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?
I’ve definitely gotten angry about a situation while on the phone with a customer service rep, but not with the rep themself. I make it a point any time I’m audibly angry when on the phone to state that I’m angry at the company, not at the person I’m speaking with, and that I understand that it’s not their fault. It seems to help a lot; I used to work in customer service and I sure appreciated it when people made that distinction to me. It’s okay to be upset, just don’t take it out on a CSR.
Honestly this is pretty much it. Sometimes you have to be pretty aggressive to get companies to do the thing you need; they will take advantage of the social friction required to keep you in predatory arrangements. They literally design it to be frustrating so you’ll give up. Like you, I try to make it clear to the person I’m speaking with I have no problem with them just the business. But if the corporations require me to get mad to do the right thing I will get mad.
I have a friend whose family immigrated to Fiji from India before coming here. He’s bi-cultural, and his super-power comes from his heritage.
Also, he will wait on the phone and talk to as many reps as required in order to get a discount. In CANADA, his full-up TV package - sports, streaming, movies, 1gbps internet, etc - is $1 for the next 2 years. Then he’ll call again and bring up the days where things didn’t work, mention how this is a consistent pattern they promised to eliminate, and launder all that into another 2 years just so they can be rid of him. He outlasts them.
In person at an apple store.
I bought an iphone used off a friend who stopped being my friend immediately after. I never wanted an apple product, but my phone broke, I was poor and he sold it to me for $50.
I didn’t know you needed the apple id and password to SIGN OUT of anything. I sent him messages, did the whole “click here to request a new password” thing so he would get an e-mail about it…to his apple e-mail which, let’s be honest, no one uses.
Not being able to use the full functionality sucked, but I could manage. What was worse was receiving pictures and messages intended for him.
I did what any sane person would do and brought it to the apple store. The first person who helped me repeated “Our security systems protect your privacy” so many times, no matter what I said, I lost my shit, shouted “I would like to sign out so I can stop seeing nudes of this guy’s girlfriend!”
They didn’t help and I bought an android.
iphones are decent devices from a security standpoint, but useless if someone is still signed in. Your former friend sold you a $50 brick
It still worked as a phone.
Calling features “Security” when they significantly reduce the secondary market is a convenient way to increase profits.
Its security because people can’t steal someone’s phone then reset it.
Because otherwise the thief would return the phone to it’s rightful owner?
Because people don’t steal phones anymore
Tell that to cycling phone snatchers in London
I had this issue with an Android recently - but it was my own phone, an old one I wanted to test a SIM on. I couldn’t remember the PIN, couldn’t even recall having a PIN for this phone. I had to dig deep through the tech forums to find a solution, but got there eventually. And yes, I read that over and over during my search, “it’s for your security”. Argh!
given Apple’s primary goal is “more things sold”, this is completely on-brand. Better, worse, secure, not; whatever the phones are or are not, every effort goes back to “more things sold”.
No, its a consequence of increased security and the inconvenience of have to sign out and create a new account when reselling the phone was an acceptable compromise, rather than an intended ‘bonus’ side effect. A lot of times companies do do that, but this wasn’t one off them.
This was your friend’s fault, and yours to trade cash before understanding how the system worked.
I had a flat tire at midnight once. Tried for about an hour to change it myself before calling a tow truck company that said it was open. Got routed to a call center who said they had to contact one of their freelance trucks, after paying $250 over the phone. A little more back and forth and about 90 minutes later (when they said it’d be 30 minutes), no truck ever appeared. The call center (third rep that night) called and said the one person they had working tonight broke down outside of cell service, can they come out in the morning? I said that won’t work, I’ll just cancel and get a refund. They said it’d take 3-4 business days to get the refund and there’d be a $50 refund processing charge.
I didn’t quite blow up at them, but any time I have to stand up for myself I get shaky and struggle to keep the anger out of my voice. I explained (several times) that there was no way that was acceptable and that I would like to speak to their manager. “I spoke to my manager and there’s nothing we can do, that’s just the cost of processing a refund.” Well I paid for services that I didn’t receive, due to no fault of my own. Let me speak to your manager. Another hold. “My manager is willing to pay the refund himself this one time.” Yeah ok sure thanks bye.
20 minutes later my tire was changed by a different tow truck company who had a real employee answer before the second ring, had multiple trucks on duty, didn’t even ask for payment until after the work was done, and it was about $80. I fully expected to have to issue a chargeback for the first company’s charge but fortunately it never showed up on my card statement.
