low tech customer high tech phone support - long

[Emrld]

Here is the scoop. I am having little to no connectivity issues at home.
I hired someone I trust to check my set-up and see what they could do. Their decission . . . .it has to do with my provider and I need to call them.
So I call. Well I happen to be in an area that acutally has Fiber to the Premise. So it took about 45 min (yes, I used the same clock to document this from) and a handful of transfers to finally get me to the right department.
Get the right department. I tell them what I know. A second person is added to the phone call. This second person knows their stuff and is telling me what they need me to do in a manner of being put out by having to slow and dumb it down enough for me to follow instructions. (Sorry I didn't study computers in school - I am not advanced - I just know the basics and am ok with that)
The person was rude enough that I actually was so frustrated and belittled that I started to cry. (I was not trying to get sympathy I was just past my breaking point) I told the two men on the phone that I wanted to just go to billing and cancel my service . . .it wasn't worth the stress or the poor treatment to have acess. (I am sorry I don't remember what password was used in 2003, and I don't have a paper bill to look at, gosh can't get to the internet to pull it up on screen - stop yelling at me that everyone knows you should write down your passwords so you have them when you need them . . .I thought it was just to get it up and running . . .besides your company assigned it to me. It isn't like it is one I use personally and can think of)
Well tech 1 (who sounded like a true gentleman) disconnected tech 2 (the God of computers) Tech 1 asked if I would let him try one more option.
He ended up getting a woman on the phone who had technical knowledge on the phone to try and save me as a customer. She heard me out with what all I had delt with. She asked if other options for security verification were offered . . .like DOB or Drivers License number. (They weren't just that code from the bill)
Long story short she got another person from Tech 2's dept on the phone and explained my level of knowledge and asked up front were they ok with that or did they only work with people of the same knowledge level. They were ok working with me. . .we tested the line direct to computer vs via router and gosh it is bad . . .what a surprise.
To sum this up . . .I am waiting by my phone for a call telling me to meet someone at my house today to check the wires as that is where the problem is.
So it took me 151min and 45 seconds (per my phone itself) to get them to agree to send out a tech. . . when that was what I kept saying needed to happen.
I know they have to go through some tests on the line. . . and check a few things with the customer . . .but seriously 2 1/2 hrs (or I should say 1 hour and 46 minutes -cause it took a bit to get to the right dept the first time) to agree to roll a truck?
Do I have the right to ask the company for any compensation to my bill for what I went through? or would that just be SC of me?
Those that work in this field . . .is it really that agrivating to have to explain how to get to connection wizzard and go through it?
I don't want to be an SC but there is a level of expection with this company that they put out to the public that was not met.

[Pedersen]

As to whether or not it's aggravating: That depends on the person. There are people out there who have a hard time figuring out the differences between single click, double click, and right click. And won't listen to you when you try to explain it. Dealing with them is aggravating.

Dealing with someone who knows enough to be able to follow my instructions, can tell me what they've done, and what the results were? That's a joy to deal with.

T2 guy was an ass, from the sounds of it.

As for compensation? I'd definitely call them up and ask if they can do something on the next bill or something. Be nice, but do ask. After all, they put you through 2.5 hours of being on the phone, took part of a workday away from you, drove you to tears, etc. I'd say it should be worth something, at least. And I would ask.

[Emrld]

Thank you for that . . .

And to explain . . .yes I know single/double/ right and left click.
I have enough skill to work in corporate America . . .but not enough to maintain/ repair myself. (however I do know enough to call for help instead of making things worse)

I know the term dos and that the screen looks like a blackboard . . .I know the term ping but have to be talked through going into dos and having it do a "ping"

I can use windows, (word, excel, act, everyday programs) I remember using wordstar / writing programs where you had to use alt, ctrl, shift and then function keys (F1 F2 etc) to bold, underline, indent etc.

So I am low tech but not "no tech" if that helps to clairify my skill level.

