DIY

What bothers you when you are a customer?


If it doesn't upset you too much, I'd like to ask you to reflect on and share what bothers you as a customer.  It can be in your professional lives (e.g. working with vendor technical support) or in your personal ones (e.g. standing in line at the checkout counter of a grocery store, or having work done on your house).  

This practice (thinking about annoyances) has become something of a running conversation and joke with my brother-in-law Vincent.  Whenever we're at our favorite restaurant, and I see something that bothers me, I tell Vincent about it. His response is always, "Go ahead and write them a letter."  He then adds, "But you know of course, to have any impact, it'll have to be in Chinese."

Sharing your complaints does two things: first, it's therapeutic.   In fact, several months of writing down my complaints about poor service led me one day to ask myself, "Why don't I develop a consulting and training practice on customer service?"  And that's exactly what I did.  You may or may not do the same thing, but you almost certainly will feel better.

Second, and more importantly, it can give you insight into dealing with your own customers and callers.  If something upsets you, chances are it would upset them as well.  As the old saying goes, "Forewarned is forearmed."  Or, if you prefer, "Those who do not remember the past are doomed to repeat it."  Once you're aware of these annoyances, I'm hoping you'll avoid, even unintentionally, subjecting your customers to them.

I only ask that in addition to sharing your annoyances, you share two other things: WHY you were annoyed, and also what you would have done differently.  That analysis will help other readers.

Thanks. 

About

Calvin Sun is an attorney who writes about technology and legal issues for TechRepublic.

132 comments
shawn
shawn

1. I agree there is nothing worse than standing at a counter being ignored not by one but 2 employees. Then when you finally do get some help they act as though they are doing you a favor. This recently happened to me again and after being ignored and then treated as though I was a bother for a 2nd time by the same employee I went and found a manager and let him have it. I told him I will not shop in that store ever again. My money spends anywhere and I would gladly pay more for better customer service. 2. I also find it extremely rude when a waiter/waitress brings you the bill you lay down the money and they say oh do you want change. At that point I always say yes and then they receive a smaller tip. Don't fish for tips. 3. I hate when support people treat me like I'm an idiot. I know they have to walk through the steps I have already done, but the condescending tone is not appreciated.

tom
tom

I ship a large amount of hardware for my training sessions, the shipping agents seem to figure I don't know what I am talking about when I specify that I am shipping 6 large metal crates and I need two men with a power lift gate. I have seen a minivan arrive to pick up 6 "boxes" or in one case a road going semi with no lift gate at all. Then of course there is pick up times, we normally say after four or five o'clock for the pick up and the driver shows up at two or three. Now restaurants, I do not drink coffee, I do not like coffee so please don't get insulted when I turn my cup over and say no thank you. I have had wait persons turn the cup back over and start pouring after I have said no thanks then say "don't you like OUR coffee"? It seems incomprehensible to them that there is someone does not like coffee. In short LISTEN to what the customer is saying and clarify if necessary and remember that listening is more then waiting for your turn to talk

pgm554
pgm554

Talking to Bangalore and somebody greets you on the phone saying their name is Elizabeth. Yeah,right!

wseeba
wseeba

The FTC has taken the absolute W O R S T the insurance industry was able to come up with, copied it, enhanced it, and came up with a process so byzantine it boggles the mind. Try it out for a stupefying exercise in brain freeze. i 877 382 4357. A design resulting in no complaints to process. I guess if you can frustrate people so they give up, your day is pretty uneventful. You don't even have to listen to anyone; the phone tree does all the work!

dnas79
dnas79

1.) rudeness - does anybody remember the Golden Rule? "Do unto others as you would have done to you." This applies to most facets of interacting with the general public also... 2.) having to leave a message to make an appointment to pay someone too much money for a service (Doctors offices). This is a convenient time for me to call you and let you know I want to see you - yet you make me leave a message because this isn't a good time for you to talk to me - then you call me back when it is not a good time for me - like at dinner! This may be a conundrum of sorts... if you felt you were not afford an opportunity to make your appointment when the time was best for you - you may have been rude when they returned your call at a "bad" time - and then they were rude back at you, when you kept your appointment - they remembered you...

