Customer Service

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not_nadine

Comfortably Roont
Nov 19, 2011
29,655
139,785
Behind you
It is usually horror stories.

I called about a bill. Asked to speak to someone in management after robots and mean people shuffled me around. I was on hold for an hour.

I finally spoke to a real person. She was wonderful. Rare.

She helped me. She was human, and we spoke of other things besides the bill and she worked with me to reduce all kinds of charges that were not mine. And even gave me 50% off next bill.

This was Verizon. Who knew?
 

Moderator

Ms. Mod
Administrator
Jul 10, 2006
52,243
157,324
Maine
Must be something in the air--I had a favorable Customer Service experience last night, too. Had ordered something a couple weeks ago that was a kit but only part of it arrived a week ago. Called the next day to report it and was told to wait until Monday as the missing pieces had supposedly already been shipped out. Waited until end of day Tuesday before calling back. There was no record of their having been sent out but the person put in the order again, this time giving me an actual order number, upgraded the shipping, and sent me links for a digital download at no charge so I could use the loom in the meantime. Sad, though, that we think of the favorable experiences as the exception rather than the rule.
 

DiO'Bolic

Not completely obtuse
Nov 14, 2013
22,864
129,998
Poconos, PA
I immediately press "0" (zero) when the auto-attendant starts its spiel. About 50% of the time it connects you directly to a live person.

(When someone calls and asks our customer service to speak to the person in charge when the call doesn't go well, I usually end up taking the call. They usually start off with asking for my name and if I’m the one in charge. I provide them my name but then proceed to tell them “yes I’m the one in charge, but don’t you realize the boss knows nothing and we don’t have a clue? The person you were speaking to knows far more than me but I will be glad to try and help you out.” It usually gets a chuckle and quickly changes the demeanor of the customer from angry to jovial.)
 
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fljoe0

Cantre Member
Apr 5, 2008
15,859
71,642
62
120 miles S of the Pancake/Waffle line
The vet gave me a prescription for Ozzy and told me to get it filled at Wal-Mart. Who knew Wal-Mart had dog drugs? Anyway, I encountered the most miserable people ever at the pharmacy there. I have never filled a prescription for Ozzy anywhere but at the vet's office before and I've never been to the Wal-Mart pharmacy before so I was new at this. The lady waiting on me got very snippy when she asked for a name and birthdate and I gave her mine, not realizing it was Ozzy's name and birth date she wanted. ;-D Plus, she was a low talker in a loud store which didn't help. So we kept having a conversation where she would ask a question and I would ask, "mine or the dog's." ;-D We did this several times. When I went back to pick up the prescription, I went through the same, "mine or the dog's" stuff with the next lady who was as snippy as the first lady. :0:

For once it was a pleasure to use the robo system when calling for the refill.
 

Spideyman

Uber Member
Jul 10, 2006
46,336
195,472
79
Just north of Duma Key
The vet gave me a prescription for Ozzy and told me to get it filled at Wal-Mart. Who knew Wal-Mart had dog drugs? Anyway, I encountered the most miserable people ever at the pharmacy there. I have never filled a prescription for Ozzy anywhere but at the vet's office before and I've never been to the Wal-Mart pharmacy before so I was new at this. The lady waiting on me got very snippy when she asked for a name and birthdate and I gave her mine, not realizing it was Ozzy's name and birth date she wanted. ;-D Plus, she was a low talker in a loud store which didn't help. So we kept having a conversation where she would ask a question and I would ask, "mine or the dog's." ;-D We did this several times. When I went back to pick up the prescription, I went through the same, "mine or the dog's" stuff with the next lady who was as snippy as the first lady. :0:

For once it was a pleasure to use the robo system when calling for the refill.

I fill many prescriptions at a local Walgreens and get the same results-- the cats or mine. What blows their mind is when I come in with a different Critter name on the script.
 

arista

First time caller long time listener
Jul 10, 2006
12,360
45,658
123
Indiana, USA
The vet gave me a prescription for Ozzy and told me to get it filled at Wal-Mart. Who knew Wal-Mart had dog drugs? Anyway, I encountered the most miserable people ever at the pharmacy there. I have never filled a prescription for Ozzy anywhere but at the vet's office before and I've never been to the Wal-Mart pharmacy before so I was new at this. The lady waiting on me got very snippy when she asked for a name and birthdate and I gave her mine, not realizing it was Ozzy's name and birth date she wanted. ;-D Plus, she was a low talker in a loud store which didn't help. So we kept having a conversation where she would ask a question and I would ask, "mine or the dog's." ;-D We did this several times. When I went back to pick up the prescription, I went through the same, "mine or the dog's" stuff with the next lady who was as snippy as the first lady. :0:

