Be honest: have you ever lost your temper with a customer service rep? And did it ever help? (lemmy.world)

submitted 4 months ago by _pete_@lemmy.world to c/asklemmy@lemmy.ml

64 comments fedilink hide all child comments

I’m having a hell of a time with my current ISP (sitting at 18 days now without a connection) and I’m having to bite my tongue every time I’m talking to them (Remember The Human and all that)

Whilst the front line support are nice people and answer the phones quickly they are honestly pretty useless and they never really sound like they know what they’re talking about, also seemingly none of the departments seem particularly good about communicating what’s going on so it’s hard to get a straight and useful answer out of them.

Have you ever lost it with a rep? What happened? and did it ever help push things along?

you are viewing a single comment's thread
view the rest of the comments

[-] sevan@lemmy.ca 7 points 4 months ago

My answers below, but for your current issue, put in a complaint with the FCC or email the CEO of the company directly. Most major companies have a process to resolve issues that normal agents can't access if you can get to the right level. Emailing the CEO works with many companies, but telecom companies are sensitive to FCC oversight and would rather fix your issue than deal with the FCC.

https://consumercomplaints.fcc.gov/hc/en-us/articles/115002206106-Internet-Form-Descriptions-of-Complaint-Issues

Yes, the agent agreed with me that the company owed me money, but told me they couldn't do anything about it. I told them I understood, but please put in a ticket to someone that could do something about it. They just kept telling me they couldn't help until I got mad. They eventually relented and put in a ticket, which was then denied without reason a month later. I resolved the issue by circumventing the call center entirely and getting directly to an escalation team similar to what I recommended above.

[-] snausagesinablanket@lemmy.world 3 points 4 months ago

I would complain on their twitter account, That seems to get action pretty fast these days.

this post was submitted on 05 Aug 2024

82 points (97.7% liked)

Asklemmy

44152 readers

1412 users here now

A loosely moderated place to ask open-ended questions

Search asklemmy 🔍

If your post meets the following criteria, it's welcome here!

Open-ended question
Not offensive: at this point, we do not have the bandwidth to moderate overtly political discussions. Assume best intent and be excellent to each other.
Not regarding using or support for Lemmy: context, see the list of support communities and tools for finding communities below
Not ad nauseam inducing: please make sure it is a question that would be new to most members
An actual topic of discussion

Looking for support?

Looking for a community?

Lemmyverse: community search
sub.rehab: maps old subreddits to fediverse options, marks official as such
!lemmy411@lemmy.ca: a community for finding communities

~Icon~ ~by~ ~@Double_A@discuss.tchncs.de~

founded 5 years ago

MODERATORS