Just Because...: CSRs, Be Warned…

Thursday, November 09, 2006

CSRs, Be Warned…

Meowmix can tell you – I’m not the nicest person when it comes to dealing with CSRs. I used to work for a cable company so I’m privy to some of the twists and turns with dealing with customers. The fact that I keep running into reps with little to no customer retention skills is frustrating at best.

CallMiner wanted to know about the last time I threatened to switch providers. My thought was “which one” and, in wracking my blonde brain, I finally thought of my favorite “manager – no let me speak to a manager” and the manager was as stupid as the CSR and guess what industry – CABLE!

When I first moved to Orlando, we had Time Warner cable. I make no secret about it – I never liked Time Warner – they were our direct competitor in Massachusetts so, having worked in the cable industry, I had a habit of checking things out and pointing out to them when they were wrong about things. On one of my last calls, I had a knock down, calm tone “You will listen to me” match with a CSR who seemed to think she was God’s gift to the cable industry. She kept telling me on my account that I ordered High Speed Data and it was activated – HOWEVER, it was not - why – because the dumb subcontractor had broken my laptop installing the card. Time Warner (now Brighthouse) was on my hitlist and this CSR thought that my High Speed Data (HSD) was active and running and was insisting on charging me. I kept telling her to credit my account and asked her what operating system they were running – when she told me she couldn’t tell me, I asked her if she was running CableData and it didn’t take a rocket scientist to issue a credit for services that were not working. It was a fight, I’ll tell you – with me threatening to cancel my service and blast the subcontractor AND Time Warner for their screw up and if this CSR kept it up, I’d have her head on a block too. When I realized she just couldn’t get the big picture that my HSD was not working, I got her manager (which also was a struggle) and that manager was also clueless. So – the outcome – I cancelled my account. They tried to fight me to pay the bill for the non-working HSD, but forget that. It took quite a few phone calls and screaming matches for that to be finally erased from my record, but they still left on the cable boxes though a subcontractor showed up at our house at 10:30 at night to threaten my roommates to get them. Conveniently – that subcontractor lost them and Time Warner because Brighthouse. I’m still fighting Brighthouse on that deal.

I switched to DirecTV and have been virtually hassle-free ever since. I just hope my new place has DirecTV. If I had to go back to cable, I’d be a raving lunatic!
Churn

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Thursday, November 09, 2006