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Did I set a CSR/time record last night? #4540007
10/11/17 09:05 AM
10/11/17 09:05 AM
Joined: Dec 2006
Posts: 766
The IL
SevenBizzos Offline OP
SevenBizzos  Offline OP
Joined: Dec 2006
Posts: 766
The IL
I have a small "issue" with my AT&T and DTV accounts. I can no longer long into DTV, so I can't view the program guide or use the app, which I periodically do.

So, 5:40 on the phone, 13 total reps (10 CSRs, one supervisor, and two "specialists") later I gave up for the night. It was always the same script "reset your password" --> "log in" every time. It just became comical for what seems like an easy solution.

I'm not here to bash the company or say where I go next because there isn't a "right" answer because this stuff happens with a lot of companies. I just want to compare notes for how long it took you to solve what looked to be an easy problem.

My runner-up is over seven hours with United Airlines after I had a flight cancelled. My problem did get fixed until the third rep I talked to. This time was shorter overall time, of much less consequence, and didn't get solved, so it's takes the cake to me.

How long/far have you gone with a company to have something simple corrected? Or not corrected?

Re: Did I set a CSR/time record last night? [Re: SevenBizzos] #4540015
10/11/17 09:12 AM
10/11/17 09:12 AM
Joined: Nov 2011
Posts: 4,967
MTL, CANADA
Rolla07 Offline
Rolla07  Offline
Joined: Nov 2011
Posts: 4,967
MTL, CANADA
Ive spent a day and a half dealing with a telco here til i ended up speaking to their exec office (customer service--supervisor--exec office). Im still not pleased since they were supposed to call me back and still have not. A friend of mine had their internet and tv installed (2 tv boxes) and the technicians spent over 8 hours on the install and had to come back the next day and its still not working right...


2007 Corolla Red Pearl 155k miles
PP 0w20 & ST 4967

Re: Did I set a CSR/time record last night? [Re: SevenBizzos] #4540037
10/11/17 09:37 AM
10/11/17 09:37 AM
Joined: Jan 2004
Posts: 2,717
Richmond, VA
Barkleymut Offline
Barkleymut  Offline
Joined: Jan 2004
Posts: 2,717
Richmond, VA
5 months. Went into a community bank to get a refund on a fee they put on my sons savings account after being told over the phone that i had to go into a branch. The ONLY person that could reverse the charge was not in, but she would call me on Monday. I wait 2 weeks then go into another branch during my lunch break, but they cannot help me because its not my "home branch". 2 weeks later I went to my "home branch" and closed both my kids savings accounts. Still waiting for the managers call. Customer service is dead at most companies now.


09 Vue(95K) 2.4 4spd AT -PU 5w30 / 09 Flex(52K)3.5L PU / Moms car 04 Pilot(105K) 5w20 PP + Puro
Re: Did I set a CSR/time record last night? [Re: SevenBizzos] #4540076
10/11/17 10:14 AM
10/11/17 10:14 AM
Joined: May 2009
Posts: 12,283
N.H, U.S.A.
ARCOgraphite Offline
ARCOgraphite  Offline
Joined: May 2009
Posts: 12,283
N.H, U.S.A.
I had a problem with Comcast on demand with my new cable. Didn't work. I talked to multiple reps over a couple days (prob 3+ hours or so) Nothing worked.

Frustrated, I tore out the whole installation then redid It differently. It appears for on demand to work the cable HAS to go into the cable box first and then you daisy chain out from there. I had The cable coming into my Pioneer DVD R- then out to the cable box from there. I thought it was a parallel RF IN-OUT connection but now I suppose not given the functionality issue.

Then there was a DELTA flight cancellation due to mechanical issue from which I was trying to move flight to next day and refund second ticket due to time sensitivity of travel plans. A story for another day. I will say I got a rep in Bangladesh and I'm hard of hearing so that didn't go well.


2014 Nissan Rogue S CVT, OC#10 47272mi-QSUD10W30+5w20 Toughguard Filter; '17 Subaru Crosstrek CVT OC#2 ?? mi-SOA/Idemitsu 0w20 + SOA Filter
Re: Did I set a CSR/time record last night? [Re: SevenBizzos] #4540161
10/11/17 11:35 AM
10/11/17 11:35 AM
Joined: May 2015
Posts: 6
Pensacola, Florida
Gerle Offline
Gerle  Offline
Joined: May 2015
Posts: 6
Pensacola, Florida
Sometimes I select whatever number gives you Spanish, so far they have always spoke English as well. I'd suspect that most of the SPanish speaking CSRs are not in India!


Admiration of the Nation
We're the finest ever seen,
And we glory in the title of
United States Marine.
Re: Did I set a CSR/time record last night? [Re: SevenBizzos] #4540256
10/11/17 12:52 PM
10/11/17 12:52 PM
Joined: Dec 2006
Posts: 2,827
Columbus, Ohio
John_K Offline
John_K  Offline
Joined: Dec 2006
Posts: 2,827
Columbus, Ohio
I have to share the most incredibly stupid customer service I have ever heard of.

3 years ago I was in a coma for a month. The cell phones were in my name, so she started getting "we're gonna cut off service if you don't pay" messages.

So she called Consumer Cellular. "Sorry, we can't discuss the account with anyone but your husband, it's in his name." But he's in a coma. Nope sorry. How about if I give you 50 bucks toward the account? Nope can't do that either.

So my wife asked for a supervisor. The supervisor actually said "we can't talk to you about the account, but we can add your name to the account and then we can talk to you about it."

WHAT?!?!? You can't talk about the account without my permission but you can put her name on it without my permission? Stupidest thing I ever heard of.


2009 Mercury Grand Marquis, 8 cyl auto, 83xxx miles, PU/Fram Ultra
2005 Hyundai Sonata, 4 cyl auto, 96xxx miles, Maxlife/OEM Filter
Current oil stash: 519 qts.


Re: Did I set a CSR/time record last night? [Re: SevenBizzos] #4540435
10/11/17 04:19 PM
10/11/17 04:19 PM
Joined: Jun 2002
Posts: 1,930
Texas
Bud Offline
Bud  Offline
Joined: Jun 2002
Posts: 1,930
Texas
Comcast tech is always a nightmare. My last call three weeks ago took me calling four different times before I was finally able to get a tech scheduled out to fix the problem. The first two guys could not even put together a sentence that I could understand. Then they get upset you can't follow the accent they have.


2016 Honda Pilot EX-L with NAVI.....Mobil 1 0w20 AFE and Honda OEM Filter

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