CUBS_FAN
Next Year Again..
join:2005-04-28
Chicago, IL | Old school
She must of had a wired telephone.. Imagine her switching from handset to handset when the batteries were dieing |
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Nightfall
My Goal Is To Deny Yours
Premium,MVM
join:2001-08-03
Grand Rapids, MI
 ·Site5.com
 ·AT&T Midwest
 ·Comcast
1 edit | Why sit on hold for 8 hours?
I have seen glitches like this before and there is no way in heck I would wait 8 hours like that. I guess she was trying to lambaste RCN to the Consumerist. The only thing she did was prove two things.
1. The phone system has a glitch. Gee, big surprise there.
2. She is a moron for waiting on hold that long.
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My domain - Nightfall.net |
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JSRoman
Premium
join:2005-03-10
Callahan, FL |  Dumbass
Merriam-webster defines idiot as someone who holds on the phone for 8 hours.
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»www.seabee.navy.mil |
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ydoucare
join:2003-03-12
Rensselaer, IN
2 edits | ...
The real issue here is not with RCN, but the fact that some idiot sat for 8 hours on hold. Why does she even CARE? She says she took a nap and went to a party, so the call obviously wasn't all that important to her. |
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knightmb
Everybody Lies
join:2003-12-01
Franklin, TN
·AT&T DSL Service
| 800 number
I wonder if she called an 800 number? I imagine they will have a higher than normal phone bill on the ISP side 
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Fight NebuAD and the like:
Click Here to pollute their data |
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en102
Canadian, eh?
join:2001-01-26
Valencia, CA
·RoadRunner Cable
·DSL EXTREME
| reply to CUBS_FAN
Re: Old school
Possibly. I know when I've had to call a few customer (dis)service numbers (Airlines, TWC tech support, AT&T tech support, etc.), I use speakerphone, and let it play muzak until either.
a) Call drops (at least 25% of the time)
b) I get through
Many service items needed can not be handled online.
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Canada = Hollywood North |
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Rob
In Deo speramus, God Bless the USA
Premium
join:2001-08-25
Kendall, FL | Taking advantage..
She held for 8 hours in hope that afterwards she'll get 1-2-3-4-5-6 months free service for the problems.
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CheckSite.us | YourIP.US |
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MyITGuy
@rocassociates.com
| reply to knightmb
Re: 800 number
In the grand scheme of things, that's a drop in the bucket.
8 Hours x 60 minutes = 480 Minutes
480 Minutes * 25 cents per minutes = $120
That type of cost won't cause a flinch for anyone who operates a call center.
For comparison, we operate a small call center of approximately 30 FTE's and our phone bill ranges from 7-8K a month. |
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ninjatutle
Premium
join:2006-01-02
San Ramon, CA
 ·Sprint Mobile Broa..
1 edit | Someone, please smack this broad on the head
For the sake of humanity.
She called in already looking for trouble. When someone didn't answer her right away and treat her as an elite customer that she thinks she is, she put the phone down and took a nap.
Who is to say an operator didn't answer her call and didn't see anyone on the line so they put her back on the queue?
Its customers like this that ruins it for everyone else. No good two bit devil customers.
Where does the Consumirist find these bottom of the barrel type? Is the Consumirist the site where all these maggots dispatch from? I hope the lady does visit this site.... |
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Maggs
Premium
join:2002-11-29
Woodside, NY | 25 Mins
That's all I'd wait, then hang up. She's just bitching to the Consumerist.
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NIL ILLEGITIMUS CARBORUNDUM! |
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moonpuppy
join:2000-08-21
Glen Burnie, MD
·Verizon Online DSL
| Two things to mention
#1 User might be used to long wait times which has happened before on other services.
#2 I got disconencted from Comcast trying to report an issue when they said hold times were too long, call back later.  |
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KrK
Heavy Artillery For The Little Guy
Premium
join:2000-01-17
Tulsa, OK
·AT&T Yahoo
·AT&T DSL Service
·Cox HSI
·AT&T Southwest
| reply to Nightfall
Re: Why sit on hold for 8 hours?
said by Nightfall  :2. She is a moron for waiting on hold that long. Well, on the surface... but think about it.
