On-Line Customer Support

[marsdaddy]

This is an a-z rant. I used Comcast's on-line customer support Sunday evening to upgrade to HBO. The rep was confused and kept telling me I needed a service appointment. I thought I straightened her out, but today I find out they're coming tomorrow to "set up" my cable. I have cable, but just need them to 'flip on' the HBO.

I call Comcast customer service -- now taking the discussion off-line, thus not saving them the cost of interacting with me live -- and am told by the rep that I need to go back on-line to address the issue because he can't see what the on-line rep did. I tell him, "it's not my problem that your system doesn't communicate internally" and he tells me, "it's not my problem, either."

Oh, but it will be. I'm going Qdrop on his ass tomorrow.

[cosmo105]

goddamn! i can't believe he said that! did you get his name?

tear him a new one.

[Justin]

Comcast is the devil.

[ms.peachy]

I tell him, "it's not my problem that your system doesn't communicate internally" and he tells me, "it's not my problem, either."


Ooooh, this reminds me of that issue I had last year with FedEx when our very very important mortgage documents that we paid dearly to have overnighted hadn't turned up at the bank a week later, and when I called the branch we'd sent it from was told by the clerk "Well that's not really my problem though, is it?"

The first thing I did was I wrote down every single detail I could remember from the phone conversation, while it was still fresh in my mind.

The next thing I did was I turned up at the branch the second they opened the next business day and informed the opening supervisor what had happened. The branch manager wasn't in yet, but the supervisor was very courteous (plus, he found my missing package on top of a shelf in the back room, which would explain why it hadn't gotten where it was meant to be).

I went to work and follwed that up with an email to the branch manager, including the notes I'd made on the conversation.

When I hadn't heard from the branch manager by the next day, I phoned their UK customer service line and spoke to someone there, and eventually it was followed up by one of the central customer service managers.

My point is basically this: you need to do two things- document everything, and then chase it up the chain of command. Always calmly and rationally though, or they'll just think you're a nutbag.

[abcdefz]

...ahhhh.... customer service stories. :)