This is what charge backs are for FYI.
“I’m sorry, but you failed to provide a service. Either give me a full refund or I will start the charge back process with my credit card company and you’ll be forced to explain why your refund policy violates their ToS and any penalties that arise from that process.”
Also, if you can and can do so without overspending, this is why it’s best to use a credit card for all purchases rather than cash or debit. Can’t do a chargeback if you didn’t use a credit card.
Yes, although for a good reason.
I ate at a fairly well-known cafe where I live, and had a sandwich and side salad. I finished the salad, and near the end I felt a weird crunch in my mouth. Suddenly I could taste blood near my gums, and when I looked at what was left of the salad I could see broken glass.
Obviously, I was a little panicked, and my wife quickly called someone over to say that there was glass in my food. One person stayed with me while the manager went to the back, and found out that one of the chefs had broken a glass on the table, but had just washed the salad clean rather than throwing it. By this point I was really embarrassed because around 30 people were staring to see what was happening, given that I had blood coming out of my mouth
I said that this was probably in other people’s food, so they should probably tell others, but instead of responding they handed me cash to cover our meal, apologised, and walked away. I shouted at them to say that they shouldn’t ignore it because others were eating the same salad. My wife chimed in and told everyone that we had found glass in the salad and that they shouldn’t eat it.
I’ve never gone back, but a few years later I had told someone that story and they said that they’d heard a rumour about it from locals, so it seems that people remembered that story and stayed away.
A few times. Usually, like many others, I let the rep know that it’s not their fault but I’m angry and try to escalate to someone who has the authority to assist. Three times I went over the line. I’m going to leave out a lot of details on the ISP ones because one would be far too long and the other could potentially out some of the parties involved. It helped in every case, and I genuinely feel bad about one because I could have gotten someone fired.
Once an HP rep stonewalled me for hours and I baited him into saying something fucked up on a recorded line. I hung up, called back, repeated what the rep said, informed them that it was recorded, and asked for a supervisor. I got one immediately and got my problem solved. I’m not proud of the way I handled it but I was young and not thinking about how my actions might affect others.
Another time was a national ISP. Every single time I called all the supervisors were in a meeting (yeah, right). My service worked almost 2 out of every 3 days and I wasn’t getting nearly the speeds I was paying for. I got on with a rep who told me about yet another supervisor meeting. So I said I’ll hold. I told him that I had vacation time and no Internet so I had nothing else to do but fuck up his call time statistics and tell dirty jokes. In those days at that call center they weren’t allowed to hang up unless you were straight up abusive. He blinked before I did because he was supposed to have already gotten off work and I was in the middle of telling bad limericks. So I got a supervisor and they actually got me fixed up the next day.
The last time was a different (local this time) ISP. I had requested specific times for repair because I was working nights and had been without Internet for weeks. I was told that was no problem. But they repeatedly showed up in the middle of the day (supposedly, I never heard from them so they weren’t ringing the doorbell but every time I called they claimed to have come out and no one was home) and telling me it’s my fault for being asleep and never letting me talk to anyone except for the receptionist. So I called one morning insisting I needed to talk to someone else because it had been weeks and she wouldn’t put me through so I let out a string of curse words and the supervisor interrupted me telling me not to talk to their employees like that. I told her about all the trouble I’ve had and that since she was there and had the receptionist lie to me about her being busy that I didn’t give the slightest shit what she thought. I told her that I was coming off nights and unless she wanted me up there every day I had off explaining to anyone in a suit walking in exactly how I was treated and that she was having her employees lie for her she’d have someone out that evening who would ring the doorbell and fix my shit.
It turned out that the issue was with their connection at the box on the outside of my apartment building so they should have been able to fix it without my input at all. No one bothered to fucking check. I seriously don’t think anyone came out but I can’t prove that.
Yes, after the rep had personally been trying to play dumb for almost 30 minutes. As a CSR myself I know it shouldn’t take 30 minutes to explain your delivery person THREW MY PACKAGE OVER MY 8 FOOT FENCE FEDEX I FUCKING SAW THEM DO IT. THE PACKAGE SAID FRAGILE ON IT YOU STUPID CUNTS WHY IS THIS SO HARD TO UNDERSTAND I HAVE SECURITY FOOTAGE
I kinda blacked out because I absolutely loathe being unkind to customer-facing workers but dear Christ this was a $300 object and I could hear the smugness as the guy played up his Indian accent (suddenly much more understandable after I snapped) while saying “I’m sorry sir I don’t see what the problem is they delivered your package???”
