Tag Archives: Autopilot

#SOL17: Service?


“I can understand complete sentences.  Please speak in complete sentences.”

Please connect me with a service representative.

“I can help you with that.

I need your first name and last name.

I’m sorry, I didn’t understand that.

Would you please repeat your first name and last name?”

First name. Last name.

Slower and Louder the second time.

“What is your billing address?

Please include your full address:

Street,

Apartment number,

Town,

State,

Zipcode.

Please clearly state your full address now.”

Full Address

“Please tell me the first name and last name of the person on the account.”

First name. Last name.

“And who am I speaking to today?

Please tell me your first name and your last name.”

First name. Last name.  A.G.A.I.N.  Seriously?

“What is the phone number associated with your account?

Please state the entire 10 digit number.”

Phone number.

“What is your account number?

This is the 10 digit number associated with your account.

There are no letters.

They are all numbers.

Please tell me if you need time to get your account number.”

Account number.

“How can I help you today?”

I have no phone or internet service.  Please connect me with a service representative.

“I can help you with that.”

Today is DAY NINE.  One service tech visit later and two hours of working internet.

One brief interlude.

Now gone.

Anatomy of phone calls . . .

The shortest time from a call to a “real person” is five minutes and two seconds.

And guess what that conversation is once I am connected to a “live” person:

“Could I have your first and last name?

Could I have your 10 digit phone number?

Can I have your address?

. . .

What is acceptable in terms of service response time?  

A lack of internet is a HUGE problem for me.

(Teaching an online class, work tasks, twitter, messages & pix from all) 

To Windstream?

Apparently not!

On the upside, I have read more in the last week.

On the downside, my patience with any technology issues is now -10 and dropping rapidly!

Advice?  Suggestions?  Similar situations?



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