The Purpose Of This Blog

NEWS: November 15, 2010 - My car has finally been returned to me - but I do not have satisfaction.

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If you have a remarkable customer service experience to report, please email your story to:

This is a Blog intended to highlight extraordinarily frustrating customer service experiences. It was inspired by my recent dealings with BMW on an issue with my car, but that experience has catalyzed how incredibly let down by customer service I've been in recent years and this Blog is the result.

I believe in fairness, and I'm happy to pay for the things that I want - it's what creates an economy and allows me to have things in the first place. However if I don't mind paying for things then I expect the companies that I buy them from to support thier products and services, and not to be treated like a number once sales has done their job and taken your money. That is not fair.

In response, I've decided to open the Blog up to highlight as many of these experiences as I have time to post while continuing to update the log of my dealings with BMW USA. I just can't believe that the best these people can do is be coddled by powerless "Representatives" that are purposely put in the way of a company having to deal with their customers directly. Many years of calling "Customer Service" lines, a whole division of paid employees that are supposed to be there to help you solve problems with products that you have fairly purchased, and so very, very rarely are ever able to help you resolve your issue. This seems to me to be mostly an intentional attempt to shield themselves from customer complaints, and many have structured themselves so that your problems are unable to be solved, hidden their contact information so you are forced to go through this gatekeeper by trapping us in endless button pushing phone mazes and automated customer service websites.

This Blog is aimed at highlighting some of the worst offenders and offered as a public service for those considering doing business with these companies.

These Corporations seem to say to the customer that they are no longer individuals, and their volume is simply too high to deal with each customer on a case by case basis. Even when you are finally allowed to speak to an actual human, the first thing they do is read you a script of pat responses, which only puts you in a different kind of maze as you attempt to finally get to someone who knows something or has the power to help you. It's getting more and more difficult as the companies seperate themselves from actual customer service, and build higher and higher walls against their customers.

Maybe I'm old-school, but that's simply not good enough for me.

I encourage everyone to read these posts as a marker of how these companies have dealt with me so that you, the consumer, can make choices in who you choose to do business with.

Thanks for reading.

J Logan, Customer Service Avenger