Adam Ginsberg Copmlaints - Can You Call Adam Ginsberg’s Office?

Friday, May 15th, 2009 at 3:53 pm

Here’s a comment left about me on a website from someone who was having a customer service challenge. Let’s take a look at it and see what part of this Adam Ginsberg complaint is truth and which is fiction. This one was written by Darlene:

“I am not sure what to think of Adam Ginsberg now. You cannot reach him by phone - at any number on anything you have paid good money for from him. Either no one answers, or you leave a message that no one ever returns, or you receive the classic that number is no longer in service. You are forced to leave your information in drop down boxes on his site that prevent you from accessing any information from his site - what is up with all of that? Not very good internet ettiquette from the internet guru. We are being charge monthly for something
we have no idea about and you cannot reach anyone. Come on Adam - Man Up! We are your customers - at least offer some courtesy - some human decency. What goes around comes around . . .”

This comment was posted online about 2 years ago, and I’d say there is some truth to it - as it was written and originally posted. I am not saying it’s completely accurate, but I can certainly understand this customer’s frustrations and concerns.

However, here’s what I will say to Darlene - and anyone that has had customer service issues in the past. First we take our customer service and the support we provide to our students very seriously.

Second, about 18 months ago we hired and trained a brand new customer service team. Today, we have 4 full time customer support team members who are available from 8:00 am to 10:00 pm (CST). We have a dedicated toll free phone # which is 888 355 7770 - option 1 (for support). And, we have a support ticket center located at http://www.adamginsbergsupport.com - of which replies are made within 2 business days.

As well about 15 months ago AdamGinsberg.com was completely revamped. So any issues regarding “drop down boxes” or the inability to access information is no longer a concern

It is possible that 2 years ago, during a major growth period for our company, you tried contacting us during a time when experienced customer service challenges and issues. This would have would frustrated many people who might have contacted us during that time - absolutely. However, the sign of any great company is to learn from their mistakes and take customer feedback seriously.

There are two directions a company could take when experiencing customer service challenges - either ignore them and hope they either go away or fix themselves OR work diligently to always improve and implement customer feedback to make the support system a better experience for everyone involved. We have chosen the latter of those two options.

The internet is a great place to gather information, insights and feedback. There’s nothing wrong with doing your due diligence when making a decision - just be sure that you have the most current information and that you’re not basing your decision on old, outdated stories that today have no relevance on what will effect you.

In the past, Adam Ginsberg complaints of customer service might have been accurate. And, although we’re not a perfect company, we are committed, dedicated and working very hard to support our customers and students in the best way possible.

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