17 July 2007

Customer Service: Strike 3?

3. I called Rogers, the local telecom/ISP company, to get some issues ironed out with my bills and to address a few promises that they had failed to deliver on since the last time I had enough motivation to sit on hold waiting for one of the agents to get to me. While I'm on hold I'm thinking, 'this fucking sucks! Why can't they call me back? I should have the option to either hold or just put my phone number in 'priority sequence' and the next available attendant can give me a ring when they're ready. They are the phone company, if anyone should be able to call me you'd think it would be them. They own my phone dammit.' Of course being a cable company too, they'd only be able to do as good as 'call you back sometime in the next 1 to 5 hours' and we all know how well that turns out...

Anyway, eventually I get a super-helpful agent who solves all my issues. She was so good that I was going to ask for her manager's email so I could write a thank you letter. Hey, you can't tip a call centre worker, but good service should be noted and duly rewarded, I think. Unfortunately, 36 hold-ridden minutes later, while she was getting ready to transfer me to a tech person to finish off my call, my phone died and we lost connection. Now I can't call back because I'll just be on hold for 10 minutes before I'm transferred to some new attendant. I will have to explain everything over again because it's never "on their computer". I don't remember the name of the attendant I was working with, and even if I did I'm sure there is more than one Julie or Amanda or whatever working there. They have my number. It's right there on her screen. They have my address, my name, my credit card number. There are about 5 different ways that they can find my number, even if they didn't own my damn phone. And they didn't call back. Why the hell won't the phone company call me back?

God damn it, I'm going to wait a month until my next bill comes. I hope it shows the changes I spent 36 minutes of my life working on. If not, then Rogers will be fired too, unless that agent can think outside the box for just a second, take some initiative and call me. How sweet would that be? Sadly, it would set a new bar for customer service in the telco industry. Just like the 73 helpless minutes I spent on the phone with Primus set a new low. Primus (fully and forever Fired since 2005) still owes me $3.70 but they "can not process returns through a credit card" like that's fucking rocket science.

1 comment:

  1. Don't bother with canadian telecoms- they suck, and there is no alternative. Rogers or Bell. Anything else, and the problems simply change.


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