williemach
join:2008-05-01
 ·SONIC.NET
edit:
May 4th, @05:17PM
| reply to DaneJasper
Re: Line loss
My major concern here is that your company should be experts in DSL and broadband connections. I felt like I was dealing with entry-level support individuals who knew less than I did after performing a Google search on how the phone company's provisioning works. Perhaps they were too much of an expert that they failed to tell me all the possible things that could go wrong. I'm not saying I am right here, I should have went back to my e-mail 7 months ago and pulled up the disclaimer... I'm not sure if I even have it anymore.
If you think about it, a possibility of having a lapse in service for 10-20 days (like you mentioned) can be pretty serious for some and perhaps an automated message should be attached to the DSL moving service on a users member page when performing this task. Simple enough, no?
However, the major flaws in this company is that lack of understanding of general customer service. Do not promise things you cannot keep. For instance, if you look up my technical support record, one support agent said they'd give me a call back after they find out what was going on with ATT. I gave them my mobile phone number and not a single call was made. These are such small things that could make customer service excel. Don't promise things you cannot deliver. I could've lived with, "I don't know what is going on, but if I find out something I will give you a call".
I personally believe that there are serious gaps in communications within departments and I experienced it first hand on my phone call on May 1st. If you work for a company, you don't blame another department for the failings of a situation. You collectively work together to resolve the issue and look for ways to improve in the future, but you NEVER blame another department/coworker/policy for it's failings.
I'm more than happy to voice what I feel what went wrong, but if you simply pull up my account and the ticket information, you can see the holes and the little information I received on the situation. Once again, I can't voice how important it is to relay information. Customers of an expert company of a broadband/DSL provider should never have to Google up information about how DSL works, otherwise they could just go to competitors and buy up a simple DSL package and hook it up themselves. |
