[Packet 8] Customer service doesn't like me in VOIP Tech Chat http://www.dslreports.com/forum/r13024430 en Mon, 14 Dec 2009 18:33:46 EDT Mon, 14 Dec 2009 18:33:46 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13086583 piov_l9 : Your posting as
"anonymous" is even funnier. Voip Voip and away!!]]> http://www.dslreports.com/forum/remark,13086583 Mon, 04 Apr 2005 16:59:29 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13084531 anon : Man piov...

You must the the guy that did it to him

I especially like your comment about treating others like you want to be treated and then posting "Boring.....next topic please"

Hahahaha]]> http://www.dslreports.com/forum/remark,13084531 Mon, 04 Apr 2005 12:36:22 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13079554 piov_l9 : Boring.....next topic please]]> http://www.dslreports.com/forum/remark,13079554 Sun, 03 Apr 2005 19:00:47 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13075575 ColMustard3 : Still have not heard back from Richard of Packet8.

No eamil. No voice mail.]]> http://www.dslreports.com/forum/remark,13075575 Sun, 03 Apr 2005 01:53:32 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13051187 ColMustard3 : Update:
I was contacted by a Packet8 supervisor named Richard on Tuesday. He was very professional and assured me that they take this matter very seriously.

I provided him the emails from the CSR and the one I posted along with header info. He is currently investigating and I'm still waiting to hear back the with results.

Will post more when I know more.]]> http://www.dslreports.com/forum/remark,13051187 Thu, 31 Mar 2005 08:17:28 EDT Re: We Apologize http://www.dslreports.com/forum/remark,13047923 rizzo2dial :
said by sunrocket user:

How did it get resolved in the end
No pun intended? :D]]> http://www.dslreports.com/forum/remark,13047923 Wed, 30 Mar 2005 20:51:00 EDT Re: We Apologize http://www.dslreports.com/forum/remark,13047241 anon : How did it get resolved in the end]]> http://www.dslreports.com/forum/remark,13047241 Wed, 30 Mar 2005 19:29:52 EDT Re: We Apologize http://www.dslreports.com/forum/remark,13043109 laserjobs :
said by ropeguru See Profile:

said by roastedbagel See Profile:

Its hard for companies to make sure something as broad as this (resetting a password, which is something that is probably done on almost half the calls into tech support, is a very common thing that is done hundreds of times a day) is monitored on a regular basis and what it gets reset to.
Easy fix... Only allow the CS reps to have an option to generate a random password and not be able to change it to anything they like. Once this password is generated, it is automatically emailed to the customer and after the customer logs in they can then change it to what they like??

It is really not THAT difficult..
Better yet only allow the CSR to set the password to a default one like "asshole" :D]]> http://www.dslreports.com/forum/remark,13043109 Wed, 30 Mar 2005 11:25:09 EDT Re: We Apologize http://www.dslreports.com/forum/remark,13043004 ropeguru :
said by roastedbagel See Profile:

Its hard for companies to make sure something as broad as this (resetting a password, which is something that is probably done on almost half the calls into tech support, is a very common thing that is done hundreds of times a day) is monitored on a regular basis and what it gets reset to.
Easy fix... Only allow the CS reps to have an option to generate a random password and not be able to change it to anything they like. Once this password is generated, it is automatically emailed to the customer and after the customer logs in they can then change it to what they like??

It is really not THAT difficult..
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FWD#: 223611]]> http://www.dslreports.com/forum/remark,13043004 Wed, 30 Mar 2005 11:11:32 EDT Re: We Apologize http://www.dslreports.com/forum/remark,13042979 roastedbagel :
said by meb See Profile:

said by P8Support See Profile:

We do not tolerate this behavior ...
What has Packet 8 done to ensure something like this won't happen again?
What can any company do to make sure something like this doesnt happen again? What if it was his last day, knew he could somehow get caught (his login into the database, etc.) but just didnt care since it was his last day. Its hard for companies to make sure something as broad as this (resetting a password, which is something that is probably done on almost half the calls into tech support, is a very common thing that is done hundreds of times a day) is monitored on a regular basis and what it gets reset to. All that can be done is if this were to happen again, just find out the tech who worked on the customers case when they called in, which would most likely be the culprit. All in all, theres no way to "prevent passwords from being reset to obscenities". ]]> http://www.dslreports.com/forum/remark,13042979 Wed, 30 Mar 2005 11:08:00 EDT Re: We Apologize http://www.dslreports.com/forum/remark,13041570 meb :
said by P8Support See Profile:

We do not tolerate this behavior ...
I guess we can assume the CS rep that took ColMustard's call was responsible. What has Packet 8 done to ensure something like this won't happen again?]]> http://www.dslreports.com/forum/remark,13041570 Wed, 30 Mar 2005 07:15:40 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13036848 lmjh7065 : Would it help to start a new thread entitled: Assholes Anonymous"?

But that wouldn't work since they still would know that I was one.

Seriously, I think that anyone dealing with the public, especially over the phone, has a rough job. Please treat them with respect, after all your problem probably isn't their fault. CS reps are not there to be your whipping boy. You can't pay me enough to endure some of the crap I've seen/heard dished out. My philosophy has always been that if you don't dole it out, then you don't have to take it either. What will we do when everything is self-service and automated?]]> http://www.dslreports.com/forum/remark,13036848 Tue, 29 Mar 2005 18:48:04 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13035022 laserjobs :
said by Sandman5 See Profile:

said by laserjobs See Profile:

The only problem I see is that the support guy should have been more upfront and told the customer on the phone he was an asshole rather than hiding it in a password.
Sorry, but I'm going to have to disagree with you. That's not the CSRs "job" at all.

