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06/12/2009 12:19:40 PM · #1 |
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Message edited by author 2009-07-06 03:44:21. |
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06/12/2009 12:34:47 PM · #2 |
Hey, I'm with charter and they didn't offer me that b.s. customer rewards program!
Most of these customer service reps simply read from a script and have almost no real knowledge or any autonomy to make decisions.
I recall reading something the other day from someone who responded to a cable company survey looking for ideas for "customer loyalty programs". He responded with things that would inspire customer loyalty, like bills that were understandable. He got the answer that that was not what they wanted, they were simply looking for marketing ideas. That is what a customer loyalty program is, if one is in sales and marketing. Here's the entire article. |
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06/12/2009 12:40:17 PM · #3 |
| Yeah, I never read past the subject line on anything charter sends in email apart from my monthly statements. |
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06/12/2009 01:49:15 PM · #4 |
| Actually, what I enjoy doing is when I check charter mail with the webapp, if they send me any promotional e-mails, I click the report this as spam button, and report their own marketing mail as spam. I know it won't make any difference, but it make ME feel better. |
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06/12/2009 03:06:28 PM · #5 |
Hey Brian, what was your name again?
You might print out that transcript and mail it directly to the CEO -- I've heard that those letters actually get looked at. |
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06/12/2009 03:23:20 PM · #6 |
| Ugh..... I was about ready to bang my head against the keyboard in utter frustration, and I'm just a totally innocent third party! |
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06/12/2009 04:07:04 PM · #7 |
| I love that he closed it by trying to upsell you, and pitching the website to access your account! |
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06/12/2009 04:44:42 PM · #8 |
Originally posted by LoudDog:
I love that he closed it by trying to upsell you, and pitching the website to access your account! |
My bet is he was doing that to be a smartass.
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06/12/2009 05:53:32 PM · #9 |
I fail to see how this is the worst customer service ever (This is assuming that they couldn't give the information per FCC regulations). The OP seemed quite rude and hostile to me and the service people remained calm and professional.
OTOH, that policy does need some improvement considering he gave SSN and just couldn't remember the password. |
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06/12/2009 05:58:09 PM · #10 |
Originally posted by Ken:
... and the service people remained calm and professional. |
On paper anyway -- I bet the person in the next cubicle heard some elaboration and a more personal assessment of the situation ...
But your point is well-taken -- by writing (or saying if on the phone) anything vaguely obscene or derogatory you are just handing them ammunition to continue being unhelpful.
Message edited by author 2009-06-12 17:58:36. |
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06/12/2009 06:10:19 PM · #11 |
| Yeah. And especially with all that edited out bad language... |
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06/12/2009 06:40:46 PM · #12 |
Originally posted by Ken:
I fail to see how this is the worst customer service ever (This is assuming that they couldn't give the information per FCC regulations). The OP seemed quite rude and hostile to me and the service people remained calm and professional. |
This is my reaction as well. I see the OP berating two different customer service people, being a total jerk to them, because they are following the rules. My response to the OP is, (condensed version): "Grow up and realize these people are just doing their job, they don't have the authority to alter the procedures, and the procedures are in place for YOUR protection. You gain absolutely nothing by berating people who are low on the food chain and who would lose THEIR jobs in a heartbeat if they violated the security procedures. Your beef, if there is one, is with management or even (very likely) the FCC."
One mark of a truly evolved individual is the compassion with which he treats the people he encounters in his daily life...
R. |
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06/12/2009 07:09:56 PM · #13 |
Note it was a IM chat and not a telephone conversation.
Anyway, having done customer service in a past life for both Nintendo and US West Cellular (wow, that's a name that's probably changed 4-6 times), it's best to catch a fly with honey. You need to get the CS rep to WANT to help you if you are trying to do something outside the lines. It's possible there was no solution for this at the end of the day other than remember your username and password... |
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06/12/2009 07:23:28 PM · #14 |
I worked in a call center for years, both as a phone rep, an email rep, and a trainer. Had these reps skirted the company rules by providing you information, or bypassing their security checks, it would have called for their immediate dismissal (in my company anyway). I would rather be accused of bad service than unemployed.
But, that being said, I found the scripting to be ridiculous. The upsell and the reminder where likely mandated parts of their script, that the reps would have loved to skipped, but because their management tells them they must say it, they did. The company itself seems to lack any kind of connection with their customers.
And, as for it being an FCC rule, I doubt it. Its probably just the company covering its own A$$. |
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06/12/2009 09:28:15 PM · #15 |
Bear please understand that this is not my first go with Charter They have been a pain in the ass for the past few years. But if you want to develope an oppinion that is your right to do so. However that will greatly change my once fond oppinion of you.
Originally posted by Bear_Music:
Originally posted by Ken:
I fail to see how this is the worst customer service ever (This is assuming that they couldn't give the information per FCC regulations). The OP seemed quite rude and hostile to me and the service people remained calm and professional. |
This is my reaction as well. I see the OP berating two different customer service people, being a total jerk to them, because they are following the rules. My response to the OP is, (condensed version): "Grow up and realize these people are just doing their job, they don't have the authority to alter the procedures, and the procedures are in place for YOUR protection. You gain absolutely nothing by berating people who are low on the food chain and who would lose THEIR jobs in a heartbeat if they violated the security procedures. Your beef, if there is one, is with management or even (very likely) the FCC."
One mark of a truly evolved individual is the compassion with which he treats the people he encounters in his daily life...
