Resolved

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Final episode of the whole Comcast/xFinity saga (at least until the next issue comes up…). If you are curious as the to what led up to this, you will have to take a look at Thieving and Ongoing Saga. Those will get you caught up.

So, yesterday, I was back on the phone with Comcast for over 45 minutes, again. I called and after running through the whole saga with yet another customer service representative, and him reading over all the previous notes left by all the various other people I have talked to throughout this ordeal, he finally messaged the payment services division.

He has to use use their internal messaging service to make contact so it took about 20 minutes to get a response back from this division. Once they responded back, they had to do their research based on the reference number I had been given. They finally sent a message back that the person who had been assigned the case wasn’t in the office but would get back to me in the next 24-48 hours.

So, after all of that, I am left with, “Don’t call us, we’ll call you.”

$#%@&!

My skepticism was at an all time high.

Lo and behold, 10 minutes after I get off the phone, I get a phone call from the guy supposedly researching the issue. He apologized three times for not getting back to me sooner since he had indeed received everything he needed last Friday when I emailed the documents in. BUT, they still couldn’t locate the payment as yet and he was still doing research. He would call me back when he knew more. I also asked if I could get a credit applied to my account because of all the time and trouble this has caused and it was an error on their part since it has been paid the same way for years. He said, no, he couldn’t do that and they weren’t sure why it had happened.

If I could have reached through the phone, I likely would have punched him. But, I was trying to be nice, not really expecting a response, so I thanked him and asked if there was a number I could reach him directly at. He actually gave me a number and extension. I was surprised, but hung up thinking I wouldn’t hear from him for another week.

15 minutes later, he calls back and said they had located the payment and that it got applied in a different division (whatever the F to the uck that means) and that it would be transferred and applied to my account within the next 24-48 hours.

20 minutes later he called back and left a message that it was now applied to my account and that would resolve the issue. No “Thanks for your patience” or “We’re sorry, here’s some credit…” or anything.

Honestly, I want groveling. I want profuse and profound sucking up to keep my business.

But we all know, especially them, that they have us over a barrel.

Anyway, I logged in this morning and the payment has been applied to my account. Case closed. I hope.

We’ll see how the payment goes this month, with I just schedule yesterday.

Mind reader

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I provide customer support to school district for their SIS. I have clients all the time that apparently think we are mind readers because they give us no details in order to investigate an issue.

Today’s email:

Hello, one of my teachers has posted his grades but some still show as not posted. Can you tell me why this is so so I can pass it along?

What am I supposed to do with this? There is nothing in this email that gives me any clue what to investigate other than it is a teacher and has something to do with his gradebook.

This should be proof about customer service people and why they are already irritated before you even start talking to them. If you are going to be a smart customer/client, you have to provide the people that help you with detailed information not just “it’s broke and I don’t know what to do.”

Now, I have to call this client and ask questions before I can even begin to investigate the issue. This is a waste of my time and a waste of theirs as well. It could be easily fixed, but I won’t know this on the initial call because I will have to get more info first.

*shakes head in disgust*

Come on people, work with us here. We aren’t mind readers.