Unfiltered Story #223059

, | Unfiltered | January 14, 2021

My boyfriend and I returned from an out of town funeral to find that our internet wasn’t working. Since he’s way better with customer service representatives than I am, he had the job of calling to try and get it sorted out. Over the course of a week, they had him run through the over the phone diagnostics 3 separate times and failed to show up to 2 different appointments to come look at it after those diagnostics didn’t work. Finally, it’s my turn to call.

Now, I am in the middle of the busiest time of year at work, working 12 hour days and weekends, not to mention the fact that we were coming off of a rough weekend traveling for a funeral. I call and explain the situation to the customer service representative and tell her that I just want to schedule another appointment. She pulls up our account and says that she sees that there was one no-show service appointment but the other one isn’t showing up at all. I assure her that the last representative that my boyfriend spoke to had confirmed that the appointment was in their system, and that their tech guy did not show up.

Already having had a rough day, I’m trying to remain polite while going through all this, but she doesn’t seem to be listening, and the next thing she says is that I’ll need to run through the over the phone diagnostics with her. I tell her again that we have been dealing with this for several days now, we’ve already run through the diagnostics multiple times, and it’s been established that we do, in fact, need someone to come out and look at it in person. This does not deter her at all; for the next 5 or so minutes we go back and forth, her insisting on the diagnostics, me explaining that we already know that we are past that point, and it should reflect that in our account, and that I just want to make a service appointment.

I am exhausted, drained physically and emotionally, and eventually I reach a breaking point while she’s trying to get me to run the diagnostics:

Customer service representative: Okay ma’am but if you’ll just run through these diagnostics first so that we can rule out any of these problems-

Me: Please, I’m begging you, we have already done them, we know we need someone to come out, I just want to schedule another appointment.

Customer service rep: I understand. So let’s first run through these-

Me: *bursts into tears, attempting to talk while obviously crying* You know what, never mind, I’ll try calling later. *hangs up*

A minute later my phone rings:

Same customer service rep: Hello, [My Name]? This is [Her Name] with [Company] and I believe we were just speaking on the phone?

Me: *somewhat recovered from crying* Yes, hi, sorry about hanging up, I just wanted to call another time.

Customer service rep: Right. Well I just wanted to make sure that you were okay?

Me: Yeah, I’m fine, thank you for asking. I just got a little upset, I’ll try calling a different time when I’m not as stressed.

Customer service rep: I understand, ma’am. But let’s just get that appointment scheduled for you while you’re here…

My boyfriend teased me for months about crying on the phone with a customer service rep, but we got our internet fixed! I still make him call most of the time, though.