Wednesday, May 31, 2006

Focus Group Experience

I got a call last Wednesday night asking me if I'd be interested in being part of an upcoming focus group. $75 cash for two hours. Sure! The focus group chick asked me a bunch of questions and told me to be there tonight at 5:15. I've only done one focus group before and it was on terrorism. This one sounded more fun because she asked about my reading habits of magazines.

I showed up tonight and the guy at the desk wasn't expecting me. He called and discovered my group was last night. Huh?? So I called the number while I was there that I had been given and sure enough it was last night and I was a "no show". I advised the guy on the phone that I was told to come tonight ... no, I must have mistaken the day, he said. When the focus group chick told me the night last week, my initial response was that I'd have to miss the class at the gym that night ... and there is no class on Tuesday nights ... so I know I wasn't wrong about the day.

Plus, he said, three calls had been made on Monday and yesterday to remind me. Huh?? I assured him there had been no voice messages left and I confirmed he had my correct phone number.

His tone and implication that it was my fault pissed me off. So I told him that I'd skipped lunch, rearranged my day, left the office early and skipped my usual plans to be there. Would I do that on purpose??

Round and round we went. Finally he ask me what he could do about it. I'd gone there in good faith, there was a screw-up on their side ... because he was being such a dick, I told him I wanted to be compensated what I'd been promised. No, he couldn't do that. Round and round we went again.

I asked to speak to his supervisor. He told me he was the supervisor. I rephrased the question and asked for his boss' info, which he gave me.

When I got home tonight, I asked Gord if he'd forgotten to give me any messages. No messages. I checked our call display and there were two calls from this research group ... the initial one and one from yesterday morning ... but no message. So much for the three reminder calls!

I was sooooo pissed! Needless to say, I'll be making a call to his boss tomorrow. And it's not about the $$ ... it's about the guy's attitude. What ever happened to customer service??


Isabel said...

Ugh, he does sound like a dick. And to make it sound like you were at fault? Ugh...

Sheri & SuZan said...

It seems that customer service has gone the way of the 8 track.

What a mess and the frustrating thing is how YOU were treated!