My girlfriend is trying to pay our Comcast bill (for cable and Internet) and Comcast has merged their .net and .com addresses to make it easier for customers to navigate with one username and password. Not only is it not easier, but it also doesn't work.
She called and the voice prompt kept hanging up on her. Finally she saw a live chat icon and clicked on it. When the chat box appeared, it asked for a description of the problem, to which my girlfriend filled in "angry customer".
Immediately, a message appeared and said "no documents exist for angry customer".
Then she typed in "pissed off customer" and that worked.
What is happening to customer service in this world?
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How... ironic? I have heard of voice-activated phone prompt systems that immediately transfer you to a live representative if you cuss in to the phone, instead of using the cued responses. I'm not sure if it's a good thing or a bad thing that the companies realize their systems can get to the point that people yell obscenities at the phone.
ReplyDeleteThis is funny, yet so sad. I saw one of those quick polls on CNN yesterday asking how service has changed (or not) with the economy. One would think that businesses would jump at the chance for someone's business. Turns out most people indicated either service was the same or worse.
ReplyDeleteMy experience with cable companies is that they really don't care about the customers because in most cases, they're the only game in town (cable company, that is). As you've heard me whine, satellite internet is lame and I don't hear of people using DSL as much as cable internet.