In my household, my wife takes care of telling me that I'm being an asshole.
Well I hear Packet8 is hiring CSRs if she needs a job. ;)]]> http://www.dslreports.com/forum/remark,13035022 Tue, 29 Mar 2005 15:24:58 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13034996 Sandman5 :
said by laserjobs See Profile:

The only problem I see is that the support guy should have been more upfront and told the customer on the phone he was an asshole rather than hiding it in a password.
Sorry, but I'm going to have to disagree with you. That's not the CSRs "job" at all.

In my household, my wife takes care of telling me that I'm being an asshole.]]> http://www.dslreports.com/forum/remark,13034996 Tue, 29 Mar 2005 15:21:45 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13034960 laserjobs : Word of Advice: Lighten Up. So someone calls you an asshole, maybe you were one at the time. I would laughing and say "I guess I was being an asshole, that was a good one.". The only reason someone would be getting upset over this would be their stupid pride. Boo Hoo Hoo they hurt my pride. Waaaaa doesn't he know who he's taking to?

The only problem I see is that the support guy should have been more upfront and told the customer on the phone he was an asshole rather than hiding it in a password.]]> http://www.dslreports.com/forum/remark,13034960 Tue, 29 Mar 2005 15:18:20 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13034857 Taranis : Having "Soft Skills" isn't a cure-all for every irate customer. I'd like to see a few of the people I've dealt with over the phone talk and act to me in person the way they do on the phone. Most don't have the balls..

I have my own "Rules of Thumb" when it comes to irate people. First, as a CSR, it is my job to make their problem my problem and get them onboard with me to solve it - in other words, make the customer part of the solution. That, in itself, is usually enough to calm them down and get to the bottom of the problem - and eventually, the solution.

However, when a user becomes "short" (and I'll leave that open to interpretation), at that point the door begins to close, so to speak. Either talk to me in a civilized, respectful manner - as you want me to treat you, or be prepared to get disconnected. The line in the sand is when the customer becomes so beligerant, that I will never figure out exactly what the problem is or how to satisfy the customer himself. At that point, I simply state: "I will no longer deal with you on the phone and put up with your personal insults and caustic attitude. I advise you to hang up, calm down, and when you're in a more approachable frame of mind, call me back, and I'll be more than happy to help you." *click*

Every single time the customer's called back, they've been ready to get to work on the problem, and know how far they can take having an attitude with me.

Bottom line: Just because you're a "customer" does NOT give you the right to walk all over someone else. When you do, you deserve what you get.

]]> http://www.dslreports.com/forum/remark,13034857 Tue, 29 Mar 2005 15:03:33 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13033858 k_o : While your post could easily be applied to the Rants n Raves forum, and you are verging on troll status with restating your opinion, I want to respond.

I, too have been on both sides of this stick.
Customers who are unhappy or worse:
Soft skills training.
This is the skill a CSR will have to develop, and hopefully trained with.
Soft skills help you work with the customer, even when they insist on using you for free therapy.
Soft skills is the process of sticking to the issue at hand.
Soft skills protect a thin skin.
Soft skills prevent people from dumping on you.
--
DC Cruncher for Teams ECO & Starfire * MoveOn * MysteryLake.com hosted by gottadeal.com]]> http://www.dslreports.com/forum/remark,13033858 Tue, 29 Mar 2005 13:06:08 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13033461 lmjh7065 : Richard Cranium is selling hydro-power without a license to kill.]]> http://www.dslreports.com/forum/remark,13033461 Tue, 29 Mar 2005 12:17:17 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13033439 pcdebb :
said by payload6976 See Profile:

you got to remember these people are just some underpaid over worked soul who takes call after call, people screaming at them, using incompetent OSS's and deal with problems outside their control, take easy on them,

it could be worse.
first of all, these souls accepted the underpay to work at this job to take call after call. it's not like it was a surprise to them when they go to work everyday, and most call centers like this pay pretty decent to my knowledge. when the customer pays their bill every month, they expect the service and courtesy from the company, after all, we the customers are paying their wages. i dont know the full deal on his phone call, and again, it's irrelevant. when that csr took that job, he/she knew what was up. anybody in the customer service, retail, hospitality, etc or any job industry having customer contact, knows that when dealing with customers it will not be sunshine and kittens all the time. that is when the real skill comes in. in this job you HAVE to know how to deal with customers all the time, no ifs ands or buts about that. i'm sure his headset had a mute button, once the call ended, that should have been the end of it.
--
babbling | mvm]]> http://www.dslreports.com/forum/remark,13033439 Tue, 29 Mar 2005 12:14:21 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13033335 roastedbagel :
said by PCInTech See Profile:

said by roastedbagel See Profile:

I tend to make dam good money with not having a college degree, and I happen to love my job too.
Yes, there's a lot of money and satisfaction in Hydropower. :D
I dont get it :( Guess a college degree would be good at a time like this :D]]> http://www.dslreports.com/forum/remark,13033335 Tue, 29 Mar 2005 12:03:22 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13033156 PCInTech :
said by roastedbagel See Profile:

