So the other day I wrote a piece about being tough on credit card customer service people when it comes to getting things accomplished. Well those same tactics can apply to other arenas as well. In the most recent case; my internet service provider Comcast.
Last night the slow connection got to be too much. Since Monday it’s been sluggish enough to affect my radio connection. Haven’t been downloading a lot of stuff this week, so mostly I haven’t needed a fast connection, but I need my radio. Most providers give you a faster download than upload and that’s what I have. But, if your upload gets too slow it can ruin your overall connection to the point that you can’t really function. And I’m a big audio over the net kind of guy. In fact Billy Jam did a fill in show Tuesday night/Wednesday morning over at WFMU and I even got an on-air shout out ! But with my connection just dying on me I finally had to make the dreaded tech support call. They SAY they’re available 24/7, but you know-if you call after traditional business hours things can get mighty weird.
So I got a woman who started coughing into the phone non stop. And I would wait for her to finish and then we would pick things up. When we finally did get to my problem she said she couldn’t handle it, so I would have to schedule a technician. I said to her, “are you telling me there’s nothing in-between unplugging my modem tonight and a 2 day wait for a guy to come out here? There’s nothing else you can do? ”
So I took control. I said, “listen, can you see the modem from where you are? I want you to ping it to tell me the millisecond speed, but I need to know if can you see it?” No she couldn’t see it. And I said that’s the first problem. So I asked her to get a supervisor since she had exhausted her body of knowledge. And I specifically asked her to get a supervisor on the floor. This is crucial. Because what she actually did was get a tech support via chat, and thus began 2 hours of her chatting/typing with that person, and then relaying what they said to me. Ultimately when they got done I had NO internet connection and she was back to having me arrange a service visit in 2 days.
So I had been polite throughout the night and even allowed them to resolve the problem their way-even though I know from YEARS of experience that unplugging a modem and restarting a computer were not going to fix the problem I was seeing. It was clearly on their end not mine. I said, “please put the chat person on the phone.” Can’t be done she told me. So I said, “OK, please ask the chat person for their employee ID, then give me yours, please copy and paste the chat session, email it to me, print a copy for yourself, give me the ticket number for this issue, then give me the FLOOR supervisor like I asked you, and ask him to have HIS employee information ready when he picks up the phone.”
Ten minutes later I had full working internet connection. 8 mb download and 2 mb upload speed.