So today I call to pay my cable bill, and the automated service tells me what my balance is, which is a bit higher than I thought it should be. So I go through the prompts to get a live representative so I can get to the bottom of this.
Live rep, who introduced herself in such a scripted and incomprehensible way that I had no idea what her name was, when told what my question was, perfunctorily went through the bill, listing all the usuals. Which still did not add up to my current balance. It took my prodding and poking her for her to finally realize that there was a pay-per-view movie that added to the bill. ("The Debt," if you were wondering. Great movie.)
The above is not the problem I had with her.
This is.
After she had read off the list of charges, but before we actually figured out the problem, she suddenly switches modes and says she noticed that we do not have any phone service with Comcast. Well, no, we don't. Why not?, she asks. Put off for a moment, and not sure why she was asking, I simply told her that since all of us have cell phones, we didn't see the need to have a landline. This was a decision we made years ago.
Well, she says, Comcast can save us all kinds of money if we try their cell phone service, and here are some of the advantages--
and I cut her right off. "Um, I have no problem with my phone service or phone bill. What I DO have a problem with is my bill, which is NOT what it usually is, and I AM trying to find out WHY."
Look, I know that many companies make their clerks give various sales spiels. I'm from an advertising and marketing family, I get it. But damn it, deal with my ACTUAL problem first, before you start trying to get me to deal with a problem that I DON'T actually have. You want to sell my on some service your company has? Fine. But first try doing your fucking JOB and help me figure out why my bill is not what I thought it should be. It's not a tough thing, but this woman treated my reason for calling as far less important than her attempt to sell some phone service.
Makes me mad that I pressed "2" before I was connected to her to indicate I would not be taking the survey afterwards, as I really would have liked to say a few things about what my "customer service experience" was.
Which was, to put it in a nutshell, fucking nauseating.
Live rep, who introduced herself in such a scripted and incomprehensible way that I had no idea what her name was, when told what my question was, perfunctorily went through the bill, listing all the usuals. Which still did not add up to my current balance. It took my prodding and poking her for her to finally realize that there was a pay-per-view movie that added to the bill. ("The Debt," if you were wondering. Great movie.)
The above is not the problem I had with her.
This is.
After she had read off the list of charges, but before we actually figured out the problem, she suddenly switches modes and says she noticed that we do not have any phone service with Comcast. Well, no, we don't. Why not?, she asks. Put off for a moment, and not sure why she was asking, I simply told her that since all of us have cell phones, we didn't see the need to have a landline. This was a decision we made years ago.
Well, she says, Comcast can save us all kinds of money if we try their cell phone service, and here are some of the advantages--
and I cut her right off. "Um, I have no problem with my phone service or phone bill. What I DO have a problem with is my bill, which is NOT what it usually is, and I AM trying to find out WHY."
Look, I know that many companies make their clerks give various sales spiels. I'm from an advertising and marketing family, I get it. But damn it, deal with my ACTUAL problem first, before you start trying to get me to deal with a problem that I DON'T actually have. You want to sell my on some service your company has? Fine. But first try doing your fucking JOB and help me figure out why my bill is not what I thought it should be. It's not a tough thing, but this woman treated my reason for calling as far less important than her attempt to sell some phone service.
Makes me mad that I pressed "2" before I was connected to her to indicate I would not be taking the survey afterwards, as I really would have liked to say a few things about what my "customer service experience" was.
Which was, to put it in a nutshell, fucking nauseating.
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