| reply to shaded
said by shaded:i think you're missing his entire point. I believe they are too.
It's all about customer service, and that requires communication.
Not short notice communication, without a lot of detail. But real communication.
I'm going to take a side-trip here, to highlight something...
When I signed up to Teksavvy's phone service about 18 months ago, I received a bill. That bill didn't indicate when the service period was. It only indicated the due-by date.
This means that I have no idea what date the phone service I'm paying for, is being applied to. I don't know anyone else that does that -- and worse, it isn't even apparent *what* the date is for on the bill.
When I first received the bill, I had to call in. I had to ask why I was being billed for a different date. Did Teksavvy have the date on the bill wrong? Were they billing me, by accident, for days of service I did not use, before I was connected?
I mentioned this to a customer service rep, and even sent in an email to that effect... hoping that the very simple change of putting the service period on the billing line would be done some time soon.
18 months later, and my newly acquired Teksavvy Internet has the same problem. Worse, it had been 18 months since I thought about this, AND when I signed up my initial connection date was the 6th. So, when I received a bill stating a due-date of the 6th, I had to wonder...
Did Teksavvy mistakenly start to bill from the missed activation date, instead of the real activation date?
So, I emailed, and received this:
"Our services are all billed out 5 days in advance. Your activation date was
the 11th therefore on the 6th of the month you are paying for the 11th of that month to the 10 of the next month."
Why does it simply not say this on the bill? In the last 18 months, Teksavvy was able to change the bill in many ways, but apparently not provide that simple bit of information.
Again, lack of communication on Teksavvy's part, wasting my time, and their customer service reps time.
So, again, back to this notice. Why not simply provide more info in the maintenance window? Why tell people with such short notice, so that they are unable to plan?
Again, it all comes back to a massive failure at communication. It's the little things that often make the difference. |
·