Let's say you just put the phone on speaker and went about your day, and just watched how long. Once it got to some ludicrous amount of time on hold, you then can post about it, either online, or even in local media, Newspaper, TV news, whatever..... You get some attention, and BOOM the company is tripping all over itself to get your problem fixed to your satisfaction for PR purposes.... so actually, this could turn out to be pretty clever...
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"Fascism should more properly be called corporatism because it is the merger of state and corporate power." -- Benito Mussolini
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guerst
@mindspring.com | reply to moonpuppy
Re: Two things to mention
"hang up and switch isps"
like its going to be any different on another isp... |
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KrK
Heavy Artillery For The Little Guy
Premium
join:2000-01-17
Tulsa, OK
·AT&T Yahoo
·AT&T DSL Service
·Cox HSI
·AT&T Southwest
| reply to Rob
Re: Taking advantage..
said by Rob :She held for 8 hours in hope that afterwards she'll get 1-2-3-4-5-6 months free service for the problems. Exactly. She gets attention, it gets in the press, and then RCN has to trip over itself apologizing and fixing her problem, or like you say, providing credits.
8 hours on speakerphone = several hundred dollars in credits? Probably a win
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"Fascism should more properly be called corporatism because it is the merger of state and corporate power." -- Benito Mussolini
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Nightfall
My Goal Is To Deny Yours
Premium,MVM
join:2001-08-03
Grand Rapids, MI
·Site5.com
·AT&T Midwest
·Comcast
| reply to KrK
Re: Why sit on hold for 8 hours?
said by KrK :said by Nightfall :2. She is a moron for waiting on hold that long. Well, on the surface... but think about it. Let's say you just put the phone on speaker and went about your day, and just watched how long. Once it got to some ludicrous amount of time on hold, you then can post about it, either online, or even in local media, Newspaper, TV news, whatever..... You get some attention, and BOOM the company is tripping all over itself to get your problem fixed to your satisfaction for PR purposes.... so actually, this could turn out to be pretty clever... I suppose if you have nothing else to do with that 8 hours. All to report a glitch that happens to .01 percent of the caller base. A glitch that the company says that their phone system provider is within the SLA at 99.9% call completion.
Of course, the company is going to say it was a fluke or a glitch. Trying to explain that the SLA of their phone system is 99.9% and here are the figures for that, oh and two calls out of 200,000 that we got in the last month hit that glitch. The general public won't understand or care. |
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hurleyp
join:2000-06-20
Ottawa, ON
·Rogers Hi-Speed
| Check the forums...
Interestingly, when addressing the event in a follow up post, RCN apologizes extensively, and then tells the Consumerist to come visit the RCN forum here at Broadband Reports
That sounds like the best option, IMO. Now perhaps RCN will be kind enough to offer a donation to Broadband Reports for general expenses? 
Paul
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"I reject your reality and substitute my own." |
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ptrowski
Got Helix?
Premium
join:2005-03-14
Putnam, CT
clubs:
 ·VOIPo
·Metrocast Communic..
·AT&T DSL Service
·ViaTalk
| reply to Rob
Re: Taking advantage..
said by Rob :She held for 8 hours in hope that afterwards she'll get 1-2-3-4-5-6 months free service for the problems. Bingo. |
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exocet_cm
In memory of dadkins
Premium
join:2003-03-23
New Orleans, LA
clubs: 
·Cox HSI
·Suddenlink
·Cingular Wireless
·AT&T Southeast
·Charter Pipeline
| reply to JSRoman
Re: Dumbass
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MalibuMaxx
join:2007-02-06
Chesterton, IN | Sue
For lost wages,
Lost time with family,
carpel tunnel syndrome,
mental trauma,
anything you can think of...
doh... |
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jester121
Premium
join:2003-08-09
Lake Zurich, IL | One thing for sure --
She's clearly not a Viatalk customer -- even on their unlimited plan they cut you off after 4 hours. |
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