[We join the show, already in progress, after 6 days spent mostly without the Internet…]
I ran for it! RAN FOR IT.. and missed it.
Then a voicemail popped in ..”hello, this is blah blah blah Internet cable…please call us to reschedule your appointment”
NOOOOOOOOOOOO!!! I’m HEEEERE! I have been waiting!! I CLEANED!!!
Needless to say this was followed up by a er.. very disgruntled..phone call.
“I’m sorry, once they cancel a call they move on to the next!” “But I am calling within 10 minutes of receiving that call! Surely they can’t have moved on that far to the next appointment! I still have 35 minutes left in my two hour time window!” She tried dispatch.. “sorry no they have gone on to their next stop, I’m really sorry there is nothing I can do”
“So that’s it, they call once and if they don’t get an answer they cancel? No mercy eh?”
“Oh, they are supposed to call three times..” “oh?” “yes that’s our protocol”
They IGNORED their own procedures.
“The earliest I can reschedule for is Tuesday..”
I asked to speak to a manager, was told one would call back..
Then in the mean time, my husband got on the horn with his best VERY disgruntled customer voice. (He probably lowered his voice an octave or two too..) His results were a bit better..He was promised by a more experienced rep that they would have someone out that day, after he expressed his extreme displeasure at their not following their own policy..
Needless to say … it didn’t happen.
So, he called first thing the next morning and called her on the carpet.. They said someone would be there between the time he was on the phone and 8PM..! Yep I was stuck at the house again all day..
But, they did call ahead, (Brian had altered my voice mail message to say that if this is a rep from blah blah blah cable company.. that YES we are home and that sometimes we can not get to the phone as we need to change diapers and care for children and such..)
Anyway the guy did come at around 7pm. He did a good job.. The problem is in the cable between the house and the pole.. but he did enough fussing that we have a connection. He didn’t have enough cable to run a new line, so yep.. they are coming back today. They should be here before noon.. Oi!
Once they get someone here it works out! I have never had a complaint about the onsite reps!
Has customer service become bad, because we have come to expect bad customer service? Hmmmm….
Knitting next time..it’s amazing how little knitting I got done during all this.. I had enough nervous energy to do a whole lot of cleaning and laundry and fixing stuff..ah well..
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