Our internet went out last Wednesday.
I reset the modem/router
Nope
Called customer service
CS: I'm going to connect with your modem.( In very bad english)
OK
CS: I can't connect to your modem
OK
CS: I'm going to show you how to rest your modem
You mean unplug it and plug it back in?
CS: Now sir if you can locate your modem and remove the power supply from the modem
You mean unplug it and plug it back in?
CS: Have you located your modem?
Yes
CS: Can you locate the power supply?
Yes
CS: Can you unplug the power supply?
Yes
CS: Wait 15 seconds and plug it back in.
OK
CS: Now on your phone navigate to xxx.com to see in your internet is working
Why would I use my phone to check if my home internet is working?
CS: Is your internet connection restored?
No
CS: Your internet seems to be out.
No shit sherlock how did you puzzle that out?
CS: I will schedule a service tech for you on Monday 8/16
Could I speak to a supervisor?
CS: No one is available
You mean that your level of troubleshooting is limited to unplug and plug back in?
CS: Yes sir
Could I speak to level two service?
CS: No one is available. Thank you for calling goodbye.
Now I'm pissed and start troubleshooting
After about an hour I locate a MoCa adapter that has bricked the internet.
Bypass MoCa and back up and running, but now no internet service for television.
So I call back to let them know to bring a MoCa when service shows up.
CS: So you want to cancel the service call? (equally bad english)
No I want to make sure they bring a MoCa
CS: What is that?
Nevermind just put on the service call to bring a MoCa
CS: Thank you for calling, goodbye
I have had six call backs, all in broken english, from six different people asking, if I need to cancel.
Out sourced customer service sucks.
Tomorrow may be fun.
Customer service
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Sangersteve
- Posts: 8145
- Joined: Sun May 25, 2014 3:27 pm
Customer service
It's a joke son,I say a joke
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jellowrestling
- Posts: 8099
- Joined: Mon May 26, 2014 1:16 am
Re: Customer service
Ugh. Trying to talk to "customer service" in foreign countries can be a total beating.
On Monday, I finally got around to calling Spectrum to cancel my TV and landline service. I did get them to lower my internet fee by $5, too. But two hours later, my internet went out. Tried TIOABOA, which didn't work, and then called customer service. I told the guy that I had just TIOABOA: he thanked me for the information, and said, "Let me check something else." He messed around with something and said, "That's weird: I can't see your modem, but I know it's there." He fiddled around with something for a while and finally got it to work again (I think I had to TIOABOA at some point). On Wednesday, it went out again (apparently, we had lost service for some time on Tuesday, too). My son said, "The modem is bad."
When I called customer service this time, the guy pretty quickly came to the conclusion that the modem was bad, and scheduled a technician. He came out on Friday, and not only replaced the modem, but replaced the junction where it comes into my house, then made sure all of my stuff was hooked back up correctly.
I'm still a little PO'ed that Spectrum jacked up my TV rates twice in one year (although they really did me a favor), but I'm very pleased with the whole customer service experience with the cable.
On Monday, I finally got around to calling Spectrum to cancel my TV and landline service. I did get them to lower my internet fee by $5, too. But two hours later, my internet went out. Tried TIOABOA, which didn't work, and then called customer service. I told the guy that I had just TIOABOA: he thanked me for the information, and said, "Let me check something else." He messed around with something and said, "That's weird: I can't see your modem, but I know it's there." He fiddled around with something for a while and finally got it to work again (I think I had to TIOABOA at some point). On Wednesday, it went out again (apparently, we had lost service for some time on Tuesday, too). My son said, "The modem is bad."
When I called customer service this time, the guy pretty quickly came to the conclusion that the modem was bad, and scheduled a technician. He came out on Friday, and not only replaced the modem, but replaced the junction where it comes into my house, then made sure all of my stuff was hooked back up correctly.
I'm still a little PO'ed that Spectrum jacked up my TV rates twice in one year (although they really did me a favor), but I'm very pleased with the whole customer service experience with the cable.
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John in Plano
- Posts: 3774
- Joined: Mon May 26, 2014 9:02 am
Re: Customer service
Wife and I bought a new car in May, from Lute Riley Honda.
Temp tags were good till July 13.
We told the salesman we would be out of town then and he said it would be no problem to mail the plates if they didn't arrive before then.
Wife called Lute Riley July 1, no plates for us.
I called Lute Riley on July 12, no plates, I ask for the GM and get routed to the salesman.
Salesman finds the plates. I texted him the address and told him to overnight them to CA and I would reimburse. He said he would.
No plates on the 13th
I spoke with GM at Lute Riley on the 14 th, explained I was stuck in CA waiting and my wife was flying back to Texas that day because she had to be home the 15. He agreed something was wrong.
Plates arrived on July15th.
FedEx ground.
FedEx got the shipment on the 13
Lute Riley had received the plates on June 20.
Sonic Automotive and Lute Riley suck.
I haven't sent a nasty letter to Sonic yet, Honda will get a copy.
Temp tags were good till July 13.
We told the salesman we would be out of town then and he said it would be no problem to mail the plates if they didn't arrive before then.
Wife called Lute Riley July 1, no plates for us.
I called Lute Riley on July 12, no plates, I ask for the GM and get routed to the salesman.
Salesman finds the plates. I texted him the address and told him to overnight them to CA and I would reimburse. He said he would.
No plates on the 13th
I spoke with GM at Lute Riley on the 14 th, explained I was stuck in CA waiting and my wife was flying back to Texas that day because she had to be home the 15. He agreed something was wrong.
Plates arrived on July15th.
FedEx ground.
FedEx got the shipment on the 13
Lute Riley had received the plates on June 20.
Sonic Automotive and Lute Riley suck.
I haven't sent a nasty letter to Sonic yet, Honda will get a copy.
It's ok if you disagree with me.
I can't force you to be right.
I can't force you to be right.
Re: Customer service
I live this nightmare every single day. I shouldn't say more than that.
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Sangersteve
- Posts: 8145
- Joined: Sun May 25, 2014 3:27 pm
Re: Customer service
They showed up.
Me: Did you bring a MoCa adapter?
Service tech: A what?
Me: Sigh
Me: Did you bring a MoCa adapter?
Service tech: A what?
Me: Sigh
It's a joke son,I say a joke
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