Oatmeal knows from customer service pain. Well, I lived this the other day and am gonna try something different.
I’m barely two months into my Uverse service and so far, I like the features: more TV shows to distract me, faster downloads to make
slacking off multitasking easier, the phone works, and love: I can set up the DVR via my iPad app, from anywhere! So that’s good. Now for the very bad.
09:45:27 a.m. This techno-junkie has 34 different heart attacks, refills the coffee and digs in.
09:55 a.m. After my self-help does NADA, I break out the number and call from my cell, since the land line is dead.
10:04 a.m. First call to AT&T Uverse is placed, goes unanswered in the hold queue – with no updates of any kind – for about 12 minutes.
10:16 a.m. Second call is made, more automated unhelp nonsupport. Finally get through to a person, who blames the power outages in the northeast for my long hold time. Excuse me?! Unusually high calls means you call up your 2nd shift in Bangladesh and get them on the phone already. I am disconnected. Uverse 1, Me O.
10: 21 a.m. Third call, actually reach a person who, while yes their English is probably better than my Urdu, is less than helpful, but at least we found the problem (faulty equipment). I get disconnected trying to reach someone who can help after 31 minutes. Uverse 2, Me O.
10: 53 a.m. Fourth call and this one is a doozy that lasted 28 minutes. At which point I get transferred to the manufacturer of said faulty equipment and am told to work it out. With. Them.
Seriously, making ME fix YOUR mistakes? WTH?!
This is Groupon blaming viewers for not ‘getting’ their ‘clever’ ads. This is Netflix dissing its members, pawning the solution to their problems off on the paying customers.
So yes the equipment is under warranty and the company will replace it. In 5 to 10 business days. Because sure, I can go without Phone, TV and INTERNET for almost 2 weeks???!!!!!
11:21 a.m. Feels like call 3,492 but it’s only the 5th try. In which 1) I make it clear I need more help 2) stress the disconnect problem and the fact they need to call my CELL phone in the event we are cut off as my land line isn’t working. After explaining the whole “your equipment, YOU fix it” issue in a 14 minute call, I am yes.. put on hold and eventually, disconnected. Uverse 3, Me O.
11:36 a.m. Call #6 was the lucky one, reached a nice lady who goes by “Cindy” who by noon did agree to send a technician out. Then it was the old four-hour window of service wait, in which I did sneak out for lunch and quick hit of WiFi and the solo PR chat.
03:15 p.m. A very nice, helpful technician replaces the bad doodad and all is right in my wired, wired world.
Biggest Lie in Customer Service
I put this on Google+ before: “A good number to call you back in case we are disconnected?” If that’s not the biggest bunch of bullshit, it’s gotta be top 5.
Normally I don’t call out brands like this, but THIS is why companies get a bad rap. See above, I’m actually liking Uverse. When it works. It’s the support after the sale, when something gets messed up, that needs fixing. What’s worse, it’s highly fixable.. they just don’t seem to try. FWIW.
Thoughts, other stories to share, like why we put up with this crap?
Photo: used this Despair before but don’t care as it is PERFECT for this rant.