If you were me,what would you do?
By shenlynn7823
@shenlynn7823 (641)
Philippines
June 12, 2010 5:37am CST
No internet for 4 straight days,called the technical support,told me it is a network outage,then found out,all the neighborhood has internet except me.Called again,then a technician was schedule the next day to check it.No one came,again another tech was reassigned,the 3rd day no one came.4th day,called again,& imagine how shock am I when the agent told me,they called earlier,and the person who answered told them the internet is working okay I asked them to whom did they spoke too,they told me the account holder,I am the account holder & they have my numbers,3 of them & not a single phone rings.I received loads of apologies but I had enough,told them to cancel my account & they tried to pacify me & told me they will again send a technician,not today but the next day & it is only 9 am.Anyways what I did,told me not to bother,as I will go to their office & throw their modem & guess what after 30 minutes,6 technicians arrived and fix it ( the problem is outside the premise) after all the trouble that I had from my ISP,I'm still nice enough to give them a snack & thank them for fixing the problem.
11 responses
@kukueye (1759)
• Malaysia
12 Jun 10
Well atleast your technician comes and offer the solution.In my country, the local telco broadband are technicial impaired and basically has limited and mininum skills if any at all.Waste of time to ask them to come for my persoanlly opinion.They will give the silly excuse and basically ask to cancel or hire a 3rd party contracter to fix the line or internet connection.They hotline is worst,always repeat the same questions..Have your switch on the electric,have u ensure the splitter is working well? have your bla bla.Same thing even a 7year old kid can do. So later i cancel everything and got wireless broadband.
1 person likes this
@SomeCowgirl (32191)
• United States
4 Jul 10
It is very sad when you come across a place that doesn't know what they are talking about. If they are going to work for a company they need to know information on what the company offers, and how to help people when they need help with what they had purchased. I am glad you have gone to something different now, and trust that they are better qualified to help you out.
@SomeCowgirl (32191)
• United States
12 Jun 10
wow six technicians came out? I am sure they wanted to make sure there was no problem again. You were very patient and it is sad that they lied about calling you as that is what it seems has happened. I am glad your back online though if you have any more problems from them I would cancel the internet!
@shenlynn7823 (641)
• Philippines
12 Jun 10
hi cow,
Thanks..I have actually wrote an email letter of complain to the head of the company & I also sent the email to my cousin who works for a well know television company so they will know that if they will not do their work properly,their company will really going to see it.
1 person likes this
@SomeCowgirl (32191)
• United States
4 Jul 10
They will be sure to do right by you in the future with knowing that you can easily expose them to the masses.
@totallyundecided (3190)
• Philippines
12 Jun 10
I think now would be a better time to rethink if you will still continue your subscription with your current Internet Provider or venture in to subscribing to others.
Before, I was a loyal subscriber to One ISP Company. But I was not satisfied because as many months passed by, the connections gets slower and slower. I've had complaints and of course, the instant reply would be that they are sorry for the inconveniece blah blah. We will send a technician right away. Unfortunately, it hasn't improved. So I decided to cancel my subscription and transferred to TWO ISP company. So far, I am very satisfied with their services compared to One.
Try to evaluate and maybe this is the next step you'll need to do - like change or switch to others. We are paying them with their services so I think it would also be fair that we would get the best of their service. =)
Goodluck shen.
@Ladyslipper (1327)
• Philippines
13 Jun 10
If I'm in your situation I would ask for a Supervisor on my 2nd call. If it will still not be fixed I'd call again and this time would ask for a Manager. I would threaten to cancel my connection if it would not be fixed within the day. If within the day it will still not be fixed I'd go to their office the next day to cancel my account and I'd look for another service provider. I did that with my home phone company. I went to their office and I paid the termination fee. They can't threat me that I'd need to pay a termination fee if I will cancel my account because I don't care. If I no longer want their service I don't care if I have to pay the termination fee.
@barneyjjones (63)
• Philippines
12 Jun 10
wow, you have good manners and very patient too.. If I were you, I would have gone to their office that day that the technician did not show up and would have them cancel my subscription. I know you must be a good customer, paying on time and all, so I would not feel good about them not returning the favor. These ISP's should give credits to customers like you. I mean, you still had time to thank the technicians and give them snacks and all despite what happened. I really do appreciate that someone like you still exists you know, its very hard nowadays to know someone as good mannered as you.
@shenlynn7823 (641)
• Philippines
12 Jun 10
Hey Barney,
Thanks for the compliment.When the technicians came,I've actually thought of treating them bad but I just cannot.If they treat me bad like that,well I am not that kind.The very first day,I was actually planning to go to their office to complain but I just got busy with my daughter's birthday.But then it's no ones fault really but the only thing is they haven't recognized the problem & they haven't address it properly thus they didn't take action.Anyways now that is back,I really do hope that if same thing happens,hope they know how to handle customers nicely.
@syankee525 (6261)
• United States
12 Jun 10
unplung it and wait a few mins, then plung it back in see if that works.
@saphrina (31551)
• South Africa
12 Jun 10
You have better manners than i have, sweetie. I would go to their offices, get two of them by the ear, drag them to my house, make sure they fix the problem.
I won't give them anything to eat or drink.
Just because they have wasted my time.
TATA
@juggerogre (1653)
• Philippines
12 Jun 10
I would also be really really mad. They're making me look stupid by what they're doing. I also don't want to wait that long for a technician to come and they already set up a date and time for a technician to come to your place. So they should have honored that. It also happened to me. They say they will call me in the next day to schedule a technician to come to our place but I haven't received any calls. So what I did was I called them and I didn't put down the call without them assuring me that a technician will come.
@onlinepiso (1)
•
12 Jun 10
Sounds like a poor service. I would definitely look for a better ISP which will provide my money's worth. I wont settle for just an apology since it will definitely affect my Social Network Life =)
Technical support are just like that. Sometimes, all you need to do is give them a good fright. Better yet look for a supervisor during you initial call. That will put your concern on top priority.
