Yesterday my
cable went out, and since my pregnant wife was out sick from work this was a major
inconvenience. Have you ever had to deal with a cable company? If the answer is
yes then you probably know where I’m going here, if the answer is no then
you’re lucky.
Her first call
to customer service resulted in a 20-minute hold and the answer that there was
currently an outage in our area and to wait an hour. After four hours she
called back and with another 20-minute hold time was told that there was never
an outage in our area and that a technician would need to be sent out. After a
few more hours she called back once again to try and get the problem resolved
that day and to have our bill pro rated. At this point she was told it would be
a couple of days before anyone could come out, and while they were kind enough
to pro rate our bill, our problem being unsolved left a sour taste in her
mouth.
Once I made it
home I took a look and found all of the wires on the outside of the house
disconnected. We rented part of our property to some people who just moved out
and the cable company had disconnected their service. As you have probably
figured out they were kind enough to disconnect our box too. It only took the
fourth customer service rep 30-seconds to figure out the problem.
Humorously
enough this exchange coincided with our new subscription to satellite service.
My wife was on the phone for hours yesterday and with a little more
investigating on the first call the problem could have been resolved and they
would not have lost a customer. Sometimes it may seem like we in customer
service ask a lot of questions that have nothing to do with the problem at
hand. However, I assure you this is so we can see the problem from all angles
and not leave you stranded.
Justin Stubbs
Sad TV