Poor Customer Service and Time Management

[Lynn 007]

I would like to get your feedback on my recent experience with trying to install cable television and the service I received.

To make a long story short I arranged to have cable or a satelite dish installed. My first choice was to install a dish, then the back up would be cable. Both companies did not show up for the appointed time. One of them mentioned my order was cancelled due to a computer glitch iin their new system and I had to reschedule. The other one confirmed they would be here between a certain time - they didn't mention they will call first when they're on the way to make sure someone was home. As it turned out I was on the phone when they called and they left a message for me to call back and reschedule.

There is a lot more to this with the number of phone calls I had to make to both companies and information I received, etc.

I have a tough time viewing this as acceptable customer service.

In terms of time management what would you do? Leave it at is or spend time on the phone lodging my complaint and being compensated for my time waitng for these people to show? Compensation (ie free service for a month) is secondary but my main point I want to make is it is not acceptable to waste customers time.

[Steve Pavlina]

I imagine the best use of your time would be to do without cable TV altogether. Hehehe.

[Lynn 007]

lol - that's the ironic part I don't even want it but my husband does.

[Milo Riano]

Sadly everyone has suffered Poor Customer Service and Time Management, you just have to live with it. If a vendor comes along who shows far better customer service and time management, then switch.

Most people would do the same and the vendor that gave you headaches is on it's way out.

[Alex]

Originally Posted by Steve Pavlina

I imagine the best use of your time would be to do without cable TV altogether. Hehehe.

Good point. I haven't had cable or regular TV since I moved. I have the internet to check the news/weather if I so desire and a DVD player for a rarely occasional movie. It may take you (or your husband) time to adjust but than those hours of wasted space get filled with something else. Just make sure to use that time more effectively.

[LaraLobosch]

..... ahem.... curtsy. How do you do? I am Lara. Mr. Pavlina has taken my attention and I am exploring the webiste.

Thank you, Mr. Pavlina and forum members, you have facilitated a site with a little meat on it's bones. I look forward to many hours of reading and gathering information.

[RT Wolf]

Heh, you're in Toronto? Prolly Rogers and Bell, then. Stupid monopolies.

I'm guessing you don't have call waiting so that you'd be informed if there was another call, so you wouldn't have missed the call.

Do you still want cable or dish? Call them and talk to customer service rep. They should be able to take complaints so that you wouldn't have to lodge a formal complaint. Sometimes they even have the power to give you compensation. You can fill the time you spend waiting on the phone with something else, like doing mindless work or somin.

And if you get a good customer service rep, praise them, I did that the other day and got excellent service. It went from great service to excellent service, quite nice. From Bell Sympatico, of all companies.

So, I'd go ahead and talk to them about their service. Don't get angry, be respectful, but do tell them that this isn't exactly the best way to start a business-customer relationship that may last a long time. And if you do want compensation (like free service), ask for it if they don't offer it up.

[gc3833]

I have been in the call center industry for the last 18 years (the last 9 years on the outsourcing side.) Unfortunately, they probably outsource their work (they may keep it in house) but the problem is that they picked the outsourcing vendor because they bid the lowest price or the reps are hired at the lowest rate to maintain profitability.

Another truism is that companies, excuse me the customers, get what the company pays for!

On a side note: My business partner just shut off his TV and cable. He is more productive!