Fuck that guy, he deserves nasty customers every call
There’ve been a couple times. I make a distinction between frustration at the company and the person, but sometimes you run into reps that are willfully unhelpful or actively malicious for their own gain.
Two cases come to mind. I’ve had an ISP rep call me about updated prices, who then proceeded to try and sell me a broadband and streaming bundle subscription. I would have gotten a slightly faster speed, plus the streaming BS. Same price as I was already paying.
I specifically asked if unbundled contracts had also been changed, and the dude said “no”. I checked the prices online while still on the call, and the bastard was straight up lying. Without the streaming bundled, the price was lower and came with even more speed. I told him this, and he asked “oh do you want that then?”. I replied “yes, but not if it gives you a sales bonus”, so I hung up and signed up for the new contract via the ISP website.
In the other case I was shopping for jeans, and the store rep repeatedly handed me elastane-ridden skinny jeans a few sizes too small, insisting they’d look better, even as I kept telling him the exact size I wanted, and that I preferred the 100% cotton denim, loose fit jeans. At the fourth pair of skinny jeans I told him to fuck off, and just went through the store myself until I found what I was looking for.
One thing I hate is when I finally reach a human being and it’s clear that the rep is being forced to read a script. And that means they probably have little to no ability to solve my problem.
Management is wasting both our time with their CYA, boilerplate BS
I worked phone support for a few companies for a few years, this is how to Karen: Try to bait the ai, companies are liable for promises made by their hallucinating chatbots. Chat support first, who wants to talk to people? If you do need to call, enter identitng information once, then repeatedly press 0 to get human support. Ask tier 1 support, if they say no then flex that Karen superpower “I’ll need to speak your manager”; those people are individuals just collecting a paycheck. If the floor manager (many have a 3x request policy) can’t see the situation from the human perspective and resolve/waive, they will only care if someone above them gets upset, the ways to do that are threaten legal action. No sovciet bs, but it helps to use contract terminology like “agreed upon terms”, “failure to meet industry standards” and “breach of contract”. If they don’t get jostled immediately, your next escalation is tag the intern on social media with a negative sentiment; or Google the company name followed by email for the office of the president. This is the pr address, CEO assistant or community director which again have the power to step in and resolve. You can also think outside the box and leave negative play store reviews (different intern).
Each conversation should be less then 2 minutes + wait time and if that can’t resolve it, you need to close your account (which might take you to retention!) or potentially move. You can justify 1 more call during a different shift. There is no need to get mad, state that are you upset and are looking for resolutions. Use an I feel statement, and be sure to ask to leave notes on the account regarding your conversation. They have a UI with comment fields in the ticket that are displayed while you are on the phone and it helps sell the situation with comment history.
This is actually helpful advice, thanks!
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Yep, but i felt really bad afterwards. Purchased tickets on American airlines on short notice due to the death of my wife’s close aunt. The trip had a connecting flight and our first flight got delayed by an hour (np plenty of layover time left). then when we land the plane taxied for over an hour giving us about 10 panicking minutes to make the connection, but if we ran we could make it.
we didn’t, The terminal was much farther than expected. in the rush, my wife lost her ID, which added to further frustration. maintaining decent composure up until we go to the AA desk to schedule our alternative flight. The flight we were supposed to go on was the last flight for the day. and the next one wasn’t until next day evening.
well that was not going to work because the funeral was in the morning. We asked if we could fly to another city (equidistant to rural home) but the clerk was really firm on that the flight had to be to my destination. after all, our bags made it there.
that was what cocked the hammer back for me. I asked to speak with someone higher and they gave me a number, and boom i was pretty irked and very rude to the service rep who had the patience of a saint. She did get us on the soonest flight to the other city. My wife was crying with relief and i was sobbing my gratitude and apologizing for my behavior. the Service rep brushed it off like it was business as usual and tells me to have a nice flight.
Aside from having to go purchase new clothes at 1am, we made it to the service a few hours later.
I just ask for the next tier of support.
Lots of tier 1 support aren’t even armed to do much troubleshooting. 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.