lclaudio.rodrigues
lclaudio.rodrigues

Frankly, when I'm a customer, the thing that bothers me most is this: I have a customer problem, then I call a helpdesk service and, as a well informed customer, I start telling my problem in details, with a simple, direct and logically perfect wording to describe the simptoms of the problem. When I'm done, the helpdesk man (or woman) simply ignores all of my beatiful explanation and starts off on a pre-defined, blunt routine asking me if I did this, if I did that, etc. All it does is make me loose my time and my temper! I think there should be different levels of helpdesk service for different kinds of customers.

pmolina
pmolina

The feeling I get when talking to some phone support people that they know that their every word is being monitored and if they don't stick exactly, inhumanly, to the script they will be disciplined. This seems to be particularly true when you get sent to offshore operations. From talking to Indian operators I get the uneasy feeling that they have these good jobs and are scared in their very soul they will lose them if they let their humanity show.

young3445
young3445

Sometimes the site sends me to a page to get something (like a download) but then the site makes me go here then there and finally after looking all over I finally find what I'm after.

n_f_smith
n_f_smith

Being on hold is bad enough. Being forced to listen to their choice of music while on hold is a crapshoot, sometimes good, sometimes bad, but WHY oh WHY do they force you to listen to stupid voice messages telling you about things you don't want to know, or worse yet interrupt the music with a voice message reminding you that you are still on hold and that they will attend to you soon?!? Every time the voice comes on, you are fooled into imagining that your hold sojourn is over, and that you have an actual human being on the line. DANG! A user wants either music or silence. You put the phone down, on speaker, and when you hear a voice, it should belong to a human who can help you, not some stupid canned message that's just another false alarm.

chesapeach
chesapeach

"For a list of all the ways technology has failed to improve the quality of your life, please press 3."

angry_white_male
angry_white_male

If you ignore your customers long enough, eventually they'll stop bothering you. I have a few contracts with a few vendors I won't be renewing this year for that very reason. The biggest problem is the lack of follow up, no response, poor communication. I'd much rather get a weekly update saying the widget I'm looking for is still back-ordered, than having to chase down a vendor all the time to get an answer weeks later (if I get one at all). I used to be a vendor expediter with one of the big-3 automakers and I regularly beat vendors up and put the fear of losing very lucrative business into their heads. Most of the time it worked - but where I am today I don't have the same clout.

michael.torrey
michael.torrey

As a customer, I expect the person who I am BUYING something from to be three things. First, to be INTERESTED. Nothing is more off-putting than a sales person who seems to not care about my business, or who is more interested in finishing the conversation with the other sales person than in taking my money. Second, to be PLEASANT. I don't care if you've had a crappy day, I, as the customer, don't want to hear about it. I, as the customer, just want to feel that you are HAPPY to be getting my business. And if you can't get it together enough to be PLEASANT for a few minutes while you DO YOUR JOB, then you should get a different job and a therapist. Third, to be KNOWLEDGABLE BUT NOT SNOTTY about it. You can be taking pleasure in the fact that you are able to share your knowledge of and enthusiasm for your product or service with someone who wants to know more. NEVER treat them like an idiot just because they don't know what you know. NEVER tell them they are wrong, simply offer the correct alternative. The fact is that if you've got one and two down, most customers don't care if you've got number three, as long as you're willing to do what it takes to find out what they need to know.

syounger
syounger

It is very upsetting when the person waiting on you or answering the phone is rude, acts like they have better things to do or just out and out ignores you.

