Is Anyone Being Served?

It’s been a while since I ranted about customer service.  Because, what’s new about bad experiences there? Who hasn’t been driven nuts by the run-around?  I would love to sit in on the employee orientation/training. If for no other reason than to confirm all my suspicions.

Perhaps you’ve seen the commercial where someone exudes “This is my last payment before switching to _____.”  Well, I didn’t switch to ______, but I do have a new provider for my Internet, cell, and land line. Yay! I no longer have to deal with the telecommunications giant who used to be the only phone company in town.

For a month, I had static on my land line.  A call to customer service took me to the electronic menu: Press one for residential; press four for static; hold while we check the line … then a recording came on to say that the problem was not in their equipment, it must be mine.  Yes, someone had pre-recorded the message that it wasn’t their fault.  Dutifully I checked my equipment. I bought a new battery for my phone. Still static. I obtained a new phone (Thanks,Number One Son) and replaced all the wall connections (Thanks, Number Two Son).  The static was even worse.  Callers could not understand me or my answering machine message. Nor could I understand them. Miraculously (and coincidentally) when the new provider’s tech plugged my phone into their equipment, the static immediately went away. (I’m aware I put three ‘ly’ words in that sentence and split an infinitive. That’s how distraught I was.)

To add salt to the proverbial wound, my final bill included a hefty buy out fee. What? I was positive I had no contract with this company. It’s a story way too long to tell here, but it’s one more reminder that when there is a difference of opinion between a customer and big business, big business wins.

I have to say here that I have always been treated very politely by the Customer Service Representatives, when I actually spoke to one. It’s just that the CSRs have no power to do anything to solve the problem.

After several conversations with a young man (who put me on hold to talk to the supervisor who would not talk to me) I finally lost the battle. But I won the war.

So, today I wrote the final check. And a lifelong relationship comes to an end. I have bid farewell to their line static, their automated menus and their hidden fees. Thank you, former provider, for encouraging me to “rethink possible.” I did, and I found someone new.

Feels good.