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The Pain of Dealing With Cable Companies (and Phone/Internet Companies as Well)

M

Mikey Radio

SNL aired this sketch this past weekend and I thought it was hilarious, as it encapsulates perfectly what it's like when dealing with customer service at major cable, phone and internet companies. Overly cheery and VERY understanding phone operators who seem to apologize repeatedly for everything you tell them, then being transferred to endless other departments and people, asked to provide account details from your bill, answers to security questions and writing down confirmation numbers, then hearing offers and information about their service while on hold, only to hang up several minutes later with your issue still unresolved or at times, buying something you hadn't even wanted:

 
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I loved the skit. In fact, when I moved once, cancelling my service, I was told to take my box to the nearest UPS store after printing the shipping information in an email they sent me. I did so. I was given no receipt at the UPS store. Weeks later I get a huge bill for failing to return the box. After a good 30 minute wait on the phone I am told I must provide proof I sent back the box. I have a standard response based on my concept of costing them more time and effort than I'm required.

I stated I did just as I was instructed. I said before I correct their mistake I first need a Purchase Order number and billing address because I charge $50 per hour for problem solving billed in 15 minute increments. For me to get started I need a copy of their latest cable box inventory showing serial numbers of each box. At that point I can provide the needed information. I'm told they are not going to do that. I state this is my requirement and whether they like it or not, their lack of cooperation in resolving their mistake is taking my time away from financially productive work and they were now on the clock. I ask again for the Purchase Order Number and billing address. I then ask their manager for their supervisor. As typical, I am told I can leave my number but that person is not available at the moment. I say, that's okay I will hold until they are available and if disconnected, with continue to phone back until I speak with that person. In other words I'm not going away.

Luckily, my playing hardball got the charge dropped and a verification via email stating such which I insisted happen prior to ending the call.

I learned long ago you have to make it difficult and time consuming for them to give in and you have to tell them it will cost them for you to correct their mistake for them. I point out the faster it goes the less likely I will press for compensation for my time. I got a guy that pressed that before and I said he could continue down that path but my position had already been proven in a court of law as valid and I was willing to go that route if required to resolve their mistake.
 
After the Gatlinburg wildfires, Charter was demanding the burnt-out husks of the cable boxes to issue credit. The Comcast areas didn't have that same issue because a local Comcast salesperson did advance work to help that not happen (believe it or not, there are some very good local Comcast employees. Last guy who came to my house was steller).
On the phones with Comcast......as bad as the SNL skit and worst. "No, you can not have a representative. Goodbye!"
 
There are some very good employees working within the huge companies that truly care and go above and beyond the call of duty. I try to start with "I have a problem and I am looking for their help and advice on how we might resolve the issue." Being nice is always the best way to begin and to never lose your cool but rather be firm and state clearing what you are trying to accomplish. If you respect the person that answers, it goes a long way. I have been coached by people I reached on how to resolve an issue.
 
Neel said:
Funny thing is my Spectrum promo is up in December and I'm gonna have to make the call.
Click to expand...
I'm not sure how receptive Spectrum is, but back when I had Comcast for both cable and internet, I started out with a promo rate for 1 year. Once that expired and my bill skyrocketed, all it usually took was a call and a threat to switch to AT&T unless they could offer something more reasonable. While it was rarely quite as cheap as what I had been paying, they'd normally always find another promo code to offer me for either another 6 months or year.
 
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