Vitamin
Vitamin

...instead of helping me. I'm in the store already with money in hand while the guy calling is far away so DON'T PISS ME OFF BY MAKING ME WAIT if you still want my money. I was there first so why are you answering the phone? It's like serving the guy last in line first. Solution: Don't do it.

rmbarge
rmbarge

I can't count the retail shops have I gone into, money in hand, and left ten minutes later, money still in hand. The worst: I once went into a Ralph Lauren Polo store, ready to write a check for a leather chair. Now, this item was in the $2800 range. I spent at least ten minutes trying to buy it, then finally left. Did they just not like the way I looked? I can put up with almost anything, as long as someone is trying to help me. My other pet peeve is an internet merchant who can't be bothered to write an extra line of code to retain my information. How many times has something gone wrong in the purchase process, and you suddenly find that all of the information you have put into the form is blank?

jphillips
jphillips

I don't think I should ever feel like I am interrupting a person paid to have face-to-face contact with customers or potential clients. When I walk up to a service desk, I should not have to wait for the person to finish writing down a thought. I am their thought. When I walk through the door, they should have eye contact with me and "invite" me to approach them. If they are on the phone, the phone should go on hold until I have been helped - if possible. When I walk into a fast food restaurant, the person should put down their rag or broom, stop the conversation with their co-worker or boss, and wait on me. There are exceptions, but lately it seems ignoring patrons is the norm. I am not talking about the guy at the plumbing store who is taking a $2000 order on the phone and expect him to stop to sell me a $2 washer. This the exception of which I speak. And that's all I have to say about that.

T-Cally
T-Cally

I'm annoyed at customers still talking on their cell phones when they are supposed to be completing a business transaction. Bottom line is rude and disrespectful to the other customers in line. We're waiting on you to finish your conversation to pay the teller or worst yet, awaiting you to get your funding together, give me a break.

blarman
blarman

I recently made a call to a very well known vendor about a recovery product. I had a basic question that I felt should have had more explanation within the software in the first place. After placing my call, I was on hold for 15 minutes. The person who answered the phone was pleasant and needed to help me find my customer ID so I could be routed to the appropriate center. No problem. I waited another 15 minutes on hold and got a non-native english speaker that wanted me to give them "one-liner" type descriptions for the problem I was having. She asked 4 times for the exact thing. But she wasn't even the Tech! I waited ANOTHER 15 minutes on hold before finally talking to a tech, who asked me the SAME questions I had just answered. When I posed my question about the meaning of a particular status, he said he didn't know. At that point, my buddy came and told me he'd been able to restart the restore job successfully and that it took all of 5 minutes to restore the file we needed. I was on the phone for nearly an hour and 3 people later I hung up exasperated.

Becca Alice
Becca Alice

Pulling Teeth - I noticed a lot of our customers having trouble with the plethora of "Help Desk" addresses in our mail list (we have a number of agencies working together). So I decided to check into which "Help Desk" was actually attached to what agency, planning to add the agency name after "Help Desk" so customers could find the right one. I sent off a note to each one that was not clearly identified by either notes in AD or a distinct agency email address, asking who received it. From one of them I received a response today - "Nobody." With no name of the person responding, no explanation of why they were responding if nobody got the mail or why the mail address was there if nobody got it. Now I get to play "20 questions" - just what I wanted to do with my day. You Can't Possibly Know - my burglar alarm went off last year on a day when I didn't set it in the morning. Since the system wasn't actually set, it had to be the system, which is old, giving off a false signal. The woman at the alarm company said I must have set it. Now, last I checked, I do not normally do things in some kind of multiple personality disorder where I don't remember I did them. And setting the alarm is frankly a bit traumatic for me since I always worry I'll set it off when I'm just trying to set it - so yes, I remember extremely clearly whenever I do it. But my false signal concern was dismissed based on the woman's belief that I do not have a brain in my skull - essentially telling me I was stupid and liar all in one, with no basis whatsoever for her belief, whoohoo! We're planning on changing alarm companies this year.