I tend to make dam good money with not having a college degree, and I happen to love my job too.
Yes, there's a lot of money and satisfaction in Hydropower. :D]]> http://www.dslreports.com/forum/remark,13033156 Tue, 29 Mar 2005 11:41:53 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13033090 roastedbagel : Why do I always see people here saying how techs are probably "underpaid", and "hating their job/overworked", etc. I am a CSR and personally I tend to make dam good money with not having a college degree, and I happen to love my job too. Just cause a tech changes your pw to asshole doesnt mean he's hating life and miserable, on the contrare, he was probably cracking up and loving it, showing all his friends when he did it too! ]]> http://www.dslreports.com/forum/remark,13033090 Tue, 29 Mar 2005 11:32:07 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13032906 laserjobs : Did anyone else notice P8Support is back?]]> http://www.dslreports.com/forum/remark,13032906 Tue, 29 Mar 2005 11:01:23 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13032785 voiplover : I think that it is more likely!
I still got a good chuckle, :D but I hope it wasn't at the cost of some innocent party.]]> http://www.dslreports.com/forum/remark,13032785 Tue, 29 Mar 2005 10:40:59 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13032690 IanR : That's always possible.]]> http://www.dslreports.com/forum/remark,13032690 Tue, 29 Mar 2005 10:27:29 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13032644 voiplover :
said by IanR See Profile:

Well we seem to have established the following:
...
2) The password was changed inappropriately by a csr
3) P8 need to and I am sure they will discipline the csr reponsible
4) The poster was "economic with the truth" in his initital posting, but finally came clean, that he was "short" with the csr employee. We can only guess at what was said. I hope P8 can access a tape so they can use this example to train their employees in how to handle customers in such difficult situations (difficult for csr).
5) P8 Support has aplogized and detailed their company policy. I am sure he will continue to follow through o this matter so the customer is ensured of proper treatment...

IanR, Not to be argumentative, but anybody that had access to his account could have changed his password - RIGHT?
P8 will know sooner or latter. I can't even guess how many people have handed over passwords and user names to me to resolve issues, and you tell them to change it when you leave :uhh: But...]]> http://www.dslreports.com/forum/remark,13032644 Tue, 29 Mar 2005 10:19:02 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13032559 IanR : Well we seem to have established the following:

1) There was a genuine problem which needed fixing
2) The password was changed inappropriately by a csr
3) P8 need to and I am sure they will discipline the csr reponsible
4) The poster was "economic with the truth" in his initital posting, but finally came clean, that he was "short" with the csr employee. We can only guess at what was said. I hope P8 can access a tape so they can use this example to train their employees in how to handle customers in such difficult situations (difficult for csr).
5) P8 Support has aplogized and detailed their company policy. I am sure he will continue to follow through o this matter so the customer is ensured of proper treatment.

What I take out of this is that despite all the temptations being "short" with a csr (especially on the first "go around") is easy to do, but not the best alternative. If, as a custoer, we don't feel we are getting the appropriate response/actions, we should ask to escalate the matter to a higher level.]]> http://www.dslreports.com/forum/remark,13032559 Tue, 29 Mar 2005 10:02:37 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13032498 payload6976 : i work for a service provider, and anytime we make a change in the system our user id is logged, you should research this, they can find out who did it.

Also, on a side note, it just doesn't help to get pissed and irate at CSR's, cause this sort of stuff will happen to you.you got to remember these people are just some underpaid over worked soul who takes call after call, people screaming at them, using incompetent OSS's and deal with problems outside their control, take easy on them,

it could be worse.]]> http://www.dslreports.com/forum/remark,13032498 Tue, 29 Mar 2005 09:52:09 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13032426 gabbin : :mad:At least u got them to reply-they don't reply to my emails!On the phone they are completely useless!]]> http://www.dslreports.com/forum/remark,13032426 Tue, 29 Mar 2005 09:40:45 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13032407 anon : supervisor review of the call: :o
"Excellent communication and extra points for the visual aid!"]]> http://www.dslreports.com/forum/remark,13032407 Tue, 29 Mar 2005 09:37:06 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13031831 M00T :
said by cbrain See Profile:

Sounds like getting fired from a job like this is salvation.
Or... being promoted out of it.]]> http://www.dslreports.com/forum/remark,13031831 Tue, 29 Mar 2005 07:03:01 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13031811 cbrain : Hey Joe, … Did you read your post before sending?

You seem to be saying the CS rep knows how to fix the callers problem, but company policy does not permit them to help. All callers are jerks and more knowledge makes the caller a bigger jerk. That CS rep can escalate the problem to real help when the caller becomes a jerk, but the caller should know to lie to you instead. I’m not advocating anyone be a jerk but you make it sound like the only way to real help. Who is the real jerk here?

I’ve been on both sides. I think I understand what you are trying to say but I can only conclude from your post that being a jerk, either for real or by lying, is the only road to help. You are then frustrated when callers become jerks.

Sounds like getting fired from a job like this is salvation.]]> http://www.dslreports.com/forum/remark,13031811 Tue, 29 Mar 2005 06:51:26 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13031714 Joe Newbie : I used to work in customer service, and let me tell you, people suck. You're talking to a CS rep, and because you're on DSL reports, you obviously know more than them. You're a jerk, and you know you're being a jerk, but you also think that you're being subtle about it, and that you're so much smarter than the customer service person that they don't know you're being a jerk. They know you're being a jerk, they're just not allowed to tell you. Most of the time they know exactly what the problem is, and they're not allowed to tell you because of some stupid mandate from head office or a ridiculous script they are forced to follow. Is it possible that every one of the first line techs thinks that power cycling solves every problem? No, but the computer says "Say this" and that's what's said, or there's trouble.