For once it was a pleasure to use the robo system when calling for the refill.
I know that pharmacies are no working with pet owner's to fill the pet's prescription. This has been money saver for me.
 

hipmamajen

Rebel Rebel, your face is a mess.
Apr 4, 2008
4,650
6,090
Colorado
I had to call Direct TV a couple of days after our service was hooked up. I was having trouble getting any information from the box. After a few questions.back and forth, the conversation went like this:

Direct TV: Do you have your remote control?

Me: Yes

Direct TV: Ok, now look up towards the top on the right. You should see a button there marked "Power." Do you see it? Press that for me.

Me: Oh crap. Did I just call Customer Service because my system was turned off? I am so embarrassed! I'm sorry...

She was very kind and didn't laugh at me. I wonder if there is a special note in my file now that says something like "The lady who lives here isn't very smart. Speak slowly and clearly."
 

HollyGolightly

Well-Known Member
Sep 6, 2013
9,660
74,320
54
Heart of the South
I had to call Direct TV a couple of days after our service was hooked up. I was having trouble getting any information from the box. After a few questions.back and forth, the conversation went like this:

Direct TV: Do you have your remote control?

Me: Yes

Direct TV: Ok, now look up towards the top on the right. You should see a button there marked "Power." Do you see it? Press that for me.

Me: Oh crap. Did I just call Customer Service because my system was turned off? I am so embarrassed! I'm sorry...

She was very kind and didn't laugh at me. I wonder if there is a special note in my file now that says something like "The lady who lives here isn't very smart. Speak slowly and clearly."
:lol:
 

Grandpa

Well-Known Member
Mar 2, 2014
9,724
53,642
Colorado
I once published a nifty piece of software. But once you do that, you're obliged to support it.

Never again. I swear that I was always patient, but the ignorance and ingratitude I dealt with was mind-blowing.

Had one memorable user who was close enough, complained bitterly that the software was failing them. Nothing worked over the phone. I drove to their office, spent time there, found out that the problem directly related to improper networking of their system, fixed the problem which had nothing to do with the software, and was sent off with sullen comments and not a thank-you to be found.

I'm not in the software business anymore. I think being a dentist's designated extractionist would have more customer satisfaction.


As an aside, I've gotten consistently good voice support with GoDaddy. Except for the upselling, which I can easily decline.
 

GNTLGNT

The idiot is IN
Jun 15, 2007
87,651
358,754
62
Cambridge, Ohio
voicemail-hell.jpg
 

The Nameless

M-O-O-N - That spells Nameless
Jul 10, 2011
2,080
8,261
42
The Darkside of the Moon (England really)
It is usually horror stories.

I called about a bill. Asked to speak to someone in management after robots and mean people shuffled me around. I was on hold for an hour.

I finally spoke to a real person. She was wonderful. Rare.

She helped me. She was human, and we spoke of other things besides the bill and she worked with me to reduce all kinds of charges that were not mine. And even gave me 50% off next bill.

This was Verizon. Who knew?
Isn't Verizon a mobile phone provider that is called Vodafone over here? I must admit, my experience with customer service from mobile phone providers has always been pleasant. When I got my current phone with o2, the guy who spoke to me on my initial set up call also spoke to me about random stuff, and advised me to try an unaffiliated site that provides local rate alternatives to 0845 numbers, so they would be included in my free minutes.

Can't say I can remember any bad customer service. Aol maybe - after a 1 month free trail, when I phoned up to cancel it, the damn woman wouldn't take no for an answer. She kept saying things like " ok, so what I'll do is set you up with this package, you get x, y, and z for so much a month" - no thanks I've just said cancel it. "ok so we have another package, I'll set that up for you". I rremember thinking "just take the bloody hint already, I only wanted the free month." That was years ago though, and not really bad, just too pushy with a sales pitch.
 

Neesy

#1 fan (Annie Wilkes cousin) 1st cousin Mom's side
May 24, 2012
61,289
239,271
Winnipeg, Manitoba, Canada
It is usually horror stories.

I called about a bill. Asked to speak to someone in management after robots and mean people shuffled me around. I was on hold for an hour.

I finally spoke to a real person. She was wonderful. Rare.

