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Brenda has been writing since grade school. She attended journalism school where she majored in professional writing. She loves to decorate, garden, read and spend time with her Yorkies.

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Customer Service Or The Lack Thereof



This morning I shall be waiting for Cox Communications to send someone out to look at my internet. Yesterday afternoon I spent hours, again, on the phone with Cox Tech Support.

I had just spent all day Tuesday doing the same thing.

It's pretty bad when you pay good money for this service, and yet each morning you wake up and think: Please let the internet be working so I can get things done. 

Finally, finally, I demanded a supervisor at the local office and finally, finally, after several hang ups, I got one. All he did was reset it. 

THAT'S ALL HE DID.


And worst of all, as you tap-tap your foot waiting for a human to come to the phone,  I listen to that ridiculous recording of a woman telling me that I can get my answers online if I would just avail myself of their online support.

Are these people dumber than a box of rocks???

If I could get online, I wouldn't be sitting here waiting. The electronic voice keeps giving me prompts. I know how to fix minor internet problems. Her prompts are useless. 

The voice continues. Of course there's no actual person to hear me say I've done all that, I want an actual person to speak to. And by the time I've gone through that a few times, I have to grab the Tums and start chewing.


Well, I suppose I'd better try to get myself calm. Have my cereal. Drink my coffee. And ready myself for this appointment. Keeping the dogs under control while there's a strange man in the house is hard enough. 

Cross your fingers that this time something actually gets done. I can only go one grade higher in what I pay for internet service. I asked them if this just meant my speed was faster. They said it also means stronger connectivity. 

So I guess you have to pay in tiers for connectivity. Isn't that nice to know?

I suppose this means that the less you pay, the less you'll be connected. Woe is me...



Cozy Little House
38 Comments
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38 comments:

  1. I think they're feeding you a bunch of bunk!! Never heard of different levels of connectivity. We have Mediacom, by the way.

    ReplyDelete
    Replies
    1. I get a different story from every different person I talk to.
      Brenda

      Delete
  2. I really don't think adding more to your bill is going to prevent issues. It doesn't seem to matter which provider you have, they all have dreadful customer service and require multiple calls to get problems fixed. I thought mine, Time Warner Cable was the worst, but when you look at customer reviews, everyone thinks theirs is the worst. They seem to have no concept of the hours one has to spend on the phone just trying to get your service working again. It's the highest bill I pay most months and yet the service that is most troublesome. It's beyond upsetting to have to call and deal with customer service and in my case it's usually someone not even in this country, so how can they really relate to what my problem is?

    ReplyDelete
    Replies
    1. I had AT&T until they went to foreign service, and that had me so aggravated I still won't go back to them. Of course, nearly all of them are doing that. All they care about is the bottom line: how much money they're forking in. Which is why I've stayed with this company: the service people are all Americans.
      Brenda

      Delete
  3. I'm sitting here reading your blog, Brenda, as I await the arrival of the cable guy...for my Internet! ugh! It's been so slow and when I go online it freezes up. I've been trying for 3 weeks to get it fixed! I now start my conversations with the cable company something like, "I already know how to reset, unplug, plug back in, wait 30 seconds, etc, so please do not waste my time or yours, just test the modem on your end and let's get it fixed!" They finally did this for me yesterday and said I was not getting enough power from the power pole outside coming into my house. It supposedly "happens all the time". Well if you KNOW it happens all the time and I've been paying good money for a slower speed then I'm supposed to be paying for, then I can assume my bill will be decreased to reflect payment for the slower speed I've had for the last 3 weeks, correct? Um, um, is their answer. Also, if it is a known fact that this "happens all the time", shouldn't our money we pay YOU be spent upgrading the system to make sure it does NOT "happen all the time"? Um, um, he once again utters. Geez. But what can we do, Brenda? The cable companies have a monopoly in the areas they serve and we can't switch to someone else. It's terribly frustrating. I hope you are up and running smoothly after your appointment today...me too! I've missed several days with you this week and look forward to catching up soon.
    Beth

    ReplyDelete
    Replies
    1. They get you coming and going. I'm sure they thought I was some lunatic because before they could even get the words out of their mouths of what to try next, I was already filling it in for them. I just want to get two people who say the same thing. In the end yesterday I was yelling into the phone: Do not put me on hold. Do not hang up on me. Get a supervisor on the phone. Now. They kept coming back after long intervals to say the supervisor would be available soon. The supervisor was on the way to his desk. The supervisor was getting ready to take my call. I thought I was going to implode.
      Brenda

      Delete
  4. I had a similar problem with loss of service and slow service with my ex-provider CenturyLink. Every time I lost service, I asked for and received a credit on my bill. I got so tired of not having the speed I was promised (20 mbs vs the 5 mbs I was actually getting) that I told every customer service rep (as I went up the chain of command) that CL was not upholding its end of my 12 month contract. Finally got someone who agreed to cancel my contract and I promptly went with Comcast internet and haven't had a problem since.