Don't be short with a CS rep.

They're people that are forced to treat you nice even though you're an asshole. If it becomes obvious that their script won't help you, ask to be escalated. If their script tells them they must follow the next 20 ridiculously stupid steps and then suggest that you reformat and reinstall windows before they're allowed to escalate you, then ask them to pretend you've become an incredibly irate ass and that they pass you on to the next level. Explain that you don't want to actually be an incredibly irate ass, but you realize that the squeaky wheel gets the grease and that you'll fake it if you have to. Honey always attracts more than vinegar, and make it clear that you're on their side and want to make this whole process as easy on everyone as possible.

And lastly, think about it. Would you like someone fired about this or not? In cyberspace it seems ok, but what if you were right there? I used to manage a used record store, and people would occasionally complain that they weren't offered a fair price on their records to sell. No one forced them to accept our offer, they could keep their records instead if they preferred, but every time someone asked to talk to a manager about the offer placed, and complained it was unfair, I explained that they didn't have to take the offer, and if they continued to complain, I fired the buyer on the spot in front of the customer. Told the employee to go get their stuff out of their locker and leave, and then explained that with no buyer on duty, we couldn't purchase the customer's records at the time, and they'd have to come back later. Of course 20 minutes later, the employee came back, and returned to work, but the customer was occasionally satisfied with the result, and that's good enough, although I admit I preferred when they were horrified, and I told them that the customer was always right, and thus Mike and his 3 kids had to be let go.

So, Asshole, if the person that did this gets fired, will that sate your anger? What is the cost of being called a name? If the tape of your conversation was played in court, would the jury see that the name was completely beyond reason, or is it only beyond reason because CS is supposed to put up with the customer no matter how outlandish they become?

And then again, on that last day, it's open season, so who knows what might have happened.]]> http://www.dslreports.com/forum/remark,13031714 Tue, 29 Mar 2005 06:02:10 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13031467 Sly :
said by k_o See Profile:

Hey,I know that CSR's name-
it's Richard Cranium
I get it...:)]]> http://www.dslreports.com/forum/remark,13031467 Tue, 29 Mar 2005 03:23:43 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13030096 removed : Sounds like someone got the BOFH. :o]]> http://www.dslreports.com/forum/remark,13030096 Mon, 28 Mar 2005 23:26:57 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13029830 Gogo1 : >>> At least it's so easy to remember.

Yeah, if he forgets he can always check the label in his boxers! :D]]> http://www.dslreports.com/forum/remark,13029830 Mon, 28 Mar 2005 22:54:23 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13029823 Simmer911 : Wow...that is really sad if it truly did happen that way. It is no wonder people have so much trouble with Packet8 service Reps. I just hear so many horror stories. Apparently the service reps are "assholes" themselves...
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TALKABOUTVOIP.COM VOIP FAQ's Questions Answers Professional Help]]> http://www.dslreports.com/forum/remark,13029823 Mon, 28 Mar 2005 22:53:47 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13029341 k_o : Hey,I know that CSR's name-
it's Richard Cranium]]> http://www.dslreports.com/forum/remark,13029341 Mon, 28 Mar 2005 21:58:50 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13029339 inept :
said by pcdebb See Profile:

it's irrelevant if he was short with the CSR, he could have called the csr a mofo for all i care. as a representative of a company, you dont respond in that manner, that's a part of customer service. I can't tell you the many customers that come thru where i work that I want to knock the sh*t out of.
When you represent the company, you have to have restraint.

As much as knocking the s--- out of a customer would be great stress relief ;), I totally agree with pcdebb.]]> http://www.dslreports.com/forum/remark,13029339 Mon, 28 Mar 2005 21:58:26 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13029338 rorrim180 : He changed your password to asshole because you were probably being an asshole when he talked to you. Whether your issue warrented you acting like an asshole remains to be seen.]]> http://www.dslreports.com/forum/remark,13029338 Mon, 28 Mar 2005 21:58:13 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13029054 pcdebb : it's irrelevant if he was short with the CSR, he could have called the csr a mofo for all i care. as a representative of a company, you dont respond in that manner, that's a part of customer service. I can't tell you the many customers that come thru where i work that I want to knock the sh*t out of, but as i represent a major retailer (and they have enough bad press) I know since my badge has their name on it, i represent them. when you represent the company, you have to have restraint. i'm sure this is a hot topic in the call center, somebody is talking about it, they're yucking it up, but it's totally out of line. someone needs their ass in a sling for this.
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babbling | mvm]]> http://www.dslreports.com/forum/remark,13029054 Mon, 28 Mar 2005 21:24:48 EDT Re: We Apologize http://www.dslreports.com/forum/remark,13029048 schnuggles :
said by P8Support See Profile:

...If you ever run in to a less than professional experience just ask or call back and ask to speak to a supervisor or manager. You can also write me off line and I will have a senior person look in to your problem. Thanks for supporting Packet8!
Well stated,

Rare to find a company willing to publicly adress such an issue, let alone move straight to solving a problem rather than debating whether or not one exsists.
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Salus Populi Suprema Est Lex -Cicero (106 BC - 43 BC)]]> http://www.dslreports.com/forum/remark,13029048 Mon, 28 Mar 2005 21:23:36 EDT OT - hamster http://www.dslreports.com/forum/remark,13028983 claudeo :
said by ColMustard3 See Profile:

...nor did I tell him he his mother is a hamster.
I'm curious. Did you read the review of Spamalot in the New Yorker, or does this stem from deeper Pythonesque memories?]]> http://www.dslreports.com/forum/remark,13028983 Mon, 28 Mar 2005 21:15:49 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13028923 icex _ :
said by ColMustard3 See Profile:

Well, I just got to talk with a supervisor that informed me he's going to investigate when exactly the pwd was changed for me, and my whom.

