The rumors are true. We’re giving away a satellite phone and two months of service.
William Leeper has been an AT&T customer for 11 years. So when he fell into some hard times and asked them to work with him on his bill, he expected them to help him out. It didn’t go quite as he had hoped.
Why do companies design Interactive Voice Response systems that treat their customers like idiots?
The systems, commonly called IVRs, let computers interact with humans through the use of voice and touch-tone input using the phone keypad. They’re also referred to as automated telephone switchboards and call centers.
It started with a message to @Comcastcares, the Twitter account for Comcast’s customer service department.
“Without a doubt the worst customer service I’ve experienced,” wrote Ryon Nishimori. “Google fiber can’t come to Nashville soon enough.”
Turns out Comcast was watching.
But apparently, so was someone else.
Even though Verizon promises to waive Shawn Marie Schaffer’s early termination fee after she moves off the grid, she’s still stuck with it. Will Verizon ever refund her money?
The picture on the new widescreen TV is fuzzy. Again.
Lisa Littlewood is overbilled by Verizon and it won’t adjust her invoice. Why not?
When CenturyLink sends Mark Schrader the wrong modem, he calls for help. Is anyone listening?
Mindy Reyes’ mother is facing a big phone bill from Verizon for service she didn’t order. Can this be fixed?
No one seems to care that Michael Rudolf’s Google Nexus doesn’t work. Can this device be saved?
Sprint promises it will unlock Bill Fuller’s iPhone. Why won’t it?
Question: I have two iPhone 4S smartphones that I bought in 2011 under a two-year contract with Sprint. I made my final contracted monthly payment earlier this month. Both phones are now fully paid for and ostensibly are my property.
Sprint’s service coverage has been largely reduced in my area and I have frequent dropped calls and very low 3G speeds.
I recently received a notice from Sprint that on-network coverage in parts of Eastern Colorado and Western Kansas, (including along the I-70 Corridor), Southwest Kansas and Oklahoma Panhandle will change to roaming (off-network). Customers with Sprint-branded devices will be impacted when using services in the affected areas.
A typographical error on a Craigslist ad has Amy Pollick’s cellphone ringing off the hook. Is there any way to stop the calls?
Question: I’ve had a couple of weird phone calls and a text on my personal cell phone the past couple of weeks, inquiring about the “handyman ad.”
Well, the text indicated it was a Craigslist ad, so I went to look, and lo and behold, my personal cell was listed as a contact on the ad. I’m sure — hope, anyway — this was a mistake, that someone got the numbers transposed or whatnot. But obviously, I’d like my number removed from the ad.
The first rule of solving a customer-service problem may be to get everything in writing, but there are exceptions to every rule.
For some issues — a quick product question or a change in reservation — a phone call might still work fastest.
Or not. Phone agents can waste your time with scripts and long hold times. That’s when you need to know how to escalate your call to someone who can help you.
Here are a few tips to help you get that decision-maker on the phone:
When is an hour just 36 minutes? When you buy some phone cards, apparently. That’s the conclusion of a recent Federal Trade Commission investigation, which found certain pre-paid calling cards offered an average of just 40 percent of call minutes customers thought they were buying — and some, significantly less.
You should care about this if you travel outside your wireless company’s regular calling area, because that’s when you’re likely to buy one of these cards. If you don’t read the fine print on the agreement, you could end up getting shorted by close to a half hour of talk time, according to the FTC.
Talk to me.
That’s all customers like you want when they call a company. They want someone to talk to them.
But corporations don’t always talk back. Last week, I mentioned the second-generation form letters many consumers were getting. Turns out there’s a little more to the story.
For the better part of the last decade, large companies have scripted many of their most common call-center responses. What does that mean? Well basically, when you contact a company with a question, the agent can type in the issue into their computer and receive a “scripted” response that will answer the question. Then they read it back to you.