    Oh yes, in the past I've written letters to company CEOs documenting problems I've had with their companies and found you usually get very prompt responses.

    Good luck Brenda and keep all your readers posted.

    ReplyDelete
    Replies
    1. I may just be hunting myself a way to email a CEO then...
      Brenda

      Delete
  5. Isn't it funny when you have NO internet yet they spend all that time telling how to go there and fix your own problem? Every time I hear that, I laugh. Not the nice funny contagious laugh, but the evil one.

    And it drives me nuts when they tell me (hours, days, weeks,months)later, that it is a known problem. If it is a known problem, why don't they put it up on their website for me to find? ... oh wait....

    ReplyDelete
    Replies
    1. Known problems are bad PR. Known problems send you looking for other service. Known problems, in the end, cost them money.
      Brenda

      Delete
  6. I hope your internet issues are really fixed this time. We've been told that it's at the pole before too, but they sent someone out to boost our signal. We have Comcast and I wish there were other options - both for internet and cable TV. I've looked at others, like AT&T, but we live in a small town and (last time I checked) our internet speeds would be a lot slower with them. I think they all need some real competition!

    ReplyDelete
    Replies
    1. I think they need to train all their people and then test them on what they've learned. Then give sensitivity training to them all in how to deal with upset customers.
      Brenda

      Delete
  7. Sorry for all your troubles...
    dumber than a box of rocks? It DOES make you wonder, sometimes.
    Hope you get it all worked out.

    Pat

    ReplyDelete
    Replies
    1. I actually regretted writing that about the rocks. Because I'm very fond of rocks...
      Brenda

      Delete
  8. I have Comcast. Years ago I had problems and I remember being on the phone for over half an hour listening to the voice say "THANK YOU for your PATIENCE" over and over. I was cutting up vegetables for dinner and at one point I just started stabbing the cutting board in frustration.

    In the end, I had at least 3 different guys over a period of a few days. They played around with my equipment and did this and that. In the end the third guy found a loose wire in the basement. And that was why my service had been intermittent. So I can certainly sympathize. I was at my wits end back then. Hopefully your troubles will be sorted for good soon!

    ReplyDelete
    Replies
    1. Makes you understand why people sometimes resort to violence, doesn't it?
      Brenda

      Delete
  9. I use Wildblue/Exede for internet and I have to say, other than that horrible storm, we had in Tulsa, a few weeks ago, I've had no trouble with my service. Hope you get it fixed this time.

    Grace & Peace

    ReplyDelete
    Replies
    1. I've never heard of that one. When we had that wind storm, I didn't have phone, internet or TV for three days.
      Brenda

      Delete
  10. Oh, I know what you mean! I have gotten so angry, I've just hung up on them. The call center for our phone/internet service at one point was answered somewhere in India, or Cambodia, or some place like that. Needless to say, I could not understand them and they sure couldn't understand my southern drawl. I finally said, "W e l l, H e l l" !! (Both those words have two syllables when I say them). (lol) They keep saying "we are experiencing difficulty in your area", but everyone around is having no problem!! It's beyond frustrating! And how does someone in freakin' India, know about my area???

    I'm glad someone is coming to your house, and hope they can correct your problems!! Take care!

    ReplyDelete
    Replies
    1. That has to be one of my very biggest pet peeves: service from Pakiston or somewhere. I understand that they can't really understand me. And I sure can't understand them. But it doesn't make me any happier. Like one time one said something like: "Now, type "P" as in Charles."
      Brenda

      Delete
    2. I was sitting here laughing at the same situation that I have experienced many times on the telephone! When I asked, one young Indian woman told me that her name was "Norah Charles"! As in the classic old mystery, "Nick and Norah Charles"! I said, "your name isn't REALLY Norah, is it?!" And she replied no, of course not and that they choose a name to use working with Americans!

      Blessings,
      Dianne
      www.sweetjourneyhome.com

      Delete
  11. Yikes.

    Well let it roll off your back, don't sweat it now, Brenda - all it does it ruin the REST of the day.

    Take a small walk around your backyard with the two cuties and just breathe the fresh air and leave all your cares at the feet of Jesus. You will feel instantly better, for certain.

