customer service, or who is doing who a favour?
In E Land my big boss Elliot asks:E Land :: who is doing who a favour?
In his story, the ISP/telco would not allow his assistant or wife to keep the DSL service up and running because his credit card had expired. They wanted to talk to him personally.
I’ve actually had similar experiences with Rogers when I still lived in Ottawa and Mississauga.
Their customer service people always tried walking me through their procedures, even though I had already identified and explained where the problem was (their DHCP server or sometimes the nameserver was down).
The two most noteable experiences where:
1) Spending about half an hour on the phone (not counting the hold time) with a customer service rep who also did not understand the bill that Rogers had sent to me.
2) Similar to Elliot’s story, I was on hold way over two hours at night, and I remained on hold while everyone stopped working and went home – I guess. Because I was still on hold at 1am, while their office hours ended at 12pm… I had the phone on speaker and I think it was radio music, so at least I did not have to listen to advertising/upselling features.
I know they have the most difficult job and are not getting paid enough… but this is not the way that things are supposed to be. Well, at least I always got money back when I complained 