Subscriber sucky sucky
Nov. 13th, 2006 01:18 pm![[identity profile]](https://www.dreamwidth.org/img/silk/identity/openid.png){kind=small}
attackgypsy.livejournal.com posting in ![[community profile]](https://www.dreamwidth.org/img/silk/identity/community.png){kind=small}
techrecoveryTwo really interesting tales today from the North East Cable Company (NY, NJ, CT).
First one is an email problem. Now, our email is free. Yes, we know it sucks, but its FREE. You don't pay at all for it.
We've been having issues with the email all week.
Me: Yes Mrs. Sub, we have been having issues with the email all week, here is the temporary work around for it. (tells work around. sub does the work around and gets email)
Sub: I want a credit for the email being out.
Me: Mrs. Sub, you don't pay for email.
Sub: But my internet has been out all week.
Me: Mrs. Sub, I can see that your modem has been online for 46 days now. Your internet has not been out.
Sub: I want a credit because I couldn't get my email all week.
Me: Mrs. Sub, I can not possibly justify a credit for this outage, since you do not pay for email.
Sub: You are being rude and unreasonable, I want your supervisor.
Me: I can certainly do that for you. Would you please hold for approximately two minutes while I inform the supervisor of the situation? Thank you.
I turned to my Super, who was sitting right next to me, with her headphones on, listening to the call, and said "Do you want to have some fun?". To which she said "Give me this idiot."
Me: (After taking the sub off of hold) Thank you for holding, Mrs. Sub. I have Super on the line, and she'll be able to help you further. Thank you for calling Cable Company, and have a great day.
Super listens to the Sub, and sub yells that I was yelling at her and being rude to her. Super tells Sub that super was right next to ME, listening to the call, and that all calls are recorded. Sub hangs up. Got a gold star from my Super on that one.
Second call.
This guy was legitimately down. No question to it. Needs a tech out there to fix it. And he's been down for 2 months now.
The issue here is he wants credit for it.
The problem. This was his first call to us. He's been down for two months, paying for the service, and he just calls us now.
Me: Sir, this was your first call to us about the problem.
Sub: But I've been down for two months.
Me: Well sir, if you had called us when it went down, we might have resolved it within 2-3 days.
Sub: I was too busy. Now I want credit for it being down.
Me: Sir, I can't possibly justify 2 months credit if you didn't report the problem.
Sub: Fine, give me the disconnect department. I'm going to cancel the service now.
Me: Certainly sir, hold one moment please while I transfer you.
Now our retention department can do all kinds of funky stuff I couldn't dream of doing to keep a subscriber. I looked up the call details about an hour later. They didn't give him a credit, they didn't give him anything, he kept the service call, and he was back online in two days.
The whole problem? One of the wires inside the house was old and had become frayed, and was replaced. And because of this, they charged him for the service call too. If he hadn't been a dick about it, they probably wouldn't have charged him at all.
First one is an email problem. Now, our email is free. Yes, we know it sucks, but its FREE. You don't pay at all for it.
We've been having issues with the email all week.
Me: Yes Mrs. Sub, we have been having issues with the email all week, here is the temporary work around for it. (tells work around. sub does the work around and gets email)
Sub: I want a credit for the email being out.
Me: Mrs. Sub, you don't pay for email.
Sub: But my internet has been out all week.
Me: Mrs. Sub, I can see that your modem has been online for 46 days now. Your internet has not been out.
Sub: I want a credit because I couldn't get my email all week.
Me: Mrs. Sub, I can not possibly justify a credit for this outage, since you do not pay for email.
Sub: You are being rude and unreasonable, I want your supervisor.
Me: I can certainly do that for you. Would you please hold for approximately two minutes while I inform the supervisor of the situation? Thank you.
I turned to my Super, who was sitting right next to me, with her headphones on, listening to the call, and said "Do you want to have some fun?". To which she said "Give me this idiot."
Me: (After taking the sub off of hold) Thank you for holding, Mrs. Sub. I have Super on the line, and she'll be able to help you further. Thank you for calling Cable Company, and have a great day.
Super listens to the Sub, and sub yells that I was yelling at her and being rude to her. Super tells Sub that super was right next to ME, listening to the call, and that all calls are recorded. Sub hangs up. Got a gold star from my Super on that one.
Second call.
This guy was legitimately down. No question to it. Needs a tech out there to fix it. And he's been down for 2 months now.
The issue here is he wants credit for it.
The problem. This was his first call to us. He's been down for two months, paying for the service, and he just calls us now.
Me: Sir, this was your first call to us about the problem.
Sub: But I've been down for two months.
Me: Well sir, if you had called us when it went down, we might have resolved it within 2-3 days.
Sub: I was too busy. Now I want credit for it being down.
Me: Sir, I can't possibly justify 2 months credit if you didn't report the problem.
Sub: Fine, give me the disconnect department. I'm going to cancel the service now.
Me: Certainly sir, hold one moment please while I transfer you.
Now our retention department can do all kinds of funky stuff I couldn't dream of doing to keep a subscriber. I looked up the call details about an hour later. They didn't give him a credit, they didn't give him anything, he kept the service call, and he was back online in two days.
The whole problem? One of the wires inside the house was old and had become frayed, and was replaced. And because of this, they charged him for the service call too. If he hadn't been a dick about it, they probably wouldn't have charged him at all.
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no subject
Date: 2006-11-13 07:14 pm (UTC)no subject
Date: 2006-11-13 08:30 pm (UTC)no subject
Date: 2006-11-14 01:57 am (UTC)Oh well - proof that sucky customers are the same the world over. Yes, your internet has been out for a whole day - but as you pay for an amount of data over the month, and you've still got plenty of time to use it up in, no, you may not have a credit. Yes, sir, it is entirely possible to use up 400mb of cable download in less than a week. Trust me.
no subject
Date: 2006-11-14 11:23 am (UTC)no subject
Date: 2006-11-14 11:24 am (UTC)no subject
Date: 2006-11-14 08:47 pm (UTC)Good call, dude!