She helped me. She was human, and we spoke of other things besides the bill and she worked with me to reduce all kinds of charges that were not mine. And even gave me 50% off next bill.

This was Verizon. Who knew?
I have a positive story, too - my son's Samsung Galaxy S3 (which is almost two years old) had a problem with the battery. I was all swollen, like it had gotten water damage.

After driving all over town and going to various stores like Radio Shack (which is called The Source up here) I finally met up with this great guy. The battery should have cost 80 - 90 dollars, but he had some in the back. This was at MTS (Manitoba Telecom Services).

We gave him 20 bucks cash. He told us not to give it to him in the store but meet him at the coffee shop around the corner.

Hey - why not? These batteries are probably just going out for scrap or for recycling. I think when people upgrade they turn in their old phones to be disposed of.

It made my son's day as he was so frustrated with his phone. He is a happy camper now!
 
Mar 12, 2010
6,538
29,004
Texas
It is usually horror stories.

I called about a bill. Asked to speak to someone in management after robots and mean people shuffled me around. I was on hold for an hour.

I finally spoke to a real person. She was wonderful. Rare.

She helped me. She was human, and we spoke of other things besides the bill and she worked with me to reduce all kinds of charges that were not mine. And even gave me 50% off next bill.

This was Verizon. Who knew?

My last good experience with customer service was also with Verizon. My ipad wouldn't connect to the internet after my jetpack froze after an update. The first person I spoke to was very nice. She couldn't figure out what was wrong but she transferred me to someone else without my having to ask her to do so. The next person asked me to do a bunch of things that didn't work but she stayed cheerful and didn't give up. Her last suggestion was to remove the battery from the jetpack and put it back in and that like rebooted it. I would have never thought to do that so I was happy :)
 
Mar 12, 2010
6,538
29,004
Texas
My worse experiences have been with HP. They ask you to do things that obviously won't solve the problem and seemingly wait for you to give up and decide to use the computer as is. You have to tell them you are willing to stay on the phone until the problem is solved. Then they transfer you to 40 other techs until they all give up and one of them says the program must be corrupted, take it back to the store.
 

ghost19

"Have I run too far to get home?"
Sep 25, 2011
8,926
56,578
51
Arkansas
I have Dish Network as my cable provider. Couple of weeks ago I started having loss of signal on my local channels. Did some troubleshooting myself, saw that the Dish signal strength was dropping down to under 20 when connecting to the local channels. Called Dish tech support and was immediately connected to a human. Described the problem, they took me thru a couple of troubleshooting steps that didn't work. They offered to send out a tech the NEXT day. Luckily it was my wife's day off so I told them that would be fine. The tech called me on my cell about an hour before his arrival so I was able to call my wife to let her know. Tech shows up on time, which these days is rare. He then ends up replacing my dish AND repositioning it to get better signal strength. I pay an extra 5 bucks a month on my Dish bill for the hardware protection plan and it definitely paid off. Cost to me on this whole deal was 0 dollars. Dish Network was very courteous and professional all throughout the process. My wife told me after I got home that Dish tech rep was very professional and courteous at all times......so she slept with him as a tip...lol, just kidding....at least I hope she was kidding......she did say he might be back for a follow up visit......????:)
 

swiftdog2.0

I tell you one and one makes three...
Mar 16, 2010
7,095
35,344
Macroverse
OK. This is a rant. Want to get that out on the table now. If anyone here works for, or has friends, family, pets, or whatever working for this company I apologize in advance.

Here goes:

A couple of weeks ago I was working from home while my car was being serviced. In order to work from home, I have to VPN in to my company's network via the internet so I can access our portal, work log system, etc. Logged in around 8:30am, no worries. I'm working away. I get on a conference call at 11am. Things are OK until 11:30am when my internet goes out. Crap! Can't access the network or see what is going on in the virtual meeting space I was in. Call ends. I call Comcast. Recorded message says "There is an outage in your area, We expect it to be resolved around 3pm EDT. Great. Can't really do anything but wait.

I text my boss to let her what is going on. She promptly gives me crap for not being able to log in to the network. Right, I planned this outage so that I could sit on my a** with no access to a vehicle. Anyway, 3pm rolls around, internet is still out. I do see a Comcast truck roaming around the complex. Never a good sign. Well, the dealership calls at 3:45 pm and says my car is ready. They send their shuttle to pick me up. Get my car and head to school as I had a class that night. Come home from school at 11pm. Still no internet. Go to bed. Get up the next morning. Still no internet. Head to work, Go home. Still no internet.

