS. If you get Americans, they are comparable.

Discover may be experiencing some turnover, I have called a couple of times recently and the rep did not seem as familiar with the product as past reps had been. But you always get Americans you can understand who will try to help you. If these guys think Discover is bad, they should give Capital One a call and find out what joke customer service is all about.

I for one have to stick up for Discover here. It's what makes putting up with their stinginess worth it.

Now if you wanted to talk about that, I'd have to agree wholeheartedly.


+1

My personal experience is Discover is second only to Chase in CS. I have never ended a call with disappointment with either--something I cannot say about Amex.
American Express (2005): Green & Blue Cash Everyday
Chase: Freedom & UA Club USAA: Signature Visa & American Express
Discover it Bank of Hawaii Hawaiian Airlines WEMC Synchrony Sam's MC
Navy FCU Platinum Visa Citi Double Cash & AT&T Access MC

Iroquois
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Customer service is more than how they answer the phone

Postby Iroquois » Mon Jul 22, 2013 9:25 am

Wholeheartedly agree that the entire industry has a customer service issue. And individuals have unique experiences which individually may or may not be representative of large groups of people.

I think Discover's website is great and that the people who answer the phone are tremedous too. Backroom operations which cause customer service issues is where I encountered issues. Serving customers has to take in to account credit lines and APR vis a vis overall satisfaction.

The ad campaign about their CS may have been spurred by customer complaints and perhaps they were trying to change a declining image. But to run a campaign and then show up on a national dissatifaction list may be that they are calling attention to themselves in ways that they can't deliver - which would be collossal waste of money and a self inflicted wound.

They could be their own worst enemy, particularly since customer satisfaction has very little to do with why people get a card (usually its price and granting of credit) or actually using the card once they get it.

Just my simplistic views ( but like I said, my Discover card is in the back of the wallet).

Kripler68
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Postby Kripler68 » Mon Jul 22, 2013 10:36 pm

Chase in the hall of shame? In my experience, they are one of the best I have had



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