[Arm]

The fact that you aren't especially tech-savvy really shouldn't have any bearing on how well a support call goes, so long as you can follow instructions and don't try to get clever*...

Two and a half hours would be a very long call if you spent all of that time on the phone with a tier 1 guy who has a script to follow and has to get rid of you in a given time-frame.

On the other hand, in two and a half hours I could talk a customer with the skills of a hamster through troubleshooting their connection. (I used to work phone support, not on a 'tier' but rather, the last resort for certain issues. If you got through to my group it was down to us or your choice of god.)

Whether it's an unreasonable amount of time depends on the nature of the problem and whether or not they were able to solve the problem.

...that said.

They should never screw with you so much that you're reduced to tears. That's uncalled for. I'm glad Tech 1 and the other person they eventually got on the line were able to help you (by arranging for the truck) but it really does sound like all that time spent in the queue and spent with tech 2 were just wasted time and effort.

I don't know if you should try to seek compensation or not. I kind of feel like the time to do that would have been when you had the woman on the line who was trying to keep you as a customer. But it depends on how upset you were, I suppose.


*we have an entire subforum here for people who don't listen and get clever

[lordlundar]

(however I do know enough to call for help instead of making things worse)

Oh my gosh! A person who knows that if they're in over their head to stop struggling! I though they were a myth?

[Emrld]

let's add a bit more to the drama
I was told I would get a call this morning giving me a better idea of what time to expect a 15 min ahead call.
What do I get - a call at 12:06 from a ticked off tech that I am not at the property ready and waiting for him. (He claims his ticket didn't tell him to call 15 min ahead)
I tell him the truth that I am less than 10 min away, he agrees to wait.
By the time I pull up he claims he has me fixed. Apparently a wire into the house was lose and he did a reboot.
This however does not take care of the fact that I am supposed to have a 2 wire router. The ticket shows it is a change out, not an installation. (I was originally fiber to curb, upgraded neighbohood to Fiber to the premise - should have changes out the router at that time but they didn't)
He isn't sure he knows how to change but he will try.
Of course when he called I was just getting ready to start lunch . . .didn't get to it . . .nor did I grab it to bring with me - this part is my own fault not his.
Finally at 1:45 pm he calls company for tech support. This is after he tells me he is frustrated and needs a smoke brake. (ummm hello breathing issues - smoke bothers me big time . . .but I keep my mouth shut and know that I will have to open all my windows and air the house out after dark) He goes through 2 people and the same steps twice before they understand that by wireless he means to be talked through connection without the yellow ethernet cable. He hangs up and has me up and running by 2:50pm. I go to a couple of different sites to make sure everything is finally working.
With this added information what would you do if you were me?

[Broomjockey]

Call and make a civil, rational complaint, be as specific as possible. Try not to ask for anything upfront. If they don't offer, then ask, but have something specific in mind.

[sms001]

(ummm hello breathing issues - smoke bothers me big time . . .but I keep my mouth shut and know that I will have to open all my windows

Broomjockey's response to the general question is a good one.

On a side note, as someone who smokes and has teched in people's homes - I wouldn't even consider lighting up in a client's house! I have no problem taking a break (whether I smoke or not) hey, it's a job like any other, people need breaks. Especially if it will bring down the frustration level a bit. But whether you have breathing issues or not, don't let someone smoke in your home if you don't like it - there's nothing wrong with telling us to step outside to have that cigarette.

[Emrld]

he did go outside . . .just outside to the front porch.

this is not intended to offend anyone it is not a judgement . . .it is my perspective as someone who is sensative to the odor.
the smoke gets into clothing and hair even if outside especially if there is no wind you end up just kinda standing in it and fibers absorb the odor . . .then come inside and well the AC is on . . .carries the smell throughout the house
when someone is sensitive to smoke it seems a whole lot stronger to us than those that aren't

I can understand needing to step away but when you have witnessed the client use an inhaler and mention breathing issues . . .is having a smoke the best choice?