Call Comcast when I get home from work before leaving for my studio session. Woman I get on the phone tells me that a work order was opened for a signal bleed in my condo. Hmmm.....I never talked to anyone about opening a work order but whatever. She says that a technician left a note on my door the previous afternoon. I tell her, "Um, no they did not. I was home all afternoon and no one knocked on the door or left a notification or called me." She says, "yes they did." Well whatever, I ask her to send out a technician on Saturday to come and resolve the problem. She actually tells me "We don't schedule weekend service appointments." I was speechless. Are you kidding me? You don't do weekend service calls? I have had Comcast in my house on Saturdays. In fact they set up my internet connection on a Saturday. They've been to my Mom's house on weekends. I totally called BS on that statement. I asked to talk to a supervisor. She says "They will tell you the same thing. We don't do weekend service calls." At this point I'm about to lose my temper. I tell her that I'm done speaking to her and I would call back and hung up.

Called them from work the next day. Got another person on the phone. She says that the earliest they can come out is the following Monday. I tell her that will not work because I can't be there during the day as I have to work. I can't work from home without the internet. She says, let me see if I can get a technician out on Saturday. She comes back on the line and confirms the appointment for 1pm - 4pm that Saturday. Great. I wait around on Saturday for the technician. 3pm and no sign of them. Call the service line. It tells me your appointment has been rescheduled for Sunday." WTF! Why is this going on? Go through the pre-recorded prompt hell to get a person on the phone. She has no explanation for what happened but they will definitely be out on Sunday between 1pm and 3pm. Great, now I have to waste another day waiting for these clowns.

Sunday. Waiting. 2pm. No technician. Call Comcast. "Your appointment has been confirmed for Tuesday." ARE YOU F***ING KIDDING ME!!! Go through pre-recorded prompt hell again. Get yet another person. Immediately ask for the supervisor. Wait 20 minutes. I swear they were trying to wait me out so I'd hang up. Anyway, This a**hat gets on the line. I go through the spiel of what has been happening. He says "We had a technician out and they found a problem on the pole." Well, that's a load of crap. I can see the pole from my window. There was no sign of a truck all day long. Whatever. He says "Well you don't have to be home on Tuesday for the appointment. The problem is on the pole." I say, "Well if the problem is at the pole, and they were out there on the pole today, why didn't they just fix it then?" No response to that. He says "We will definitely fix it Tuesday and you don't have to be home." OK. This better be the end of this. It wasn't.

Tuesday. I'm at work and in meetings most of the day. See I have a message on my cell phone when I had a minute to go back to my desk. Guess what? It's from Comcast. "We were at your residence today but no one was there. Please call to reschedule." Unbelievable. Call them again. They say, no the problem is definitely in your home. OK. I argue back and forth with this guy and he transfers me to a person to schedule yet another service call. Fight with them to get them to send someone out on Thursday in the late afternoon, between 4pm and 7pm.

Thursday. Have to leave work early to meet the Comcast guy. That does not go over well with Ms. B**chy Pants Boss. Comcast shows up at 7:00pm. Tech comes in checks my router and modem. Both are fine. Yeah, could of told them that. He says he needs to check the electrical closet for the building. He's gone about five minutes. Comes back. Everything is working fine. The problem was that a Comcast technician broke the connection on the splitter in the service closet for my building. They were working on an install for another unit in the building the morning my service went out and they snapped off the connector for my unit. They just left it. UGH! Anyway service is back up after being out for over a week. Is this the end??????

NO!!! Got my bill yesterday. They were supposed to be crediting me for the time I had no service. Guess what? They were trying to charge me an extra $40 for sending out a technician! Are they kidding me? I have to pay for them to fix a problem they created? Called them again yesterday. They agreed to remove the $40 charge.

Unreal. This is absolutely the worst customer service I have ever received from any company I've ever dealt with. I'd switch service providers if I could. Unfortunately, Comcast is the only provider in my town. FIOS does not service my town and there are no other options. I may have to fly to Philadelphia and kick their CEO straight in the n*ts!
 

fljoe0

Cantre Member
Apr 5, 2008
15,859
71,642
62
120 miles S of the Pancake/Waffle line
I used to have Comcast. Comcast is so bad that I'm happy with AT&T customer service (I never thought anyone could be so bad that it would make me happy to deal with AT&T customer service ;-D) The only one that was worse than Comcast was when I had the bankrupt Adelphia. Who could possibly be so greedy that they could bankrupt a cable company?