Customer Service
Arriving on the mainland, I picked up stuff for TV and internet on the way home. I hooked up everything and the internet wouldn't w*rk. So I called the customer service number. The robot refused to let me talk to a human until it had tried all kinds of stuff to get me going (rebooting the box, checking connections, etc.) THEN, it said wait 10 minutes and we'll call back. They did and asked if it w*rked. Before I could answer (push either 1 or 2) the robot thanked me and was excited that everything had w*rked out - which it did not.
SO, I called back again and lied to the robot. NO, I'm not calling to hook up new equipment. I'm calling about...Oh, yeah. A bill! I had to go through another robot hell, but finally got to a person who transferred me to get a human to help.
That person eventually said "It's your computer. You need to take your computer be fixed." I told him the nearest Apple place was 80 miles away. Shrug.
Called again, lied to the robot and got another person who spent 2 1/2 hours trying to diagnose/fix the issue. Finally, they too said it was my computer.
So, I went back to the store where the public can pick out plans/lineups, etc. The nice lady there asked me to bring in my computer. I just figured I'd also take in the modem box. We tried my computer which w*rked fine at the store. SO, the nice lady said it must be your box. "I'll exchange it."
SO, I hooked everything up per instruction. Same thing. No internet. I call the Robot and let it do it's thing (like reboot the new box.) Nothing. SO, the robot finally gives up and lets me talk to a human. She said "We've been having problem with these new boxes and sometimes it take some tweaking from us before they will w*rk." SO, she tweaked the box and it w*rked.
Final tally (including calling Apple to see if they had a clue what was "wrong" with my computer - but guess what - unless you have internet, you can't trouble shoot your computer with Apple.) 5 hours on the phone to get things going. A total of 3 trips to the X store (in case you were wondering what internet company I'm dealing with.) Hours of frustration and concern about my aging lap top.
Here's the thing, none of the people I talked to by phone EVER lost their cool with me - they were completely supportive and apologetic about my issues. BUT, only one person actually knew how to fix the issue. I shared with her that in addition to the "problem" they were having with their box, they should w*rk on the robot system and make it easier to talk to a human earlier.
End of rant - for now.
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