I call Rogers for help in the past, and magically my service gets disconnected or they are just clueless about words and technical terms…
I call my ISP now, and they actually know things. almost like they have actual training on the services instead of jow to answer a phone and transfer.
20min calls from a real ISP, vs 60 minutes on hold to get some donkey that asks me to unplug the modem for 5 minutes like I haven’t done it already… and they are then out of ideas and need to escalate and call back in 5 days or some trash.
Yes, customer support where people actual want to help you and with the mandate and autonomy to actually be able to help you. Not customer support that is just a bunch of monkeys who aren’t allowed to go off script.
I once contacted Verizon L1 support for a network outage, and they use your classic outsourced call center in Singapore, can’t actually do much of anything to help you style support and he just kept telling me how crazy it was that I wasn’t yelling at him, and lowered the price of my service for the next 3 years lol.
Be nice to them. Be assertive but also be nice. That will get them to go off script if they are allowed to or escalate you if they aren’t.
If you treat them like “monkeys who aren’t allowed to go off script”? They will GLADLY repeat the same questions over and over and make your life a living hell. Because with customer support? Their metrics often benefit from you getting angry and hanging up.
To be fair, customer service is useless either way. At least I can curse the AI into oblivion.
Actual customer service is amazing.
YES!
I call Rogers for help in the past, and magically my service gets disconnected or they are just clueless about words and technical terms…
I call my ISP now, and they actually know things. almost like they have actual training on the services instead of jow to answer a phone and transfer.
20min calls from a real ISP, vs 60 minutes on hold to get some donkey that asks me to unplug the modem for 5 minutes like I haven’t done it already… and they are then out of ideas and need to escalate and call back in 5 days or some trash.
I pay more to get real service, always.
Yes, customer support where people actual want to help you and with the mandate and autonomy to actually be able to help you. Not customer support that is just a bunch of monkeys who aren’t allowed to go off script.
I feel bad for the level 1 tech support folks. They’re so script driven that you have to go through the hoops before your problem can be fixed.
And why is that?
BECAUSE PEOPLE ARE FUCKING STUPID!
- Is your router on?
- Yes.
- What color are the lights?
- There are no lights.
- Please turn the router on.
I think the same thing about the service reps.
Have you tried rebooting your router?
We’ll send someone out to check your wires.
3 transfers later your router was registered to a different region in our system, it’ll take a day for the transfer of these 16 bits to happen.
Repeat next move.
THERE ARE FOUR LIGHTS!
I once contacted Verizon L1 support for a network outage, and they use your classic outsourced call center in Singapore, can’t actually do much of anything to help you style support and he just kept telling me how crazy it was that I wasn’t yelling at him, and lowered the price of my service for the next 3 years lol.
Assuming you get a hold of a human:
Be nice to them. Be assertive but also be nice. That will get them to go off script if they are allowed to or escalate you if they aren’t.
If you treat them like “monkeys who aren’t allowed to go off script”? They will GLADLY repeat the same questions over and over and make your life a living hell. Because with customer support? Their metrics often benefit from you getting angry and hanging up.
Omg, spacenoodle? You’re back?
Wait, I was gone?
we thought you spaghettified into a black hole
Rumors of my spaghettification have been greatly exaggerated
For a bit over a year, yeah
I’ve been here commenting the whole time. You sure there wasn’t some federation problem with lemmy.world or something?