Things Are Looking Up

, , , , | Working | June 24, 2017

(For several months, my wife and I have been fighting with a well-known cable TV provider over our bill. They have been attempting to raise our prices every month and every month my wife will call in to dispute it, and every month, they apply just enough credit to not make switching worth the effort. The last increase is almost a $30 jump and needless to say, we’re both pretty fed up. Then this happens when she calls in:)

Wife: “Look, this is the fifth time I’ve called about our monthly cost. Our bill has just jumped from $90 to $120 for no reason. Nothing has changed in the programming, equipment, nothing. There has to be something you can do about this. It’s ridiculous!”

Rep: “Okay. Let’s see what we can do. If I apply [Credit #1] and [Credit #2] and [Deal] and [Promo], I can get your price down to $130 a month.”

Wife: “What? Did you say $130?”

Rep: “I’m sorry. That’s the best I can do right now.”

Wife: “That’s $10 more than the bill I’m calling to complain about!”

Rep: “Well, another price increase just went into effect since the last bill, and I don’t have any other promotions I can apply to your account.”

Wife: “So what you’re telling me is that my bill is going to increase again next month regardless of what you do now.”

Rep: “Yes. Have I provided you with excellent service today?”

Wife: “No!”

(Needless to say, later that day we called a competitor, scheduled installation with them, and cancelled our account with the existing provider.)

Off The Clock So Get Off My Case

| ON, Canada | Right | April 13, 2017

(I work for in customer service for the cable company in a relatively small city. Our office is located in the town’s only mall. While it makes shopping after work very convenient, it can lead to other problems. I have been sidelined by up to 30 minutes in other stores by customers who “just have one question” about their service, technical issue, etc. This happens as I am grocery shopping after work one day. Sadly, I’ve had to make it my regular response:)

Grocery Shopper: *seeing my uniform shirt* “Hey, you work at [Cable Company]?”

Me: “Not right now, I don’t.”

Lack-Of-Service Provider

| Saint Paul, MN, USA | Working | March 3, 2017

(I get a bill from a cable service provider I haven’t had in nearly two years. Naturally, I call them up and have been on the phone with this rep for nearly 20 minutes.)

Representative: “Okay, so I’m seeing the bill here. It looks like it’s mostly overdue fees, but if you pay today I could get some of them waived!”

Me: “That’s lovely, but I haven’t had this service in—”

Representative: *cutting me off* “Yes, it was cut off due to nonpayment.”

Me: “No, you don’t understand. I—”

Representative: “Ma’am, you have to pay to have the service. You didn’t pay.”

Me: “There shouldn’t have—”

Representative: “How would you like to pay today?”

Me: *frustrated* “What’s the date on the bill?”

Representative: “September 2016. Are you refusing to pay?”

Me: “Well, since I ENDED my account with you in October of 2015 because I moved out of state, I’d say yes, I’m refusing to pay.”

Representative: *clearly not listening* “If you continue to refuse payment your service will not be turned back on, so—”

Me: “Transfer me to your supervisor and I hope like h*** this conversation was recorded.”

(Eventually I managed to get a higher-up on the phone and explained without interruptions and got the bill dropped in ten minutes.)

It Was A ‘No’ Brainer

, | ID, USA | Right | December 21, 2016

(During a financial rough patch, my Internet service is disconnected for late payment. I call to see if I could get an extension.)

ISP Rep: “Thank you for calling [ISP].”

Me: “Yes, hello. My Internet was disconnected due to a past due balance. I was hoping you might be able to turn it back on. I get paid on Friday and can pay the bill then.”

ISP Rep: “I’m sorry, but without a payment we cannot reinstate service.”

Me: “Well, that sucks. Figured it was worth a shot. Okay, then, thank you.”

ISP Rep: “Okay? What do you mean Okay?”

Me: “Well, you agreed to provide me a service, and I agreed to pay for it. I failed to live up to my end of the deal, so you stopped providing your end. Fair enough. It sucks for me, but I’ll call back on Friday and get the bill paid and have my internet turned back on.”

ISP Rep: “Hmm. Sir, can you please hold?

Me: “Sure, I guess.”

(The rep puts me on hold for about five minutes and then returns.)

ISP Rep: “Sir, I’ve turned your Internet back on, but you have to promise me you will absolutely pay that bill on Friday, or else I’ll be in a lot of trouble.”

Me: “Sure, I will absolutely do that. Thank you very much, but if you don’t mind my asking, what changed?”

ISP Rep: “You are the first person in three months to not yell at me when I’ve told them ‘no’ to something.”

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Doesn’t Have The Power To Break Script

| NJ, USA | Working | August 21, 2016

(I am on a chat window with my cable provider because my parrots chewed through the power cable on my cable box, so my cable box has no power. I am asking if I can replace it with them, or where to purchase a new one.)

Me: *gives serial number for cable box* “Can I purchase a new AC cable for this model? Mine is cut in half from my birds so my cable box won’t turn on.”

Customer Service: “I see the problem; does your cable box have a power button on the front?”

Me: “Yes.”

Customer Service: “Try pushing the power button on the front of the box. Has this solved your problem?”

Me: “No…”

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