_pete_Aug 5, 2024

Be honest: have you ever lost your temper with a customer service rep? And did it ever help?

https://lemmy.world/post/18319644

Be honest: have you ever lost your temper with a customer service rep? And did it ever help? - Lemmy.World

I’m having a hell of a time with my current ISP (sitting at 18 days now without a connection) and I’m having to bite my tongue every time I’m talking to them (Remember The Human and all that) Whilst the front line support are nice people and answer the phones quickly they are honestly pretty useless and they never really sound like they know what they’re talking about, also seemingly none of the departments seem particularly good about communicating what’s going on so it’s hard to get a straight and useful answer out of them. Have you ever lost it with a rep? What happened? and did it ever help push things along?

Show threadVanthAug 5, 2024

I just ask for the next tier of support.

Lots of tier 1 support aren’t even armed to do much troubleshooting anymore. They are there to enter tickets and to advise the cookie cutter “have you tried turning it off and on again” type answers and to give scripted explanations of known outages or bugs. More advanced troubleshooting gets done by higher tiers.

Show thread_pete_Aug 5, 2024

This had already gone past the first level “customer service” level to the 2nd level “technical support” team who sat on it for a couple of weeks, they’ve apparently now escalated it again and they’re waiting for their “network team” to take a look at it.

I’ve basically lost all hope with them at this point.

Show threadBombOmOmAug 5, 2024
It might be worth switching providers. Starlink and 4G ISPs (TMobile, Verison) are surprisingly good.
Show thread_pete_
I’m in the UK, we have a system for switching ISPs that is apparently relatively painless so I’ve started that process but it’s apparently going to be another 2 weeks before the switch can happen :(
Aug 5, 2024 at 9:09pmWeb