    ReplyDelete
  12. Waa!! I hate this kind of stuff! It can be so irritating and frustrating. I know. Sometimes after all of the ya ya they tell you, still nothing works. Try to stay calm and go put the doggies in the car and get you an extra thick milkshake! It works every time! :)
    Be a sweetie,
    Shelia ;)

    ReplyDelete
    Replies
    1. I only allow myself to spend $20 a month on gas. My driving 15 miles for my chair pretty much sits me at home for about another week.
      Brenda

      Delete
  13. I hope you got 2 cups of coffee out of your Keurig today!

    We had to switch providers because AT & T told us that the ultra high speed wouldn't be provided in our area for several years. But, at least it works. My daughter lives in San Francisco, works in the tech industry and often works from home. It is bad when you can't work from home. She had to be home for the workman to come out and fix things.

    Hope everything is good now.

    ReplyDelete
  14. Looks like you hit a sore nerve today! So interesting to see how many people have cable problems. I too have Time Warner, and kept going through modems this spring and awful service. I called one day to request information on how to disconnect my service and they significantly lowered my bill. But each time I call because the modem has gone out I too get that spiel about upgrading to a faster connection. I just laugh at them, no thanks, the bill is high enough as it is! Hopefully you will get a tech that knows what he's doing for you! Plus I also call Billing and have them deduct from my bill when it's out. Don't know if you've heard what's going on out here with Time Warner, we've now lost CBS, and several local channels, plus Showtime which I don't subscribe too.

    ReplyDelete
    Replies
    1. You've lost the mammoth CBS? That's my favorite network for fall shows.
      Brenda

      Delete
  15. I hope you have a speaker phone so you can iron and do exercises while listening to the "prompt" queen. Sometimes I just talk dirty back to her just to make myself feel better.

    Oh, and when they tell me to reset, replug, check the outlet, I always tell them "I am not working for "fill in the blank company here" that is what I pay you for. Sheesh. We all need to band together.

    Unfortunately, I live behind the pinecone curtain in the woods of east Texas and we have only one, ONE, internet provider so we are at their mercy. They don't like it when I show up at their office. . . .

    ReplyDelete
    Replies
    1. I actually found myself screaming at the "prompt" queen until I realized it was scaring the dogs half to death. I got out some of my rage that way. I would have banged the phone against the wall, but then I'd just have to spend money on a new phone.
      Brenda

      Delete
  16. I feel your pain Brenda. This seems to be a subject just about everyone with Internet can relate to. Vent all you need, punch a few pillows or whatever, then take a deep breath and give your pups a big hug and lots of kisses and you'll feel better. Promise.

    XXXX

    ReplyDelete
  17. I have Century Link/Quest and we have had issues the last couple months, I have been a customer for 21 years and they don't have any information on us. Six weeks ago I had issues with internet and today cable and I am on the phone for at least 1 hour today and last time 3 hours. I feel for you.

    ReplyDelete
  18. Is Verizon in your area? I would switch carriers for starters, get a new router too. I had loads of connectivity issues with my router. Some cable companies, depending on the area, the internet service just sucks. My neighbors and I all had Time Warner cable, we all had connectivity problems and we all switched to Verizon. Technical issues cause me more stress than any other thing I know! xo

    ReplyDelete
  19. I put those type of calls on my speaker phone, so I can at least get other things done at the same time. I hate just sitting on hold when I see so many other things I could be doing. Hope it all gets straighten around soon.

    ReplyDelete
  20. It is so frustrating!!! To find a real person to speak to and that knows what is going on is a rare thing these days. I hope it is fixed now.

    Linda

    ReplyDelete
  21. We get that kind of service also...and then we finally get a real human, they are usually in another country, and neither of us can understand the other's accent...lol.

    Lot's of fun.

    Jen

    ReplyDelete
  22. I just occurred to me that when I was having interrupted service that took about 4 months to solve, that it ended up being a common well known issue. We had smart meters installed (not by choice - they came in and installed it on the brick wall in the backyard without me knowing about it - I got a letter a week later!). It turns out the chips in the smart meter mess with the chips in the Vios box. Vios had to come out and move their box about 1 foot from the smart meter. And the guy that came out knew exactly what it was because he said that they were following around the electric company and moving the Vios boxes if people kept having problems. Seems to me, once they know there is a problem, they could communicate and we could schedule them to come out instead of me being at wits end (I work from home a few days a week) about to switch carriers. ugh.

    ReplyDelete

I always enjoy reading your comments and having you join the conversation here at Cozy Little House. It is like having a gathering of friends sitting in my cozy apartment. Enjoying coffee and dessert, chatting and having a good time. I appreciate each and every one of you!

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