drunkenjedi
drunkenjedi

It has been my experience that most support techs that work with the consumer class computers have limited abilities to actually troubleshoot the issues or deviate from the phone script. But the thing that gets me is how freely they give the regular consumer advice to reformat the computer. Nevermind the warnings that you will lose all your data. All the digital pictures of your baby are now gone... sorry. The worst was when I was working with Dell on a business class laptop and they wanted me to reformat the drive and reinstall the os to troubleshoot a network card intermittently not being recognized by the operating system. It took me about 6 hours and several trips to the customer before Dell finally replaced the motherboard which fixed the problem. A diagnosis I had provided within the first 5 minutes of the first phone call. Needless to say I did not do the reformat... I flat out refused. The reformat should not be a basic troubleshooting response and should come with strict warnings.

jfederline
jfederline

1. Being ignored tops the list. Why does it annoy me? I made the ffort to come in here, and they simply have to acknowledge me at the right time to keep me there. What do I do about it? I decide in the seconds that I am being ignored if it is worth saying something to them to get their attention, a decision usually based on whether or not I have enough time to go somewhere else. 2. Not congnitively understand my words, operating on autopilot. Why does it bother me? I chose the words I used carefully, to specify exactly what I want. To squander that gift and give me something else is a waste of everyone's time. What do I do about it? I give them another chance - but they never get two chances. Three strikes and you are out! 3. Not standing behind the product or service. Why does it bother me and what do I do about it? To make time for non-consumer activities (which I highly prefer to shopping) I like to stick with things that pan out the first time, everytime. Any idiot can sell a defective item or service once. But without reparations on faulty delivery, they can't sell it again - they don't sell it to me again, and I tell anyone who will listen not to buy it in the first place.

vohalloran
vohalloran

1. Outsourcing of customer service/sales calls. I don't want someone to answer the phone or call me who can't speak English well enough to be understood. If I did not speak their language well, I wouldn't take a job that requires me to have a conversation with them. All this does is cause me aggravation because for every sentence that comes out of the person's mouth, I have to say, "Excuse me?", and the person has to repeat everything. 2. Fill-in forms that don't ask for everything that is needed. If I fill in a form and answer all the questions that were on there, then don't send me a letter that says additional information is needed. If you needed it in the first place, then say so. This means I have to wait until you receive and process my additional information before I can get the product or service I want. 3. Web ads that say, "Get your free ______. Click here!". But its not free. You have to sign up for a "free" month, giving your credit card number, and you can cancel at anytime. I want the free month. I don't want the service permanently. I want the choice to enter my credit card information or not. And I don't have time to cancel the service. As an addendum to this complaint, I also don't want you to have collected my personal information from a partially filled in order and send me an email all about the product or service I just decided not to get because it costs me money and its not "free".

contact
contact

To me, there is nothing more annoying than to be forced to converse with HAL's grandaughter. If I want to punch in my answers I should be given that option. My second peeve is that the "O" option is not available at all or only after I listen to five irrelevant menus.

ajones
ajones

I should actually say human tape players. They have a memorized script and even though I am 4 steps into their plan they insist we start at step 1. This is true in sales and service. Example, I call about a PC problem. I tell them I already rebooted, I already unplugged the modem and replugged it in. They insist I reboot again! They insiste I unplug the modem again! It is as if they do not know how to skip to step 3! Example 2: I wanted to buy a Nissan, I took my wife and child with me. The salesman only talked to me and kept saying I he knew I wanted a sportier car! I didn't! He would not listen. He had his memorized sales pitch and it was to sell a sports car to me and my family! I needed a family car with good mileage. When I insisted on seeing a particular car, he went in side and sent out a second salesman who again tried to sell me a sports car!!!! I walked away and bought another brand.

ytvette
ytvette

Some customers can be real a**holes!

