I don't know what she wanted me to say....

[sld72382]

BG: Like any phone carrier, we are not responsible for inside wiring unless the customer buys an inside wiring protection plan.

Customer calls in with no sync on her modem. She sounded pretty savvy, I'll give her that. She told me that she tried the modem on another jack, and it synced up.

She had no inside wiring protection plan. Here comes the fun part.

Me: *Explains the policy regarding inside wiring, and offer her the service plan.*

SC: I don't see how I'm responsible for my inside wiring. You put all but one of the jacks in when I moved into this house, and the one that is not working is one of those you installed. So how am I responsible?

Me: To answer your question requires a bit of a backstory: Back when telcos were in the final phase of deregulation in the 1990's, part of the deal for deregulation was to have responsibility of inside wiring shift from the telcos to the homeowner. What that means is that once any inside wiring gets installed, it becomes the homeowner's property and their responsibility.

SC: So what you're saying is that in order for you to replace or fix these jacks without charging me, I have to sign up for the service plan?

Me: That is correct, Ma'am.

SC: You know, you're a bit of a smart alac.

Me: Ma'am, I'm sorry but you asked me a question and I answered it....

SC: YOU NEED TO UNDERSTAND THAT CUSTOMER SERVICE IS MORE THAN GIVING THE RIGHT ANSWER!

Me: I really don't know what you want me to say that would be any different. I am doing my job and letting you know about the policies and procedures.

SC: Please do not tell me that you're "just doing your job," you're being a jackass that's what you're doing!

Me: Ma'am there is no need to hurl insults at me, keep this call professional please....

SC: I'm the customer, I can say what I want! You know what, at this time I want to speak to your manager NOW!

Me: No problem, please hold....

*Transferred.*

The sup who took the call told me that she said that I have an "I am right!" attitude and I shouldn't be working tech support, and that I tried to "hammer in my point" by bringing up the "deregulation crap." The crappy part? The customer said to the sup that if we don't fix the inside wiring for free without signing her up for the service plan, she'll cancel service. Sup transferred her over to the retention department where they said to send the technician out....

....And to put in the notes for the tech to come inside and fix the inside wiring without charging her and without signing her up for the service plan.

[Bright_Star]

Then what's the point of having that service plan to begin with if the company is just going to bend over backwards if a customer screams & yells long & loud enough? I don't get it.

[sld72382]

Quoth Bright_Star

Then what's the point of having that service plan to begin with if the company is just going to bend over backwards if a customer screams & yells long & loud enough? I don't get it.

Because they feel it's better to eat the cost of a service visit than to have the customer cancel their service. Problem is, they do it for EVERYONE.

See this thread: Click here. Short version: Idiot gets virus by going to a porn site, pitches a fit when tech tells him he needs to sign up for premium support to remove it, threatens to cancel, gets sent to the retention department, they send him over to premium support and tell him they'll waive the cost of the support.

[MoonCat]

I hope in this case they also made a note on her account that if this is a one-time thing. But I'm not holding my breath.

[barainga]

Quoth MoonCat

I hope in this case they also made a note on her account that if this is a one-time thing. But I'm not holding my breath.

I saw many 'one time thing' notes for the Borg-Sphere Cell Phone Company that happened more than one time.

Its no wonder people keep being dicks until they get what they want. It works, but the people who have to suffer have no control over anything.

[telecom_goddess]

Same deal here, we the phone company are not responsible for inside wiring. But of course we end up installing or fixing it for free for people cause they are "important" customers and need to have their hand held for everything.

[PepperElf]

Quoth barainga

I saw many 'one time thing' notes for the Borg-Sphere Cell Phone Company that happened more than one time.

Its no wonder people keep being dicks until they get what they want. It works, but the people who have to suffer have no control over anything.

exactly. and the person taking the call gets shit on cos they're the ones instructed to say "no" ... and how dare they piss off customers by not giving in.

[emax4]

It's too bad that previous customer attitude and retention measures don't stay with the customer when and if they transfer to a different provider. I'd love to see the look on a customer's face when they find out the late fees and service change fees waived from when they were with cable no longer get waived when they move to Fios/Satellite. "You were an asshole when you were with ABC electric? Try that again with us at XYZ electric and you'll be in collections!"

[Jetfire]

Yeah, if Retentions department wouldn't be so keen on keeping those fly by nighters, imagine how it would be..

They'd cancel the service, go sign up for Company B, and get on the hook for all the First Install fees... Eventually the same problem happens with Company B and they go back to Company A and get the hookup fees again... Of course that's just a dream world.