Large Impersonal companies and red tape.

[BA_BOSS]

Originally Posted by Mechan1k

And yes ... I work for a large impersonal company.
They treat customer better than they treat their employees.

So when you ring up thinking you got the raw end of the deal ... you will find the poor employee on the end of the phone is getting shafted more than you are.

Ditto on this one.

[BA_BOSS]

Originally Posted by Mechan1k

The thing is ... the poor person on the other end of the phone probably doesn't have access to sort it out and has to send it onto another team. That poor person has to put up with several hundred people a day ... and when they come across people with your attitude ... they don't need it.

Used to work in a call-centre .... it's crap work ... and having to put up with people's attitudes isn't dun somedays ... but when being referred to the supervisor, the supervisor won't take crap and will terminate the call. They are allowed to. Usually the customer gets an initial formal/verbal warning of call termination ... but sometimes not. And yes ... all calls are monitored and recorded.

If people call up with a little less attitude ... they will get a lot more help if being polite ... it makes it easier and more pleasant for both parties.

And from experience ... when you get someone on the line and the first thing they do is arc up over something petty ... it's a case of "Here we go again". And in the end ... the customer really does get the help they need due to their attitude.

People need to learn to be calm and not get annoyed on the phone ... you get annoyed at a company (call centre operator who has been sitting in the same chair for 12 hours taking calls all day) ... they tend to switch off and not listen ... also a note goes said customer's account stating "hostile customer" as well.

I find everytime I am polite and patient ... I get the help I am after and get the result i need.

Agree with the polite part but at the end of the day, if you can't handle the crap for 12 hours a day, don't do the job.

Slightly off topic but it's no different from taxi drivers in some SE Asian countries, "heavy traffic" so want to charge you more. My response, "traffic is the same everyday, you don't like it, don't drive cabs. turn the f~~~~n meter on".

[oneredED]

I and another un-named forum member both work for one of these large companies installing pay TV (amongst other services). Yes... we're the tech's. I think you'll find that in this period, most tech's are working 12 hours or more, 6 days a week, doing around 8 large jobs per day... at least I know we are. To get through all the required work, we often have to leave a house before the service has been activated by our dispatchers. However if that is the case, we always leave our mobile number so as the customer can contact us if they need to for whatever reason (we usually call within the hour to make sure all is well anyway) which is STRICTLY against the policy of the major company we work for, but it gives us and the customer piece of mind. If it does **** up and for some reason the customer is unable to contact us, we are sent out again the next day first thing in the morning to rectify any problems.

Oh, and to the person who said "leave a note saying ' I'll be back in 10 ', and then stay out all day". If we get there, and you take longer than the 10 mins on your note, we're outta there because we have to make money, just as you do, and there's no shortage of jobs to keep us occupied.

[oneredED]

Well bugger me, there was something I could do. I went out and opened the cable box, nipped up 3 connections and bingo, all fixed. Honestly, how hard can it be to get service in this world?

I'm not sure which "foxtell carrier" you are with (this applies to only one), but if you plan on "nipping up" those cables again, be careful as they have been known to carry anywhere up to 240V across that isolator, if there is some faulty wiring in the house. It may not even be that much (say 40V AC), but it can be enough to jolt you off your ladder, which in itself is dangerous as well. Just some friendly advice

[dan.76]

havoc19 , i guess it works both ways .lol

[oneredED]

Oh, and one last thing. We ourselves have had cases such as yours where the internet has been "disconnected". However this is because when we initially ask the customer where they want the point etc. we also make a point of asking if they have cable internet or not. They reply "no", we'll carry on about our business and then all of a sudden the customer will run out and say "hey what the hell happened to my internet, have you disconnected me????..."
I will admit though that it sounds as if your tech didnt do it accidently, he/she was just too lazy to tighten the F-connectors properly.