The Man That Is J.D. Power

On this episode of “Between the Lines,” the man who revolutionized an entire industry, J.D. Power.
J.D. Power and Associates are known worldwide for their customer satisfaction rankings. The business started over 45 years ago become the most trusted name on behalf of the consumer.
Now, hear from the man himself, how he represents the most important voice, that of the customer.
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[@QuantumCubeblue4]

I'm glad you exist thank you for all your videos ❤️

[@BarryKibrickOfficial]

Your kind words made my day!

[@EstherLuttrellsSundayStories]

Customer Satisfaction and the quest for always wanting to do better .,.. that may be JD Power, but it sure sounds like Barry Kibrick to me.

[@BarryKibrickOfficial]

How kind my dear Esther!

[@RickPaquin-xg9hm]

So Barry, I just switched from a J.D. Power ranked internet provider to a different provider that is NOT ranked by J.D. Power, so this hit a nerve. The reason I switched was specifically because of my horrible customer satisfaction.
My internet provider has enjoyed a monopoly for high speed internet for 20 years and through those years it has boasted the J.D. Power high rating for customer service! Wow! Their customer service was in fact one of the poorest in customer satisfaction. Anyone in our community would concur that assessment. But if you ever doubted that assessment, well... they had the J.D. power awards to prove us all wrong.
It was as if they were saying, "You may think we provide bad customer support, and we actually DO, but hey, you don't have any other choices now do you? Furthermore, we have a shiny award showing that SOMEONE thinks we're we're doing a great job, so we're happy! So really... we don't care what you think. We HAVE the power! Hmm... Did they mean J.D. Power?
So how bad was their service really? Is this just a bad rep on the phone one day or something more serious? I'll let you decide.
I woke up a few years ago and had no internet or television service. When I called this award winning provider, they told me my new neighbor must have accidentally used my address for their new service, so they naturally turned off my service since they assumed the new people were actually moving in to my home. There was no discussion with me about this. After 38 years they couldn't be bothered sending me an email, text or phone call. No verification performed, AT ALL! They just flipped off my service!!
Then I was told there was no way to simply restore the service I had had for 38 years with this company. Their computers just don't work that way. I would have to apply for NEW service again, get accepted, and there would be a new installation fee.
I was without service for 29 days. I spoke with 43 different representatives and instead of enjoying a pre-scheduled vacation, instead spent 38 hours (including hold times) trying to get my service back. I was told the new neighbor had a problem with their credit, so I was told their credit HAD to be approved before I could get MY new service because the computer has both addresses on the same account. It simply won't allow one to be approved without the other. I honestly thought this was a nightmare.
When they finally re-connected the service 29 days later, it didn't work. I was told that since this is a new service, the computer won't allow it to work with my old modem (funny, it was working just fine before they pulled my service for my neighbor.). Logic didn't matter. These people were priding themselves in helping the community "enter the digital age," when they in fact were ALL slaves to a computer system no one in their company could control! And apparently no one cared!
I received a $700 bill for getting my service re-established and I had to purchase a new modem and a new Fax modem! It took 6mo. before my $700 bill was eventually adjusted. I was told that computers, that normally crunch data in nanoseconds, take time to do this! During that 29 days I had put up a TV antenna and realized it was just as good as what their cable TV service provided, and it was free! So I dropped the Cable TV service. Their loss.
And here's the icing on the cake. There was NEVER an apology. I wonder what J.D. Power would say to that experience?
I experienced the absolute worst customer service you can possibly imagine, yet when I enter their business today, that J.D. Power award is displayed front and center! The other customers in the store are all poor, complaining victims of a company who simply doesn't care about them, along with similar problems. Ah, but that award sits there shining!!
I'm fed up with businesses today who wrap themselves around computer systems that crunch numbers and provide ratings and awards that really mean nothing and do not reflect actual reality. If you want to know the customer service performance with any business today, get into the social media groups on line and you'll get the REAL scoop there!
Today, no one answers phones, doors, or email surveys, so HOW can ANY survey today be remotely accurate? And WHY would you rate a company that enjoys a monopoly in the first place??
Now that we have competition, 50% on my street, including me, have jumped ship to the new internet provider. They have signs in their yards announcing the switch. Why? Simply because they were fed up with the previous award winning company.
I suggest you interview someone, or some company in the future who has actually made a REAL HUMAN difference for our world. I would enjoy that a whole lot better.

[@BarryKibrickOfficial]

Rick, next time contact me and I'll see to it that you get the best service possible!