R. |
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06/12/2009 09:44:15 PM · #16 |
Originally posted by Bugzeye:
Bear please understand that this is not my first go with Charter They have been a pain in the ass for the past few years.
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And I believe this is evident in your chat with them. What the doc says above is worth re-reading. It doesn't matter whether you think you're right, what matters is getting what you want and being nice has a greater chance of succeeding. |
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06/12/2009 10:15:42 PM · #17 |
I was nice the first 3 or 4 times i contacted them I have since paid my bill and they are still giving me a hard time. Trust me. You need to have the whole story before you start calling me out on this. I only posted this for entertainment value because those techs were so smooth. each time I have been on with them they go through the same exact procedure of asking who I am etc... i did remember my password in the end. and they were still not helpful. I am still waiting for them to reply to an email account that they have yet to reactivate. So now I am going to call their corporate CEO's office.
Originally posted by Ken:
Originally posted by Bugzeye:
Bear please understand that this is not my first go with Charter They have been a pain in the ass for the past few years.
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And I believe this is evident in your chat with them. What the doc says above is worth re-reading. It doesn't matter whether you think you're right, what matters is getting what you want and being nice has a greater chance of succeeding. |
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06/12/2009 10:18:17 PM · #18 |
Bear I re-read what you wrote and perhaps I reacted a bit strong I appolgize. I have most always respected your views here on DPC and will continue to do just that. However I am not going to bow down to a company that has given me 3 years of headaches just because they have poor policy and lousy customer service.
Again I appologize. |
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06/12/2009 10:49:50 PM · #19 |
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06/12/2009 11:03:32 PM · #20 |
Thanks Rob, that bill was for 2 months. we had full service all channels, fastest internet and a telephone line 2 cable boxes and a phone modem. I forgot to pay the previous bill before we left for NZ then the next months bill was attached to that.
Neil Smit is who I wrote to a few hours ago. I have paid the bill now and my account balance is $0.00
however My Friend Don canceled all my services after stating that he could not change any account details with out proper authorization from me which was because I didn't have the proper answer to my secret question. I spent about 30 minutes on the phone with a tech at charter who said he would sort out my email account so I can at least obtain the itemized statement they said would be sent to my primary email address after I paid the bill but at this stage it is still not activated. I am going to give up on this until I return to Wisconsin. Then I will go straight to their local office and sort it out with someone there. However I am still going to maintain contact with the corporate office because the way this was all handled could have been much smoother if they had a better policy and most importantly better tech support agents.
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06/13/2009 11:10:48 AM · #21 |
Originally posted by Ken:
I fail to see how this is the worst customer service ever (This is assuming that they couldn't give the information per FCC regulations). The OP seemed quite rude and hostile to me and the service people remained calm and professional.
OTOH, that policy does need some improvement considering he gave SSN and just couldn't remember the password. |
I agree. I've had much more moronic responses to online chats. Loosing your cool to the front line folks that handle this stuff just makes you an ass. There is literally nothing they can do - they are bound by scripts and rules that keep them from being effective. |
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06/13/2009 11:15:28 AM · #22 |
Originally posted by Bugzeye:
I was nice the first 3 or 4 times i contacted them I have since paid my bill and they are still giving me a hard time. Trust me. You need to have the whole story before you start calling me out on this. I only posted this for entertainment value because those techs were so smooth. each time I have been on with them they go through the same exact procedure of asking who I am etc... i did remember my password in the end. and they were still not helpful. I am still waiting for them to reply to an email account that they have yet to reactivate. So now I am going to call their corporate CEO's office.
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*sigh* This attitude reminds me of my teenage children. They refused to use simple manners or be polite, because they saw it as ass-kissing. Unfortunately, too many adults seem to feel the same way these days. Manners and proper attitude do not go out the window just because you are dealing with someone that can't or won't help you. I realize it's hard to maintain temper at times (as an irish/scottish redhead, oh boy do i know!), but the best thing to do is move up the food chain. Berating someone with no power just makes them feel even more powerless, and they then strike at someone lower level than they are, and ultimately it leads to unhappiness all the way around.
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06/14/2009 09:47:13 AM · #23 |
I hope your PM to me gave you some sort of happiness, Bugzeye. It only reinforced my opinion of you.
And yes, i can also be an Ass. And i own it, when it happens. |
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06/14/2009 01:18:27 PM · #24 |
| I worked as a customer service rep just recently (right after the FCC updated the rulings) and if you can verify your SSN, name, address, and phone number, they CAN give you ANY information on your account. Those guys are full of crap if they say they can't give you info because of a security question. It can be bypassed if you have ALL of your personal information. That is BS. |
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06/20/2009 06:16:42 PM · #25 |
I finally got around to cancelling my Bell aDSL high speed internet.
It's disappointing, because the service started out well, but has been degrading over the past few months. I've spent A LOT of time on the phone to India each weekend and working my way up through the ranks to the real hardware guys in my city. They never managed to completely fix the problem, which I believe is in the wiring a few houses down from me, where a huge tree fell across the telephone wires.
I finally got bored trying to coax them to fix it, and called for cable internet. I dearly hate the local cable company, but figured if their service just works I won't have to deal with them. Cable has been rock solid for a few weeks, and much faster than aDSL, of course. Latency is hugely lower, which is great because we use VOIP phone, which I love.
ANYHOOO...
I made a video of the epic journey which was cancelling my Bell internet service. Two days and about half an hour of phone time...
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