In your case, I would ask for a rep to be assigned your case number and get their phone number so you have one point of contact. Whether they actually do that for you is another matter, some companies put very little emphasis on customer service and support once you’re already a paid customer.
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.
It might be worth switching providers. Starlink and 4G ISPs (TMobile, Verison) are surprisingly good.
If you are willing to switch, tell your current carrier and sometimes that will light a fire under them to actually address the Support call. We had that happen recently. Internet went out. The issue was outside our house with the provider’s line. They said they’d send someone a week later, so we pointed out it would be faster for us to switch providers, to which they replied, “We can’t get there tomorrow but how about the next day?” We accepted and they actually did fix it in two days instead of seven.
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 :(
I did. Back in the old days we had phones connected to wires called land lines. The phones were controlled by shitty companies similar to cell service providers or cable companies (almost as archaic as land lines).
I was having trouble getting my land line up and running after a move. A bad day at work, money trouble, and a phone that still wouldn’t work, set me off. I totally lost my shit on a poor, under paid rep. I mean, I went off. It was brutal. I think I made her cry. The people in the room I was in (rental office at the new apartment complex) all left the room.
After a solid 2 or 3 minutes of me just ripping into this innocent person, I caught myself. I realized what I was doing mid-rant and just stopped. I sort of gasped and said “oh god. What the fuck is wrong with me?” or something similar out loud. I spent the next couple of minutes apologizing and telling this person how big a shit head I was being. I admitted that I had crossed a line, commended them on their professionalism, and took full responsibility for making this their problem when it clearly wasn’t. I was sincere and I was honest. I told her that she should hang up on me and make a note in my file that I’m a problem. I also said that I’d never yell at a rep like that again. And humbly asked if ther was anything she could do to help me. She did. She solved whatever bullshit problem there was and was so rad to me.
She went so far above and beyond after I treated her like shit. That was close to 30 years ago and I still have never even raised my voice to a rep since. As bad as some places are, as poorly trained as some reps are, even as shitty as some reps are, I’ll never forget how rotten a person I was in that moment. I don’t want to be like that. That’s not the kind of world I want to live in. And frankly, fuck a dude that would talk to me like that.
Yes. There was a new streaming service that I signed up for. I used an email alias and the confirmation email never arrived. They had no way to change my email address or activate my account except for me clicking the link in my email.
After a month my free trial expired (without me ever being able to log in), they added a second month of free trial while trying to activate my account. This went on for 5 months, finally the 6th month they did not give me another free month and I was charged. Still no solution for the situation. 7th month arrives and I get charged again. The 8th month I lost it. I knew most of the support and customer service reps at this point as I had talked with also all of them multiple times a week for months. But with no solution in sight and being charged for multiple times months I finally lost it on one of the CSRs. Surprisingly while I was on the phone with them they were able to cancel my account and issue a refund.
Not on the phone but I had to threaten the Bitdefender E-Mail rep with a lawsuit in order to get my money back.
A few months into my 2 year subscription I changed my e-mail associated with my Bitdefender account. Thereafter all mail I got from them went to that new email, as it should. A short while after that I switched over to Linux and my “need” for an AntiVirus evaporated entirely between Linux’ workflow not really requiring one anyway and me learning how little AntiVirus Software offers over the default Windows Defender. Queue forward to the end of that 2 year subscription (whose auto-renewal I had disabled before leaving Windows exactly to prevent what happened anyway but alas I have no proof of that anymore) I notice a really weird charge while reviewing my credit card statement. A charge that by all accounts should not have been there and one I was not made aware of beforehand. Guess what, those fucks sent only the mail about the upcoming renewal to the old email account which I had no reason whatsoever to suspect would still receive mail from them. Curiously the mail about them cancelling the renewed charge after I went off on them was sent to the new email again…
Initially the customer service said “oh well can’t do anything here’s a 50€ discount” until I lost my cool and threatened to sue them for theft because by all reasonable standards I could not have expected them to inform me on my old email about this upcoming charge.
On that note my stance was reaffirmed: Between and AntiVirus and an actual Virus I’d pick the latter, at least those are upfront about their motives and intentions instead of pretending to provide you with a service.
My dad always told me the squeaky hinge gets the grease. Generally I try to make it eady at first, but if nothing works, thats when its time to start getting angry.
The squeaky wheel gets the grease… until it gets replaced. Squeaking works in the short run.
