DSL Customer Dis-Service!!
| Posted in Technical Difficulties | Posted on 06-08-2007
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Our current DSL provider has not been able to solve this perplexing dilemma to our satisfaction. For almost a month now, our home’s DSL service has been so unstable that it is now completely unreliable.
Customer service has been out-sourced to a call center housed outside the U.S.A. At times, it’s rather difficult to understand what the help desk technicians are saying. It always sounds as though they’re reading from a script.
Based upon a few heated conversations, I don’t get the impression that our current DSL provider cares about the level of “customer service” they provide as much as they are concerned about extending or renewing existing “contractual commitments.”
Fix my “existing” technical problem “before” trying to “up sell” an unhappy customer a “new” contract.
If you can read this post, maybe the other previously written posts will also appear before my DSL link goes down again. If not, please visit my archives until I can locate another DSL provider and get caught up.
Copyright 2007 by Roderick O. Solomon. All Rights Reserved.
LOL You must have bellsouth! or another at&t related dsl service. I finally figured out when it was 2 am in india and that’s when i would call in my complaint…would usually get an actual english speaking american! oh and i did get one of them to admit he was reading from a script…that’s why they have to put you on hold every time you ask a question or they run into a problem because they have to go ask their supervisor what the hell you are talking about. best thing to do is to just request a repair service to come to your home. when i did that i found out that “india” had me all screwed up! it’s a wonder i didn’t blow something up! Good luck with it and hope it gets fixed soon!
I guess all big companies are the same everywhere else. Mine kept pushing me to upgrade my ADSL service, when whenever I call in to complain about the slow speed. Things is, if not for the contract, I would have move on to another prov.
So, it is a global phenomenon.
Just hope you’ll get a better DSL service soon.
Hi Manchild;
Sorry to see you are still having issues with your DSL. I work in a call center for technical support as a customer service agent so I know a bit about what you are experiencing as far as your frustration with the help desk.
The thing is, most internet service provider techs are only trained to work within very specific guidelines of their service. There may be other things that are compounding the issue that they are not equipped to deal with or diagnose.
You may want to have a tech come out to your home to look into things further if you haven’t already done so.
Good luck;
Anna
I am the voice of descent today.
We have been having a great experience with our DSL.
But, we also live in a newer community where the wiring within the community and inside of the homes is newer and more up to date.
I have heard others complain before, and the outcome is usually a wiring issue that can only be fixed by a physical visit from the techs.