Snak
Snak

Changing personal circumstances meant that I stopped watching TV. I work both days and evenings and so my SKY TV package, costing ?15 a month (about $30) became pointless. So I called up to cancel it. "Why do you want to cancel?" is a reasonable question. "Because I do not watch TV" was, I thought, a reasonable answer. "I don't believe that!" and "Everyone watches TV so you MUST watch some" are not reasonable reponses. After a 30 minute (yes 30 minutes) call, the guy reluctantly cancelled my subscription. Three days later, he's back on the phone wanting to know if I'd changed my mind. A week after that another guy rang up and suggested I could have a cheaper package. I am amazed that when I said "Another package, cheaper or not, or even free, would be pointless as....I don't watch TV" the guy actually said (I kid you not) "Well it's only ?7.50 ($15) a month - ANYONE can afford that. Even if they 'don't watch TV'". Then the junk mail started: "Come back to SKY for only...", and "We miss you..." (yeah, right). Almost every other day. For the record: Dear SKY - no matter what you offer, now or at any time in the future, whether I start to watch TV again or not, for however much or little, I DON'T WANT IT - NOT FROM YOU!! There vent over. What would I do differently? I would not sign up to SKY again. What could THEY do differently? Realise that their customers should be valued and looked after, not 'valued' and treated with contempt (if you get the subtle difference between my two uses of the word 'valued' there).

mgoff
mgoff

A big annoyance to me is when an automated system asks for my name, address, phone number, business, account number, ect. ONLY to have the tech that answers the call to ask the very same questions, all the while I can hear the tech typing my answers into his/her system. Why do both?? Either use the info I gave to the automated system or don't ask me for it and then turn around and ask again. This happens on 30-40% of the vendors I call for support.

ReasoningVoice
ReasoningVoice

Getting Customer Service right must be very hard to do because very few companies even come close. I have been on teams that have developed very expensive CRM systems, and in many cases found that the company wasts the money (usually hundreds of thousands of dollars) spent on the system. Why? The lack of training for the CSRs who use the system. You can buy or build a $10-mil system, but if you staff the system with incompetent, ignorant, or lazy CSRs you will still drive your customers crazy -- and most likely drive them away. As a customer, the most egregious and most annoying offense by CSRs is three-fold: 1) they make many unsupported assumptions; and this often is because 2) they don't read your email (or listem to your complaint, if it is a phone call) before responding; and this leads to 3) giving bogus solutions. This happens far more often than a having good (or even decent) customer support experience, and it wastes everyone's time. The second most annoying experience is when the CSR has a script, and he cannot think for him/herself. If it's not in the script, they don't have a clue how to handle it. Or even if it is in the script, you have to wait until the get to that part in the script ("I'm sorry, sir, there are some preliminary questions that I must ask."). Never mind that these questions have absolutely no relevance to the situation which has already been elaborately and elegantly laid out for them. Customer Support can become useful for both the company and its customers. But not until the company learns a very important fact. The operative part of customer service is the "service." And achieving good service requires training. The training step is usually forgotten, ignored or glossed over. Good customer service will never happen until the training is accomplished and "service" is emphasized!

severian
severian

Calling into support, landing in a phone tree, and getting answered and "helped" by someone who is technically illiterate and following a troubleshooting script. They don't hear you; you might as well be talking to an ATM. After several reboots, power disconnects and reconnects, patch downloads, they refer you to 2nd tier support, who says "Oh, you should've just told them that... Your (put device here) is bad. We'll send you a replacement." I don't hold this against the support person, but against the company and their management.

cneimeis
cneimeis

Usually I try to contact support thru email to make sure they get the problem right, and to give them a little time before they respond. My pet peeve is to send such a query to "Support@wherever", complete with system info, and get a generic "Have you tried..." list that any kindergartner can recite from memory! Why don't they read the email???

