Rant about the lack of customer service

[PWMDMD]

Walked in this morning and Internet, TV and 3 out of 4 phone lines worked. The new guy showed up having NO IDEA what was going on. As best I can tell, he did exactly what the guy yesterday did, he declared the main phone line from the basement to suite "weak" and that it needed to be replaced. I said I know, that's exactly what the guy yesterday said and he said you were the guy that would fix this problem. He said he was NOT THAT guy but THAT guy will be here sometime tomorrow to fix the "weak line" issue. The guy yesterday also replaced the modem and never left any information about the new WIFI sign in.

I'm not hopeful anything meaningful will happen tomorrow and I'm just going to bring in a wifi router from home.

 

[dogememe]

For internet, having a backup plan isn't expensive anymore. Starlink offers standby service. There are mobile based solutions as well from Verizon, T-Mo, AT&T.

I'm not at all blaming you - undoubtedly Charter sucks - I've never heard a good thing about them although I've never touched it myself as they aren't in our area. But if your business relies on internet it's easy/cheap enough to have a second internet service.

As for the phones, perhaps it's time to invest in a more modern phone solution... and it'll probably save you money. Plenty of options here ranging from Vonage business to a real cloud PBX service to Zoom phone to hosting your own Asterisk server on premises to UniFi Talk (which is available both as a first-party service or you can use their phones with third-party providers).

I don't know about TV but that's probably the least important thing here so I'm not going to mention it.

 

[wemay]

Companies don't want to pay what it costs to hire people who understand how stuff works. They will send out the lowest paid illegal who will claim to not understand English when you try to explain the issue.

I gotta tell you, I don't know the immigration status of the people I talk to on the phone, nor have I experienced someone in Customer Service claiming not to understand English. Have i experienced outsourced Customer Service (India, Southern Asia) assistance and the accents a little difficult at times? Sure.

 

[97K15004WD]

Be aware your home modem may not work. It has to have "sign on" privileges with the outgoing network and if you don't have the logon and PW, you aren't' going out on the net.

 

[PWMDMD]

Be aware your home modem may not work. It has to have "sign on" privileges with the outgoing network and if you don't have the logon and PW, you aren't' going out on the net.

Home WIFI router...not modem. Just needs to be plugged into the switch and IT guy can deal with firewall if there's an issue.

 

[PandaBear]

Typically it is because customers always choose price over quality.

Quality service cost money and it will have to come from somewhere. You either have to get a lot of competition in the market or you have to have a high margin to provide that.

I hate the courtesy shuttle Toyota provide, the driver was always making offensive jokes that I could report to have him fired, but the one from Lexus is always nice and professional and great at conversation like talking to a good account manager from a vendor. So yeah, same mechanical in the car but the service is baked into the price.

 

[Wylie6G72]

Hated to have to make this decision because I like to support local businesses, but this weekend I swore off bothering to drive to Lowe's or Home Depot looking for anything I need anymore. I needed several items from the plumbing department and after walking every aisle three times with no luck finding any of it, and noticing that there were no plumbing personnel anywhere to be found, I tried using the website, found the items I was looking for but none of them listed an aisle or bin number. Called the store number which promptly led to me getting trapped in A.I. hell. Never did get the information I needed and was never connected to a human being. I made one final pass to see if I could get lucky on at least one item, and I found an empty box where the outdoor spigot vacuum breakers are supposed to be. Got in my truck, went home and ordered everything on Amazon.

Customer service is non-existent, I believe due to the lack of any decent knowledgeable people to hire, combined with all corporations' strong desire to move everything to AI so they can minimize the number of human beings they have to hire. Home Depot.....never a human being at the check stand, always four self-checkouts which are always jammed full of people. This shows a great lack of care for their customer base and I'm not supporting that financially anymore. Amazon, I'm all yours.

 

[Owen Lucas]

Because proper customer service costs the company money...

I think the root of this is people raising children poorly, lack of morals and respect. Lower supply of nice people = higher cost for those skills?