Unbelievable.  I sent an email NINE days ago to Dex, the phone book company.  They have an old listing for our business including a phone number and address we haven’t had for over 3 years.  I was just informed of this fact by a customer who was trying to reach us from a coffee shop when he didn’t have his cell phone with him.

The response from the Dex rep says much about customer service in this particular market segment.  My initial email through their website form simply stated they had the wrong information for our company and I provided the correct information.  The response I received:

Thank you for writing Dex. Currently the listing information we are publishing for (xxx) xxx-xxxx is coming directly from your phone company. Since it is coming from an outside source we are unable to change it here. If you contact your service provider though, they will be able to address this for you. I do apologize for any inconvenience this may have caused.
Thank you,
<removed>
Dex Media

My email back to them:

Thank you for your email.  A couple things jump out at me.  First, we haven’t used that phone number for over 3 years now.  I would think that you may want to audit the phone company information you are receiving.  After all, you are publishing a directory with allegedly accurate information.  If the information is inaccurate, doesn’t that make your directory less valuable?  Why use a directory with inaccurate information?

Second, I find it remarkable that you are asking me to fix your problem.  I was attempting to point out an inaccurate listing in your directory.  I am not aware of what phone company you are referencing.  We have a VoIP line so no phone company is involved.  May I suggest that YOU contact the phone company that is providing YOU with erroneous information?

I am not going to waste my time trying to sort out which phone company is providing the information.  If you can fix your problem, great.  Thank you in advance.  If not, I understand and will do my part to inform people of the inaccuracy of Dex.

Regards,

Just doing my part.  You know, you often hear about the bully pulpit of the Presidency.  Maybe there is a bully pulpit of blogging?

Posted By Derrick Moe | Anecdotes | | Comments(2)