JDRodgers
JDRodgers

There is nothing that turns customers off quicker than poor service or the perceived "bad" attitude of the server. Server could be a technician, clerk, wait staff, etc. I recently went to a home supply store to buy a replacement oven -- I knew exactly what I wanted , told the clerk and his first words were, "Well, that's a special order". I walked out and went to another store where the clerk said, "Sure, let me look it up and give you a delivery date." Guess where I bought it.

yagar
yagar

Calling tech support and getting someone who doesn't speak very good English. You get on the phone needing a part you have to get from the company that made the laptop. At the end of the conversation you are unsure if the person on the other end of the phone actually understood what you said, or what you are really going to receive. You have to wait until the part arrives to know if he actually understood you. This is America and we speak English, may I please talk with someone that speaks the same language that I do. Folks that have jobs that are too incompetent to do. Time and time again an IT person does updates to the Network, only to put the Network completely down or some part of it down. How long would you keep your job if you put email out of service for a week because of something you did, not once but twice, for a week each time. How long would you keep your job if you put all the printers on the network out of service for a day because of something you did. I get a call from a customer that has purchased a new computer. They have been on the phone with their ISP for a couple of days because while they could still get online they could not check email. Upon arrival I find that the woman had been told she could only type her password using the main part of the keyboard that the number keys would not work. I call the ISP and get some lady that would not listen to me, insisting that everything had to be ok because she could see the email account on the server. I hang up and call right back. This time I get a guy and ask him if he would reset the account. He does it and all is fine. This lady spent 3 days, several hours at a time, on the phone with this ISP. They told her she needed to get someone there that knew more about computers than she did. Karmashock, detailed a nice list of pet peeves, couldn't have done better myself. I do have to disagree with the Organic Foods. Unfortunately it's been picked up and publicized by certain groups of individuals as the "in thing" to only eat Organic foods. jabbotts@... has already detailed the concerns of all the chemicals that are consumed everyday by run of the mill foods. Growing crops in the organic environment has added benefits to the ground it is grown in. Unfortunately the "in people" have made it such a thing as to leave a bad taste in one's mouth.

ladywhy
ladywhy

Amen to that! And when you're calling for service for something you already own, it's galling to listen to advertisements about the product or service and how good it is, or other reasons they think you should give them even more of your money. Also, when the recording tells you to go online for faster help, and you're calling because you can't GET online. That infuriates me, every time they repeat it. And then they wonder why you're cranky when you finally get a person on the line?

boxfiddler
boxfiddler

"worse yet interrupt the music with a voice message reminding you that you are still on hold and that they will attend to you soon?!?" Am I so stupid that I don't know when the music stops and the real, live person (if I'm lucky) comes on the line?

danenbarger
danenbarger

You have hit it on the head with your quote. Precise. Exact. And nobody gets it. The relief I get from your comment is to know that this problem is all over the western world...if that is any consolation.

dspeacock
dspeacock

Perfect example of this: Went to buy a new iPod for my wife for Xmas (she wanted to be able to watch movies). Finally found one at a retailer who shall remain nameless (think white dog with rings around the eyes). Took 20 minutes to track down a staff member (they were nowhere close to being busy, just jawjacking at the counter) got to ask 1 question, not get an answer, and have him leave me high and dry because some sweet young thing walked by and said hi to him. Tracked down a manager and told her that me and my 5-600 dollars were going somewhere else because of this. Her response was......so what!!!!! Needless to say, I bought elsewhere, haven't been back for ANYTHING, and fired off a very unhappy letter to the corporate office (unanswered)

Fred Tatt
Fred Tatt

The service person should always acknowledge the client -- even in the case of your exceptions -- eye contact and a quick "I'll be with you shortly".

david-burgess
david-burgess

I don't talk on my phone when I'm at the checkout, so why would the employee be answering the phone, when they are dealing with me ? Actually it doesn't really annoy me that much, and I can see why, the phone rings, there's no-one else to answer, so they answer it as they're ringing up your purchase, or handing you your change. Solution: Have someone else answer the phone.

boxfiddler
boxfiddler

Tape recorded telephone solicitations for votes or my business. If you want my vote or my business you darn well better talk to me in person (so to speak).

