Angry phone calls to Sympatico

[mousme]

So Sympatico received two angry phone calls from me. One last night, because I *still* hadn't received my damn power cord. I spoke with a supervisor, who very quickly got put on my Shit List. I have never, ever had anyone be as impolite to me over the phone (as a client, that is: as a customer service rep I've had plenty of rude customers). I was shocked, to say the least. He basically implied that Sympatico's incompetence was somehow my fault, that it was somehow my problem that no fewer than three people had misunderstood my problem and given me contradictory information.

He then proceeded to tell me that he couldn't, nay wouldn't, solve my problem. I remained polite, but got a little testy at that point, and insisted that, at the very least, I be credited for the two weeks' worth of internet that I hadn't had. He told me it wasn't his problem, that I'd have to speak to the billing department in the morning, and that it was up to me to find my own replacement power cord.

[insert swearing here]

I did not swear at the little man. However, I called the billing department this morning, and explained the situation to the nice girl who answered the phone. For one, she spoke French fluently, which was a step up from the people I'd had to deal with before.

She apologized profusely for the inconvenience and for all the contradictory information I had been given. She immediately credited my account, gave me the ticket number (which the rude supervisor *refused* to give me last night), as well as her full name and employee number, and offered to send me a new power cord within five business days. I refused the latter offer, since I was planning to go to FutureShop and get one myself today.

So I'm going to write a nice email to her supervisor, explaining the rudeness and incompetence of the others, and thanking the girl for her good service. She is the only one who delivered consistently good professional service, not to mentione basic courtesy. I wish to reinforce this among the customer service reps at Sympatico.

So I went out today and bought a new power cable. I don't know yet if I got the right universal adaptor, but we shall see. With any luck, I shall be connected once more come tonight. Wish me luck!

Comments

[the-adzo.livejournal.com]

My dad worked at a Bell call center a year ago, the magic words when calling is "I'm going to disconnect if you don't..." Unless you actually say the word DISCONNECT they are limited in what they can do for you, and yes, that is literally in their training. Sometimes Reps try to get you to say that word so that they can do what they want to do for you but they can't tell you to say it because they would be fired.

Bell is retarded.

[mousme.livejournal.com]

I worked at Bell Mobility, so I know a few tricks of the trade. I don't like using the "disconnect" threat because I know first-hand how much of a heart attack you're giving the litte customer service rep who's suddenly seeing a reprimand on their horizon just because five other people before them have been idiots.

Bell is indeed retarded.

[rowen26.livejournal.com]

Hopefully it will have fixed it.

I admire your moxy. I so would would have dissolved and imploded.
Today, you are my hero. :)

And good luck.

[dizietsma.livejournal.com]

I'm the kind of annoying bastard of a customer who would now follow up with an invoice to the billing department for the cost of the power cord you just purchased :>

[tcaptain.livejournal.com]

I wish you luck with your power cable. Power issues suck.

I think you have awesome restraint, much more than mine would have been in that situation. Rude customer service is a major pet peeve of mine (because I know I try to be as pleasant as possible when I call, having been on the other end).

Its great you did get a GOOD service rep the next day.

[alcinoe.livejournal.com]

I know that you were probably incredibly nice to those morons because you have been on the other end in customer service so I know absolutely they had no *reason* to be rude. It is really great of you to write a nice email about the one who was good, and just as important, letting them know of their crappy customer service you had to deal with. I always forget to ask their names until they are pissing me off, at which point that often won't give it to me.