Fortunately, the CSR I spoke with on Sunday morning generated a ticket and emailed it to me.

Once I hear back from Martin, I will post more info.

Also, although I may have been short with the CSR, I certainly do not deserve that kind of of retribution. I did not use profanity, nor did I tell him he his mother is a hamster.

I'm not really upset at the word itself, I'm upset that my account was messed with by the CSR.
quote:
Also, although I may have been short with the CSR, I certainly do not deserve that kind of of retribution. I did not use profanity, nor did I tell him he his mother is a hamster.


LMAO! This is too funny. The hamster part is funny too.
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Please visit my website. »icextest.jchchost.com]]> http://www.dslreports.com/forum/remark,13028923 Mon, 28 Mar 2005 21:06:51 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13028910 Anonymous : Or this could be just a randomly generated password using letters only :D

But I see no reason to get upset over it.

At least it's so easy to remember. ;)
--
Someone who finds a job they love will never work a day in their life.]]> http://www.dslreports.com/forum/remark,13028910 Mon, 28 Mar 2005 21:04:18 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13028894 lmjh7065 : Packet8 has apologized via their P8Support person on this forum, so unless I hear otherwise, I still say their support was always above what I expect for what I paid per month. Always going out of their way to help, calling me back pronto, even on POTS, and when I did have a problem when I cancelled P8Support straighten this out to my complete satisfaction.

I will be the first to admit that I always judge P8 harshly when I first hear of a problem, but in the long run it seems, that Packet8 always does the right thing. After all they are still relatively new at all this and have not had 125 years experience. What excuses/reasons do the telcos offer for bad CS, after all that experience including very very premium prices.

Just my thoughts.

EDIT: My understanding is that P8Support works for Packet8 and is very generous to offer their help on this forum now and in the past, but is not actually a CS representative. In reading my first sentence above it sounds like that, but isn't as far as I know. Thanks P8Support for your help.

P.S. Of course I'm not condoning if what supposedly happened did indeed happen. But, there are always two sides to every story as we have all experienced.

2ND EDIT: spelling, I can't seem to get it right the 1st time.]]> http://www.dslreports.com/forum/remark,13028894 Mon, 28 Mar 2005 21:01:59 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13028707 XPAMD : When I used to work as a tech with Bellsouth, it would have been very easy for me or any of my collegues to change a users password--however we couldn't see the password.

But, and I say but. Our login's could be easily tracked, and easily found out.

I would assume Packet8 has some similar system that show's who touched your account database, and when, and why(notes about the call).

By law I know that this information can be obtain through a subpoena.
--
--P.B. Formerly BSFA "Tier 2" tech. John 3:16 ]]> http://www.dslreports.com/forum/remark,13028707 Mon, 28 Mar 2005 20:38:27 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13028618 ColMustard3 : Well, I just got to talk with a supervisor that informed me he's going to investigate when exactly the pwd was changed for me, and my whom.

Fortunately, the CSR I spoke with on Sunday morning generated a ticket and emailed it to me.

Once I hear back from Martin, I will post more info.

Also, although I may have been short with the CSR, I certainly do not deserve that kind of of retribution. I did not use profanity, nor did I tell him he his mother is a hamster.

I'm not really upset at the word itself, I'm upset that my account was messed with by the CSR. ]]> http://www.dslreports.com/forum/remark,13028618 Mon, 28 Mar 2005 20:25:45 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13028558 Medic63 :
said by Riss_Centaur See Profile:

I dont know what to make of it, other then I find it interesting there is a (.) period after the password. Just courious.
-Riss
I don't find it curious at all. Isn't it there just because it's at the end of a sentence? I can think of no other reason than that. ]]> http://www.dslreports.com/forum/remark,13028558 Mon, 28 Mar 2005 20:16:40 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13028204 cbrain : This would be a very humorous story if it didn’t involve such an important service. While there is no real harm so far, allowing an angry employee to alter a customer’s account is unacceptable. I may not blame P8 but I hold them responsible. Packet 8 should check their logs and determine for a fact what happened and who did what. If this complaint is bogus the story is over. If true, I would expect action. I don’t think any customer behavior justifies account sabotage. If the customer is out of line let management terminate the account, not play games. Packet 8 showed real progress the first half of last year, then little. I hope I made the right choice in provider. ]]> http://www.dslreports.com/forum/remark,13028204 Mon, 28 Mar 2005 19:38:46 EDT We Apologize http://www.dslreports.com/forum/remark,13028156 P8Support : We do not tolerate this behavior and 99.9% of time most of our customers report a very pleasant and helpful experience calling our support folks. If you ever run in to a less than professional experience just ask or call back and ask to speak to a supervisor or manager. You can also write me off line and I will have a senior person look in to your problem. Thanks for supporting Packet8!]]> http://www.dslreports.com/forum/remark,13028156 Mon, 28 Mar 2005 19:32:27 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13027948 chachalaca : As good a laugh as I got out of this, If true, this is still a bit on the outré side of acceptable behavior. And some rather large settlements have been made over much less egregious behavior than this.]]> http://www.dslreports.com/forum/remark,13027948 Mon, 28 Mar 2005 19:09:09 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13027868 piov_l9 : Lesson learn: treat people how you would like to be treated]]> http://www.dslreports.com/forum/remark,13027868 Mon, 28 Mar 2005 19:00:15 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13027858 piov_l9 : Everything is hearsay by the initial poster. You be the judge. ]]> http://www.dslreports.com/forum/remark,13027858 Mon, 28 Mar 2005 18:58:42 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13027712 OneHeart :
said by Monster Rain See Profile:

