ColMustard3
join:2004-07-16
Folsom, CA
| [Packet 8] Customer service doesn't like me
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. |
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Trimline
Premium
join:2004-10-24
Orlando, FL | 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 |
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rcilink
Premium
join:2003-12-15
Manchester, NH | reply to ColMustard3
call-- get a supervisor.. or maybe the PR person! That shud get you 6+ months free service..  |
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laserjobs
Premium
join:2004-05-02
Las Vegas, NV | reply to ColMustard3
Sorry but I thought it was pretty funny. What did say to the CSR? |
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stephenju
Premium
join:2002-05-17
Bedford, MA | reply to ColMustard3
Wow. If this is true, I will be switching from P8. It's just plain terrible. |
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Network Guy
join:2000-08-25
New York
 ·PHONE POWER
·Broadvox Direct
 ·Verizon Online DSL
| reply to laserjobs
said by laserjobs  :Sorry but I thought it was pretty funny. What did say to the CSR? lol x2  |
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cbrain
join:2000-05-21
Silver Spring, MD
·VoicePulse for Bus..
 ·Verizon FIOS
 ·Comcast
·Future Nine Corpor..
·VoiceStick
·Packet8
|  reply to ColMustard3
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? |
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ColMustard3
join:2004-07-16
Folsom, CA | 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). |
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cbrain
join:2000-05-21
Silver Spring, MD
·VoicePulse for Bus..
·Verizon FIOS
·Comcast
·Future Nine Corpor..
·VoiceStick
·Packet8
| said by 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). 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. |
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Network Guy
join:2000-08-25
New York
·PHONE POWER
·Broadvox Direct
·Verizon Online DSL
| reply to ColMustard3
said by ColMustard3 :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. |
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lmjh7065
Premium
join:2001-04-04
Cincinnati, OH
·QuantumVoice
| reply to ColMustard3
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. |
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voiplover
Premium
join:2004-05-28
Portsmouth, NH | reply to ColMustard3
Now I know what to use if my pass word fails to work.
Thanks for the laugh! :D:D |
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SLW1
Premium
join:2005-03-18
Minonk, IL
| reply to ColMustard3
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! |
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Trimline
Premium
join:2004-10-24
Orlando, FL
·Callcentric
·AT&T Southeast
·RoadRunner Cable
| reply to ColMustard3
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 |
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IanR
join:2001-03-22
Madison, NJ
| reply to ColMustard3
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. |
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nsumner
join:2001-12-13
Israel
| reply to ColMustard3
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. |
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Medic63
join:2004-02-15
Butler, PA
| reply to ColMustard3
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. |
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yitz98
join:2003-05-06
ISRAEL
|  reply to ColMustard3
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. |
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Skywise
join:2004-03-26
Portland, OR | reply to ColMustard3
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 |
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cbrain
join:2000-05-21
Silver Spring, MD
·VoicePulse for Bus..
·Verizon FIOS
·Comcast
·Future Nine Corpor..
·VoiceStick
·Packet8
| said by 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. Ditto! On every system I know, admin or root can reset anyone's password but cannot read an existing password. |
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