Our Techs Aren't at Your Beck and Call, a Love Story...

[greensinestro]

HAHA I HATED the ones that the tech rescheduled the appointment without telling the customer. Because that gave the customer the right to be an SC---and I got to be the lucky soul to answer his/her call.

Don't even get me started on that one. How I hated that. Many technicians, the lazy-ass ones out there, do this thing where they put a note on the customer's door, then run off and clear out the job without actually knocking on the door. Then, they put in their log that they contacted the customer but there was no answer. This always results in the customer becoming an SC because (1) Nobody knocked on the door, yet there was a note saying the tech did so and (2) Nobody called the customer yet the tech noted that he had. Most customers with that argument have voice mail and/or answering machines, plus caller ID that showed no number ever calling them.

Yep, that was loads of fun.

[CancelMyService]

Don't even get me started on that one. How I hated that. Many technicians, the lazy-ass ones out there, do this thing where they put a note on the customer's door, then run off and clear out the job without actually knocking on the door. Then, they put in their log that they contacted the customer but there was no answer. This always results in the customer becoming an SC because (1) Nobody knocked on the door, yet there was a note saying the tech did so and (2) Nobody called the customer yet the tech noted that he had. Most customers with that argument have voice mail and/or answering machines, plus caller ID that showed no number ever calling them.

Yep, that was loads of fun.

That's why dispatch verifies the third call where I work now. Nothing sucks more than a customer screaming at you saying no one called while you stare at a screen full of notes saying we did. You can't call the customer a liar (at least not out loud ) and you don't want to fall on your sword for the company if it turns out the tech DID call and they just missed it.

Also, you're not going to get a company to pay you lost wages for taking a day off. It amazes me that cable companies get beat up the worst for late techs/appointments when I've had far worse experience with utilities. A lot of the time the gas/light co will just give you a day and you have to sit there all day and hope someone comes.

Not to mention that (IMO) crosses the line into entitlement whoredom. I had a lady today who had a cable account and a separate internet account under her sister's name in the same house. We usually don't have 2 accounts in the same house and this lady found out the hard way why that is. She made a payment on each account and somehow both payments got put on the cable account. That made the internet past due to the point where we disconnected the account. When that happened, the tech just turned the service off at the house so the cable account (which was paid, had a credit of over $100 actually due to the overpayment) was now non functional. That's why we don't do 2 accounts in one house, it's easy for a small mistake to freight train into a huge mountain of suck.

Because the service was turned off at the pole, we needed to get a tech out to turn it back on. That of course set off another bout of screaming and ITS NOT MY FAULT (and it wasn't), I WANT IT BACK ON NOWWWWWWWWW (sorry, I don't have telekinesis so I can't mentally turn the trap at the pole to the on position). I was able to restore the internet account, get a tech dispatched out next day to get service back on, credited the internet a month of service, and credited the cable account for the time she'd be without service.

Her reply to all this?

Appriciation? Happiness? Joy?







Wait for it








She demanded a month of cable free too because (and I swear she said this) "Do you know how stressful it is to turn your TV on expecting it to work and not have it come on?"


..............

[greensinestro]

She demanded a month of cable free too because (and I swear she said this) "Do you know how stressful it is to turn your TV on expecting it to work and not have it come on?"


..............

Gee, does she demand this when it's her television that does not work? I used to love those calls at Adelphia. If the customers TV was on the fritz, these SC's actually expected the cable company to reimburse them for it. I had a lady once who also wanted compensation for what it cost for the TV repairman!

[draftermatt]

Has anyone had a problem with a tech scheduling an appointment for you, that you didn't know about?

This guy told my wife the part would be on Monday. But they would call when it came in to schedule an appointment. I get a call Monday asking me why no one was there for the appointment I made.

Wha?