Community Chat

[KYToby]

Here's a news flash -- the custpmer service rep probably did not know.  What was the purpose of the call back?  To complain?  Tp harrass the poor customer service agent?

So, you didn't get a call back.  Your service was bck on.  What purpose would a call back have accomplished?

While it may seem simple to you, it isn;t.  I worked in cable television call cnter operations for more than 11 years, and most of the time (with the exception of large, wide-spread outages), the representative on the phone will have no specifics.  The only thing the complaint calls serve to do is tie up resources so that other people have to wait to get their calls answered.

As for credit, if your TWC bill is anything like mine (I have the same services), four hours without ser ic is equal to less than one dollar.  Is your time, frustration, and additional calls to TWC as well ass postings here worth that?  Surely, your time is more valuable than that.

[rickiraccoon]

@momtochloe I feel your pain! We currently have Comcast and also always seem to be fueding. I do hate the 'automated' CS, but that seems to be business these days. Our issue is the price...I feel I'm calling them every other month to correct something..urrgghhh! After mortage it's our highest bill. Ridiculous. Anyway, at our previous residence we had DirecTV (for 10 years) and rarely had an issue (a coupe of outages due to snowstorms). I would love to have them again but we can't get satellite here due to trees. With Comcast we're paying extra for HD, DVR and each room box. Also with their recent upgrade it's very difficult to read the screen menu. I wish you luck.

Oh, and, I'm in the Seattle area.

[momtochloe]

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@rickiraccoon wrote:

@momtochloe I feel your pain! We currently have Comcast and also always seem to be fueding. I do hate the 'automated' CS, but that seems to be business these days. Our issue is the price...I feel I'm calling them every other month to correct something..urrgghhh! After mortage it's our highest bill. Ridiculous. Anyway, at our previous residence we had DirecTV (for 10 years) and rarely had an issue (a coupe of outages due to snowstorms). I would love to have them again but we can't get satellite here due to trees. With Comcast we're paying extra for HD, DVR and each room box. Also with their recent upgrade it's very difficult to read the screen menu. I wish you luck.

Oh, and, I'm in the Seattle area.

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@rickiraccoon thank you so much for this, I so appreciate it!  The only reason why I switched to Comcast was for price but after they knocked out my home phone service (and I quickly realized that maybe (for me) it wasn't nearly as needed as I thought it was), I now am planning on switching back to AT&T.  The only reason why I took another chance on Comcast was that there is no contract so at least I won't get hit with penalties when I cancel my services with them.

But not before I get my missing HDMI cable back . . .

[IamMrsG]

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Jordan2 wrote, in part: "...

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Oh yeah, after I get off the phone with CS TWC has the nerve to want me to take a survey, I hung up!"

I don't understand why you would not participate in the survey.  It was a golden opportunity to let them know exactly how they had failed you.

I was just asked to take part in a Customer Satisfaction Survey regarding our DirecTv and land phone service.  In plain language (moi? )  I told them at every turn how much and why I detest, despise and loathe DirecTv.  

I'd gladly switch services if I thought any other would be any different. Sadly, I don't think they are. 

[momtochloe]

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@IamMrsG wrote:

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Jordan2 wrote, in part: "...

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Oh yeah, after I get off the phone with CS TWC has the nerve to want me to take a survey, I hung up!"

I don't understand why you would not participate in the survey.  It was a golden opportunity to let them know exactly how they had failed you.

I was just asked to take part in a Customer Satisfaction Survey regarding our DirecTv and land phone service.  In plain language (moi? )  I told them at every turn how much and why I detest, despise and loathe DirecTv.  

I'd gladly switch services if I thought any other would be any different. Sadly, I don't think they are. 

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I agree @IamMrsG, I always participate in the phone surveys as I think it helps them capture the immediate temperature of a given customer whether the outcome of the call went well or not.  I would also hope they track it through to ensure the eventual resolution offered ended well as with my current experience with Comcast this has not been the case.

I simply do not understand why their billing is such a continual nightmare.

[chickenbutt]

Those 'after-call surveys' also help to know that their CSRs are doing their job.   This particular case might not be a case of that but one can rationally and objectively give a review as to the service they received - or didn't.

I don't have TWC, but I've done them over the years with ATT and Charter, and probably others that don't come to mind.

Many times the CSR did a good job and did whatever was within their ability and sometimes it was not the case.

The only thing I don't like about the after-call surveys is that you might have had what seemed like a good experience and the person was fixing the problem but you don't actually know until down the road IF what they said actually ended up happening.  I"ve gotten caught up in that before.  I thought it was a good experience and the CSR said s/he was going to do xyz and it ended up that they didn't do that at all.   So I only do the surveys when I can definitively say how the experience was, in terms of the bottom line.

[momtochloe]

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@chickenbutt wrote:

Those 'after-call surveys' also help to know that their CSRs are doing their job.   This particular case might not be a case of that but one can rationally and objectively give a review as to the service they received - or didn't.

I don't have TWC, but I've done them over the years with ATT and Charter, and probably others that don't come to mind.

Many times the CSR did a good job and did whatever was within their ability and sometimes it was not the case.

The only thing I don't like about the after-call surveys is that you might have had what seemed like a good experience and the person was fixing the problem but you don't actually know until down the road IF what they said actually ended up happening.  I"ve gotten caught up in that before.  I thought it was a good experience and the CSR said s/he was going to do xyz and it ended up that they didn't do that at all.   So I only do the surveys when I can definitively say how the experience was, in terms of the bottom line.

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I completely agree with this @chickenbutt as I have had great CS on the phone but it didn't translate to the eventual outcome.  I truly do hope they are trying to piece together the entire chain of events in terms of finding out where the disconnects are as those CS folks are taking a pounding.

[Jordan2]

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@KYToby wrote:

Here's a news flash -- the custpmer service rep probably did not know.  What was the purpose of the call back?  To complain?  Tp harrass the poor customer service agent?

So, you didn't get a call back.  Your service was bck on.  What purpose would a call back have accomplished?

While it may seem simple to you, it isn;t.  I worked in cable television call cnter operations for more than 11 years, and most of the time (with the exception of large, wide-spread outages), the representative on the phone will have no specifics.  The only thing the complaint calls serve to do is tie up resources so that other people have to wait to get their calls answered.

As for credit, if your TWC bill is anything like mine (I have the same services), four hours without ser ic is equal to less than one dollar.  Is your time, frustration, and additional calls to TWC as well ass postings here worth that?  Surely, your time is more valuable than that.

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The recording asked ME if I wanted a callback. It was to alert you when services where back on, so I didn't have to turn my TV on every 20 minutes. Look, don't offer something to me if you don't follow through with it. It's 2:12 pm, 22 hours later, I'm still waiting for my callback.

[chickenbutt]

Jordan - Charter also has that 'we'll call you back when service is back on' thing.   Well, and while I know it's not the fault of the CSRs or anything, I learned that it kdoesn't work with Charter either.

One time I was talking to somebody on the phone and she asked me if I wanted that callback thing.  She was very nice and I knew it was not about her, but I declined, telling her that I did that a couple of times over the years and it either never did call back, or it called back some 24 hours after service is back on.

It's an automated type call thing, but there must be some kind of breakdown in the system that it doesn't work.   I understand the frustration, though.