Sunday, June 15, 2008

Internet grumblings

In the last 10 days I have been suffering without internet access at home. At this point I still do not have my connection up and running but thank God I have friends who allow me to "hunt and peck" on their PC's.

It is in this period of "doing without" that I am reminded each and every time how poor customer service is with the local cable companies. For as much money as we provide them, you think that they could afford someone who works on Saturdays so that problems such as mine could be addressed quickly. You see....I need my access because sometimes my job requires me to provide assistance to other co-workers worldwide. I relayed that bit of information to the CSR (customer service rep) so she could reeeeeaallly feel my pain but she was obviously a veteran of her profession and handled my comments with an unmoving ice cold reserve that is only learned in the CSR bootcamps from hell. The end result - 10 days of waiting just to have to take a day off work to wait for the cable tech to arrive at my house between the hours of 8am to Noon or Noon to 5pm. This of course was my only choice in the matter. I guess she felt like she was giving me something.

The other really annoying thought about this whole thing is that this CSR was probably one of my own company's call center agents working for my cable company. Yeah....I don't think name dropping would not have helped in this case. It probably would have been handled with some other strategic maneuver beatened into the CSR in her early stages of bootcamp.

Thankfully I have not had to do without cable TV for the last 10 days. No problems in that department! I would have been a babbling idiot by the time the tech arrived at my doorstep.

Where is customer service these days?? Where is the human decency in providing outstanding service - going beyond the call of duty to provide quick problem resolution? (sigh) I know it is about "making a buck" but it gets kinda silly sometimes.

I just want my internet back! WAAAAHHHH

1 comment:

CJ said...

I feel your pain Rita. Not sure how I would handle 10 days of no access from home. I guess there would be actual conversation in my house at night instead of the click clack of two keyboards.