Vent about Customer Service!!! Semi-Long Post

[miss_thenorth]

I am a Canadian--working for the largest American Cable company---in Canada.

I do the best job I possibly can to help Americans get their cable working again, calm their concerns about their bills, process their payments and answer whatever questions they might have.

I speak English extremely well.

I do the best job I possibly can.

I am extremely thankful that I have a job.

I sam upset over this thread.

 

[Dar]

Quote:
no one is upset with the great people who can speak english/french/spanish/or what ever language FLUENTLY..

i think what all the fuss is about is we as customers spend our hard earned money on services and when they dont work properly and we are trying to get the problem solved we are shoved across many country's and given to the country that bidded the lowest for the job...

and then to try and get a credit cause we have been without service for a week is almost impossible but heck dont be late paying that bill or you will have the service charges

 

[cluckychick]

As an english speaking person I want to speak to an english speaking customer rep. If I was spanish I would want a spanish speaking rep. It's that simple. Don't put me in contact with someone that doesn't speak my language.

For the last month I have been dealing with dish, trying to return my internet service parts. 1st guy said, "we'll send a prepaid box, you have 30 days to return it or we charge you". Fine, I waited 2 weeks and called them back. 2nd guy said "We can't send you a box but we'll send you a prepaid sticker". Fine, I waited 2 weeks got a bill for $300 sum odd dollars. I called them back madder then an old wet hen and told them there was no way I was paying this bill because they don't know what the heck their doing. Customer rep said "we'll send you a prepaid box and you shall have it within 5 days". It was a little longer than 5 days but I did get it. Of course the box came with instructions on how to package and so forth. They didn't have their label right, the contents of the box was wrong, I didn't have a number I was suppose to have, so of course I had to call them back. It has been a long drawn out affair and all I kept telling them was "just give me an address and I'll send this back and pay for it". Would they do that.......no.

 

[beak]

Outsourced customer service reps is one of 2 ways to bring the problem to your front door. The other way of course is when you loose your job to it. Bottom line is where it's at. Your corporations at work for you.

 

[SarahBeth9394]

I hate those canned answers. You ask a question and they read something off to you. This is especially bad when they don't even understand the question. I had to get an escrow payment question answered and the guy in India didn't understand and just guessed. I explained again in detail and got the same wrong answer. That's when I got pee'd off told him to get me someone who spoke American English. The last thing I needed was some idiot to screw up my account by thousands of dollars. I ended up talking to someone in Louisiana. I was so relieved. Since then if I hear an accent I automatically ask for a rep that speaks American English.

Don't even get me started on the loss of American jobs part of it.