Appaling Service from Cable Co - Raj Wadhwani - ContactCenterWorld.com Blog
I have been a cable company business customer for years and recently switched from another company to use their home TV services and went for the top package available with their Gateway system. Install was good and today went to set my system for UFC 140 PPV event. Having had problems with my other provider, I wanted to call the company to find out if there was any way I could check that the PPV was set ok as it was my first use.
I called the local number and selected tech support and was placed in a queue. 54 minutes later my call was finally answered! No apology for the wait , just heard from the male agent "how can I help you?" I explained and the agent said I would have to talk to another team. I asked him why as I had been in queue for 54 minutes - he was not being helpful and asked
"do you want me to put you through to another team?"
I asked if there was any way he could help me with this simple message and he simply repeated again "do you want me to put you through to another team?"
He was not being helpful so I then asked if I could speak to a manager and he said
I asked why? he said
"there are no managers here".
I asked where he is based and he replied "X".
I could tell he wasn’t that bothered and I asked if he knew how long I would be in a queue if he transferred me and he said
"maybe a short while"
I asked "do you know exactly how long?" he replied "No. Do you want me to put you through to another team?"
…I had no option - I had tried to use the online chat but after 15 minutes of waiting for an agent decided to stay on the call. Eventually call was picked up by another agent and he tried to help me – Dana the agent said he would have to call me back!!
Have to write I was appalled by the apathy of the first agent and that no managers are on site! Shaw, this is my first experience with you and I am totally frustrated! You guys need to look after customers as a priority and make sure staff can handle simple questions and that you manage the queue! Appalling service from a cable company.
Publish Date: December 10, 2011 5:32 PM