However, if you know that there are field techs trained to deal with this type of situation . . .isn't it better to suggest to reschedule than to take me away from work for 3 hour. (left office at 12:06 - headed back to office at 3pm) so yes, I got docked half days pay. At least give me the option of must be done now vs lets call someone else and let me get back to work for now.

[Bright_Star]

Jeez, they make it sound as if it's rocket science & you need a PHD in Physics to understand their trouble-shooting methodology.
Somebody somewhere owes you a BIG apology.

[Eric the Grey]

With this added information what would you do if you were me?

It sounds to me like you've had this problem for a while and the cause seems to be at their end. I would not hesitate to request some credit to my bill. Most companies would offer a half-month credit or even more, but definitely ask nicely and explain how long this has been going on, and how much of your personal time was taken up by their tech's.


Eric the Grey

[Geek King]

You've already gotten a lot of good advice here, so I won't repeat what has already been said. But it is good advice.

Em, I am the last step for support where I work. The first "God of the Computer" was a total asshole who gives the rest of us geeks a bad name. I have supported everyone from fellow techs who were outside of their knowledge zone to the 76-year-old Korean lady who couldn't even program the time on the company microwave. It's just something you do as a tech: Learn to deal with people who don't have as much know-how.

Let me stress: You did what you should have. Don't think any of this is your fault, because it isn't. Don't be afraid of calling for help again just because you got a real jerk this time. Most techs will treat you with respect if you're willing to listen and follow directions.

[Emrld]

Update - Better News

Ok- Last night I sat down and made a list of the important things.
Like getting to the correct department
Tech having more than one way to verify a person
Tech treating customer with respect
not taking 3 hours and costing me a 1/2 day pay etc.

Today I called. Spoke to customer service. I told the lady who answered I had a poor customer service situation that built to humorous with the amount of not to company standards. I wasn't sure who I need to talk to. I was fully aware she personally had nothing to do with what I had been through and I would try to stay as calm and polite with her as I could. If she heard frustration to please not take it personally - it was not aimed at her.
So I started on the list. (I was staying calm an polite) at when I mentioned a tech had me in tears she started to sympathize . . .I said "Oh wait there is still more and it gets better"
I get through everything.
She tells me..."I am limited in what I am able to do . . .I know your time and what you went through is worth way more . . .but I am limited. I can give you two months credit and escalate to have a manager call you back."
I am fine with this solution for the moment.
She also mentioned it is mid day on Friday. They try to call back everyone same or at latest mid day next day. However, with the weekend that would be today and Monday. - I understand and appreciate that she added that.
At the end she thanked me for being nice to her . . .she could totally understand if I hadn't been with everything I had been through.

Thank you everyone for the advice and assistance.

[sms001]

Ok- Last night I sat down and made a list of the important things.

Seems to be a decent /thread, awaiting Monday

Quickie for all you non-techs. If you have a friend that is well versed in the arcana of tech, and she says that it is the companies fault... nine times out of ten it will be. I remember the first time I stuck my professional neck out on an issue like this. Provider hammered my client with "If it ISN'T our fault, you'll be charged for a service call." I assured him it WAS their fault, and it was. Sometimes it might not be, but their (the provider's) vested interest is in convincing the unknowing that it will cost them if it isn't. caveat emptor.

[Naaman]

Quickie for all you non-techs. If you have a friend that is well versed in the arcana of tech, and she says that it is the companies fault... nine times out of ten it will be.

I'd amend that to make sure your friend knows what they're doing and will write it down. When you call with the issue tell them what's been tried and turn it into a question "I think there's a problem with the internet, we've tried rebooting the whole chain, it won't PING past the router and I've repeated the steps with a new cable plugged directly into the computer from the router. Is there anything else you can suggest?"

I can't tell you how much I hated the "My hard drive's dead, my mate Bob said so! No, I won't run through troubleshooting" scenarios