So why don't you tell us what you did to piss off this CSR? Every story has 2 sides ...
Ditto.
--
OneHeart ]]> http://www.dslreports.com/forum/remark,13027712 Mon, 28 Mar 2005 18:38:37 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13027534 anon : I dont doubt one bit that it happened. However unprofessional or unethical it was, you probably earned it. I seriously doubt if you called them in a calm and professional matter this would have happened.

So dont yell or scream because your VM isnt working the way it is supposed to, its a machine, its bound to fail. Posting here because the CSR changed your password to as*hole just shows what most of those on the other end want to do but professionalism keeps them from doing that.

To those that will end your service if this is true, well you should just quit using the internet period becuase as a previous poster has said, your a moron.]]> http://www.dslreports.com/forum/remark,13027534 Mon, 28 Mar 2005 18:16:10 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13027451 roastedbagel :
said by clickwir See Profile:

And, sorry if I offend anyone, but if you cancel service because of what happens to someone elses account, you're a moron.
Exactly, not necessarily a moron but not the right choice ]]> http://www.dslreports.com/forum/remark,13027451 Mon, 28 Mar 2005 18:04:39 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13027442 roastedbagel : I dont see why the first few people to this topic are saying they will switch from P8 if this is true due to customer service being horrible. Just cause one tech went crazy and did this, doesnt mean the whole company is to blame and you should switch service all together, I actually think thats a stupid choice and you should realize EVERY company has that wacked out employee that is capable of doing this. When there was a stint where a few deranged employees who worked for the USPS started shooting people, did you not use USPS anymore just cause of a couple of bad employees, no. If this is true, than yea, that employee was dumb for doing that, but I wouldnt cancel the service all together because of one employee who reset someones password to asshole. Personally I too find it somewhat comical. ]]> http://www.dslreports.com/forum/remark,13027442 Mon, 28 Mar 2005 18:03:24 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13027437 clickwir : While yes this needs to be taken up with P8 if it's true, I don't think it's up to some forum on the internet to decide if the employee is to be fired. Your not the boss, you don't make that decision.

And, sorry if I offend anyone, but if you cancel service because of what happens to someone elses account, you're a moron.]]> http://www.dslreports.com/forum/remark,13027437 Mon, 28 Mar 2005 18:02:40 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13027389 khex : I have to admit this was funny. I do hope, if true, that you contact someone in the company to handle this matter accordingly. Ask for free service for this abusive exchange. But even then, i recommend that you switch service since its not working with you properly.]]> http://www.dslreports.com/forum/remark,13027389 Mon, 28 Mar 2005 17:56:09 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13027364 pcdebb :
said by cbrain See Profile:

said by Skywise See Profile:

I work for a software company from seattle, we can set the cust's passwords to anything we want, however, cannot see the password.
Ditto! On every system I know, admin or root can reset anyone's password but cannot read an existing password.
when i worked for rr, we actually could see the password plain as day. it wasn't unusual for a user to call up asking for it. i dont know if they have a system where his password could be looked at tho, but it's possible
--
babbling | mvm]]> http://www.dslreports.com/forum/remark,13027364 Mon, 28 Mar 2005 17:53:21 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13027285 Monster Rain : So why don't you tell us what you did to piss off this CSR? Every story has 2 sides ...

regardless, it's unacceptable, but I'm curious to know. You had to do something ... I'm guessing you flaunted your technical knowledge in his/her face or something? Unless it was his/her last day on the job, in which case, this is pretty damn funny.]]> http://www.dslreports.com/forum/remark,13027285 Mon, 28 Mar 2005 17:42:29 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13027011 Mark Z :
said by Network Guy See Profile:

said by laserjobs See Profile:

Sorry but I thought it was pretty funny. What did say to the CSR?
lol x2 :D
lol x3 :D
--
My Wheels]]> http://www.dslreports.com/forum/remark,13027011 Mon, 28 Mar 2005 17:12:17 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13026998 mpegripper : whatever the truth is, this story is still hilarious]]> http://www.dslreports.com/forum/remark,13026998 Mon, 28 Mar 2005 17:11:17 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13026850 N10Cities :
said by nsumner See Profile:

Provided this is true:

I believe that you should call up P8. P8 should immediately dismiss the employee with due cause. That is extremely unprofessional...

What they should give you in return (or would make you happy) is another question I don't know how to answer. But either way the CSR who took the call should be discharged immediately.
He/she may already be gone....as the old saying goes "you can say anything on your last day at work!" :)]]> http://www.dslreports.com/forum/remark,13026850 Mon, 28 Mar 2005 16:54:18 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13026790 Chiyo : I dont' find this really true but maybe it is.. But why would you sit on a forum and then decide if you should call them back? That just doesn't make any sense I'd call them back in a heat beat and get a manager or someone in the higher ups to settle this (yeah I would prob calm down a little too) But still sitting on DSLR thinking about calling back doens't make sense.

