I’ve experienced the same issues that you’ve outlined. Once I began working with the supervisor of my rep at YP.com, things got done, but it was a real chore.

While I was having issues with yp.com, I began dealing with superpages.com / Idearc Media. Over the course of a year and a half, I went through 6 different reps, spent over 30 hrs on the phone & emailing to correct simple errors on my listings. [Had they used the information I originally provided, there wouldn't have been an issue.]

It seemed that evertime I called in I was being passed to a new rep, and had to explain the situation for the three hundredth time, only to be told that they would have to look into it or that they completed what I asked them to do, therefore if there was an error with the listing, it was my fault.

When you call into a business these days, you get that recorded message telling you “…this call may be recorded for customer sercive purposes, blah, blah, blah. Just once I’d like to have a company call me back and say, “Sir, we reviewed the telephone conversation you had with our rep, and feel your issue wasn’t handled in an appropriate manner…”

In all fairness to YP & SP, I did come in contact with employees that were polite and attempted to assist. Unfortunatlely, in my experiences the polite & helpful employees were the exception and not the rule.

Are these companies getting so big that customer service isn’t an issue?

Sure… I can try and take my business elsewhere, but where! These are the big dogs!! Their sites drive business and it’s expected that I have a presence with them.

Unfortunately, I’ve had almost as bad an experience with a completely different set of people surrounding my client’s YP account.

I was searching through different marketing articles this morning and was very disapointed to read this post.

I am an employee of the company and assure you this is not the culture or a reflection of the values we practice.

Although I am on the west coast, I will certianly try to help you.

I will send you an email with my contact information and if you will call me I will make all efforts to see that your issue is properly addressed.

As long as I have been here, I have truly not seen this as a pattern so I am sorry you have reached this obstacle.

Sincerely,
TLM