Loss Posted February 27, 2014 Report Share Posted February 27, 2014 This is mind boggling and a must read. If you see any other articles about the customer service aspect of this, or have stories of your own, please post them here. http://pwupdate.net/2014/02/26/networked-by-the-masked-mark/ Quote Link to comment Share on other sites More sharing options...
Dylan Waco Posted February 27, 2014 Report Share Posted February 27, 2014 I don't believe that story for a second, and this is coming from someone who has to deal with a very poor company customer service line pretty regularly. Quote Link to comment Share on other sites More sharing options...
jdw Posted February 27, 2014 Report Share Posted February 27, 2014 That's a hoot. Edit: and yeah, I tend to agree with Dylan. Quote Link to comment Share on other sites More sharing options...
goodhelmet Posted February 27, 2014 Report Share Posted February 27, 2014 I actually think it could happen very similar to how it went down here. I had a very similar experience with AT&T U-Verse when I first joined that walked the line between comedy and tragedy. I talked to no less than 12 people in 2 days. Quote Link to comment Share on other sites More sharing options...
Loss Posted February 27, 2014 Author Report Share Posted February 27, 2014 For what it's worth, Dave has said he's heard so many similar stories this week from close friends of his. My only gripe was that it's not a call center employee's fault that you were dumb enough to take the day off for this. Quote Link to comment Share on other sites More sharing options...
PeteF3 Posted February 27, 2014 Report Share Posted February 27, 2014 I can personally vouch for the "let me connect you to someone else" = disconnected part. It happened to me at least 9 or 10 times. I also ran into some rather clueless CSRs in general, like one who told me that the Network wouldn't work in Chrome, and others who didn't understand that even if you were only signing up for the free trial, you still needed to provide payment info. That said, some of this guy's conduct seems pretty over the line. Quote Link to comment Share on other sites More sharing options...
sek69 Posted February 27, 2014 Report Share Posted February 27, 2014 I can attest as someone who works for a large cable company everyone hates, his account of what happened is probably only slightly exaggerated. Companies know they need to provide some form of customer service but they don't want to pay the money for one that actually accomplishes much of anything. So what you end up with is outsourced support where weary and/or upset customers and poorly trained non-native English speakers collide. Quote Link to comment Share on other sites More sharing options...
Cross Face Chicken Wing Posted February 27, 2014 Report Share Posted February 27, 2014 I had a similar incident with a credit card call center a few months ago. My brother had the same go-round with a satellite TV company a few years back. This story is totally believable. The lady who laughed at him for taking the day off of work was 100 percent right for doing so. Quote Link to comment Share on other sites More sharing options...
Dylan Waco Posted February 27, 2014 Report Share Posted February 27, 2014 I've had plenty of bad experiences with customer service lines, but nothing even close to this prolonged. Perhaps I'm simulate the luckiest man alive. Quote Link to comment Share on other sites More sharing options...
Death From Above Posted February 27, 2014 Report Share Posted February 27, 2014 Rogers, the major telecom giant in Canada, definitely has staff that make use of the "let me transfer you to someone else, oops I accidentally hung up on you" trick. I figure it's a standard practice that's taught with these big companies if they run into customers they simply think are complaining too loud. Quote Link to comment Share on other sites More sharing options...
kayfabe1984 Posted February 28, 2014 Report Share Posted February 28, 2014 The lady who laughed at him for taking the day off of work was 100 percent right for doing so. Agreed. However, I do have a Network tech support horror story to share ... My wife was off on Monday while I had to work and so I had her sign us up for the Network. She got to the payment screen but never got a confirmation that anything went through, so I signed us up on my lunch break. Low and behold, she had gotten through because we both were charged for the Network. So she, decides to call customer service to cancel her account, gets disconnected TWELVE TIMES. When she asked for a supervisor, they told her "we're not allowed to do that". I called when I got home from work to cancel my account. I was able to get through, albeit to someone who didn't speak very good English, and explained the situation. She was very confused. I told her again what happened and that I wanted to cancel my account. She said OK and to hold on since it would take her a minute to do so. Eventually after 20 minutes, I was put on hold for about six minutes and blindly transferred to someone who picked up the phone and simply said "hello, are you there?". I said yes and they told me my account was canceled. How on earth it took them nearly 30 minutes to cancel my account is ridiculous. We're now using my wife's account for the Network and everything is working good now. Quote Link to comment Share on other sites More sharing options...
Dooley Posted March 1, 2014 Report Share Posted March 1, 2014 As someone who used to work in a tech support environment, it's completely believable. You're dealing with idiots greater than half of the time, and it wears on you. Eventually, no matter how well-intentioned you are, you start putting the surliness back at the customers. Anyone that starts to bug you gets "transferred....oops". But really, what do you expect from someone who's barely being paid enough to afford Spam? Also, sometimes when the call volumes are too high, they dump the lines and everyone has to call back in. That's a management decision, not front-line employees. Quote Link to comment Share on other sites More sharing options...
Dwide Schrude Posted March 4, 2014 Report Share Posted March 4, 2014 This is mind boggling and a must read. If you see any other articles about the customer service aspect of this, or have stories of your own, please post them here. http://pwupdate.net/2014/02/26/networked-by-the-masked-mark/ The definition of insanity - doing the same thing over and over and expecting a different result. Quote Link to comment Share on other sites More sharing options...
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