If true, I hope you get settled and treated fairly and the jack#%# who set ur PW should be fired on the spot.]]> http://www.dslreports.com/forum/remark,13026790 Mon, 28 Mar 2005 16:48:47 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13026707 leedle : Wow-
If it is true, it is completely unacceptable.

In any case, I have heard of this sort of thing happening before-

A news story a while back reported that a customer service rep fed up with a customer disputing a bill and her refusal to pay, maliciously changed the "name" of the customer on mail correspondence to her residence. Items arriving at the customer's home were now being computer generated as "B*T*H* Pay your bills"... but without the *]]> http://www.dslreports.com/forum/remark,13026707 Mon, 28 Mar 2005 16:39:05 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13026701 Riss_Centaur : I dont know what to make of it, other then I find it interesting there is a (.) period after the password. Just courious.
-Riss
--
I have a plan so cunning you can pin a tail on it and call it a weasel!]]> http://www.dslreports.com/forum/remark,13026701 Mon, 28 Mar 2005 16:38:35 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13026655 woody7 : I would forward the email with the headers to customer support and let them take it from there....
--
BlooMe]]> http://www.dslreports.com/forum/remark,13026655 Mon, 28 Mar 2005 16:32:30 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13026644 anon : I have Packet8 service and also work with the P8 folks on a regular basis for corporate accounts activity my company is engaging in with them.

I am very shocked/suspicious of this. Either it truely was a rogue customrr service rep, or there's more to the story. In testing their customer service department, I have found them professional, courteous, and knowledgeable.

Their virtual office support group is one fo the best out there for tech support from a home VoIP group.

Adam]]> http://www.dslreports.com/forum/remark,13026644 Mon, 28 Mar 2005 16:31:49 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13026603 VansHSI : Obviously it's unacceptable.

But maybe you could also take a hint as well? :) Btw, I found it to be hilarious]]> http://www.dslreports.com/forum/remark,13026603 Mon, 28 Mar 2005 16:25:48 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13026539 Taranis : :D LMAO.. almost spit out my coffee...

Somebody's got some balls - gotta give 'em that. I wouldn't get too riled up about it though.. The CSR finally gave in to the temptation to blow off some steam once in awhile at their user base... ]]> http://www.dslreports.com/forum/remark,13026539 Mon, 28 Mar 2005 16:17:33 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13026499 schdy37 : I have difficulty believing that a customer cannot speak with a supervisor and discuss this problem. I called P8 2x today just to see if I could get thru to someone. Both times I had no problem and the people I spoke with were very nice.
I suggest the original author call again and discuss this problem with a supervisor.
If you have a problem I will be glad to discuss it with P8 on your behalf.
This is a very strong accusation and top mgt of P8 should be notified to take the necessary corrective action or be given the ability to defend themselves on this Forum.]]> http://www.dslreports.com/forum/remark,13026499 Mon, 28 Mar 2005 16:12:44 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13026115 cbrain :
said by Skywise See Profile:

I work for a software company from seattle, we can set the cust's passwords to anything we want, however, cannot see the password.
Ditto! On every system I know, admin or root can reset anyone's password but cannot read an existing password.]]> http://www.dslreports.com/forum/remark,13026115 Mon, 28 Mar 2005 15:28:30 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13025997 Skywise : I work for a software company from seattle, we can set the cust's passwords to anything we want, however, cannot see the password.

-Sky]]> http://www.dslreports.com/forum/remark,13025997 Mon, 28 Mar 2005 15:13:39 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13025703 yitz98 : I would like to start by saying that i don't no whether to belive this or not, and don't want this post to be thought of as calling the original poster a liar.

I have a couple problems though. Whenever I would call a company to have my password changed, they are NEVER able to manually change it. Its always a computer generated letter/number combination. Obviously to prevent misuse by anyone. Then once the user logs in, he/she can change it to whatever they choose.

Is it at all possible, 'colmustard' actually chose this as his password, and forgot maybe. After all, he did choose "forgot password, send by email."

Again, i'm not saying he's a liar, just raising the question. ]]> http://www.dslreports.com/forum/remark,13025703 Mon, 28 Mar 2005 14:36:46 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13025573 Medic63 : Is there any chance someone else could have reset your password? Did you have an argument with a "significant other", perchance? Did you tick off a friend? Did anyone have access to your computer lately?
Do you use RoboForm or some other type of automatic form filler? That would make it very easy for someone to gain access to your account.]]> http://www.dslreports.com/forum/remark,13025573 Mon, 28 Mar 2005 14:22:12 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13025470 nsumner : Provided this is true:

I believe that you should call up P8. P8 should immediately dismiss the employee with due cause. That is extremely unprofessional...

What they should give you in return (or would make you happy) is another question I don't know how to answer. But either way the CSR who took the call should be discharged immediately.]]> http://www.dslreports.com/forum/remark,13025470 Mon, 28 Mar 2005 14:11:23 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13025387 IanR : There are 3 options here:

1) The poster is making this up.
2) There was a hostile conversation with customer support and we have not been given full information.
3) There is a CS Rep who is off their "rocker".

I have to add (1) & (2) because the normal response would have been to pick up the telephone and call a supervisor w/o delay. Either way there is a need for follow up asap.]]> http://www.dslreports.com/forum/remark,13025387 Mon, 28 Mar 2005 14:00:39 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13025094 Trimline : Mustard:

Write down on paper, the date/time of the call and the sequence of events including your e-mail. Try to be as "objective" as possible, no hysteria or personal opinions, or he said, she said stuff.

After editing it down, call and ask to speak with a supervisor , insist the call is personal and can't be discussed with tier one, two or three. Stick to the edited list. Also, be prepared to answer this question as well, "what would make you satisfied".

Let us know.
--
FWD#537129]]> http://www.dslreports.com/forum/remark,13025094 Mon, 28 Mar 2005 13:23:12 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13024971 SLW1 : I don't understand how they can claim to have "superior customer service", when you have instances like this coming up. I would 'try' to get this escallated to a supervisor.

They cannot cancel you for bringing this to their attention. It's a personnel issue on their part.

Did you get a name of the rep you talked to?

Good luck!]]> http://www.dslreports.com/forum/remark,13024971 Mon, 28 Mar 2005 13:07:17 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13024807 voiplover : Now I know what to use if my pass word fails to work. :D
Thanks for the laugh! :D:D:D]]> http://www.dslreports.com/forum/remark,13024807 Mon, 28 Mar 2005 12:46:01 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13024704 lmjh7065 : Why don't you reply to the e-mail with:

"Why don't you osculate my posterior"?

If this is true, then in my opinion Packet8 support has gone from the best (when I got service back in June '03), to totally unprofessional/unacceptable and down right nasty. Maybe they had to get upper management to fill in for some regular CS personnel who quit.]]> http://www.dslreports.com/forum/remark,13024704 Mon, 28 Mar 2005 12:32:00 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13024703 Network Guy :
said by ColMustard3 See Profile:

I don't want to make a rash decision and cancel my account (and thus lose my number).
There's nothing rash about it, unless you're unwise enough not to wait for porting the number elsewhere.]]> http://www.dslreports.com/forum/remark,13024703 Mon, 28 Mar 2005 12:31:46 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13024693 cbrain :
said by ColMustard3 See Profile:

I'm still trying to figure out what I'm going to do. When I do call them about this, I want to make sure I'm calm and reserved. I don't want to make a rash decision and cancel my account (and thus lose my number).
Did you get into a fight? What was he responding to? Hesitate now and it would seem your account or number could change when you are less ready.]]> http://www.dslreports.com/forum/remark,13024693 Mon, 28 Mar 2005 12:30:32 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13024656 ColMustard3 : I'm still trying to figure out what I'm going to do. When I do call them about this, I want to make sure I'm calm and reserved. I don't want to make a rash decision and cancel my account (and thus lose my number).]]> http://www.dslreports.com/forum/remark,13024656 Mon, 28 Mar 2005 12:25:07 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13024632 cbrain : Regardless of how true this may or may not be, I'm disturbed a front line tech can, and would do this. What else could such a person do if really angry? There’s a big difference in a verbal exchange and altering your account. If proven true, I would expect Packet8 to discharge him. If they did not, I too will be changing service.

Have you made contact with P8?]]> http://www.dslreports.com/forum/remark,13024632 Mon, 28 Mar 2005 12:22:40 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13024611 Network Guy :
said by laserjobs See Profile:

Sorry but I thought it was pretty funny. What did say to the CSR?
lol x2 :D]]> http://www.dslreports.com/forum/remark,13024611 Mon, 28 Mar 2005 12:20:06 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13024538 stephenju : Wow. If this is true, I will be switching from P8. It's just plain terrible.]]> http://www.dslreports.com/forum/remark,13024538 Mon, 28 Mar 2005 12:11:57 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13024495 laserjobs : Sorry but I thought it was pretty funny. What did say to the CSR?]]> http://www.dslreports.com/forum/remark,13024495 Mon, 28 Mar 2005 12:06:55 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13024472 rcilink : call-- get a supervisor.. or maybe the PR person! That shud get you 6+ months free service.. :)]]> http://www.dslreports.com/forum/remark,13024472 Mon, 28 Mar 2005 12:04:18 EDT Re: [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13024464 Trimline : That's just rude and unacceptable professional behavior. Did you get a ticket number logged? I'm sure the helpdesk supervisor would like to hear from you directly.
--
FWD#537129]]> http://www.dslreports.com/forum/remark,13024464 Mon, 28 Mar 2005 12:03:21 EDT [Packet 8] Customer service doesn't like me http://www.dslreports.com/forum/remark,13024430 ColMustard3 : I called P8 last Saturday to inquire about my voice-mail not working properly. Everytime I would hit 3 to delete a VM, it would just play the message over again. Well, apparently I must have ticked off the CSR. I went to logon to my account via the web site and it kept giving me an incorrect pwd message.

So I hit the Send Password button and got this in my mailbox:
------------------------------------------
The password on file for your account is ---> asshole.

If you did not request your password, please change your password to ensure the security of your account.

If you have any questions or require further assistance, please contact Customer Support.

Packet8 IP Telephone Service
Packet8
1 (888) 898 8733
------------------------------------------

Note, I did not request my pwd reset on Saturday. I guess it was done for me as a bonus.]]> http://www.dslreports.com/forum/remark,13024430 Mon, 28 Mar 2005 11:58:35 EDT