severian
severian

Yes, the people who implement these trees need to be put on racks.

boxfiddler
boxfiddler

I recently shopped for bids on remodeling our kitchen. In every instance the sales person who came to call ignored me and aimed all his commentary at my husband. After pointing out that it is my money that will pay for this and that I am the one who actually uses the kitchen, and quite extensively at that, these nits continued to aim their thoughts and opinions at my husband. One of them even went so far as to tell him that one of the things I wanted was stupid, and that another of those things that I wanted was a lot like "a person on welfare driving a BMW." Needless to say my kitchen still needs a good remodel. Does this kind of idiot even have a brain? How do these kinds of people keep jobs? edit typo - cripes but I've a lot of those lately

dcrandell
dcrandell

I had a customer reem me out because I answered his question with no. He exploded on me and said something to the effect of "you never say no to a customer I have been educated on customer service and you never tell a customer no. You say that you will try" I think that is complete bull and what is wrong with being to the point?

boxfiddler
boxfiddler

How utterly annoying to waste my time and breath that way. I have better things to do that constantly repeat myself - to a machine 2 times out of 3 no less.

david-burgess
david-burgess

This happens time and time again. On the phone, you enter your details into the automated system, then when you are connected to a real person they ask for the same information. When I say, I just entered that, the reply is, well it "didn't come up" or "they don't have it" or "It's a different system" Solution: Link all the information together. What a breath of fresh air it would be for someone to say, "Now I already have all your details here"

rhomp2002
rhomp2002

I had a problem with my computer and an item that was suddenly no longer working. I have had the computer for a couple of years and it has now kicked to the second company that offers a service contract. I called the second company as I was supposed to. Luckily I got a smart service rep and when I told him what was happening and the history of it he asked a couple of questions, said he had to look a couple of things up and would call me right back. Wonder of wonders, that is exactly what he did. He had checked out what needed to be done and led me right through the whole operation and then held on until I checked that it was working again. I gave him a sterling review and told him while I was on the phone how much I appreciated his service and that he was the first one in a long time who actually listened to what I as a customer was saying. I really wish there were a lot more companies like that one. I have made sure ever since that when I got something that had a service contract with it that the company was the one this guy worked for. Do you blame me?

HappyHeathen
HappyHeathen

Agreed. I've had instances where I've had to demand to be forwarded to an Engineer when the calltaker refused to listen to my answers/description of the problem and had me continually repeating myself simply to answer his scripted inquiries. No thinking...no analysis...no help...

Leslie The Computer Lady
Leslie The Computer Lady

OK, now for my complaint. I have been dealing with BELLSOUTH now for 30 years with the same complaint!!!! I lived and key word is lived, in a remote area with one neighbor. We happened to be on the same phone connection box out in front of their house. Well when it rains, we both get static cannot connect on dial up internet and can even hear each other's conversation on the phone when one or the other is using the phone. I being a Computer Repair person needed a more competent connection to the internet, can only connect at 19bps or highest on a clear, warm day, 21bps. That's with PRAYER!!! Both neighbor and I have called repeatedly and complained to BELLSOUTH SUPPORT,! and have been told that by law they are only required to supply 14.4bps for fax. So here we sit. Yesterday 3/7/2007 I had to call again as I have been receiving a single and one half ring on my phone, then nothing, I have a full package, call forwarding, caller id, 3 way calling, ect.ect.ect. When I got to tech support, the person explained that I had call forwarding on. Well I had not set call forwarding. I am NOT STUPID, I know how to set and unset call forwarding. This I explained to the person and asked who and how could it be set, to which they explained, it has to be done within the house, not so I explained as yesterday all rang through and I had not set it that day. Needless to say I am AN UNHAPPY BELLSOUTH CUSTOMER. I have gone on the Satellite internet, but cannot go on to other phone sources as of yet. NO CABLE where I am and Vonage does not yet work with satellite. Hurry Vonage, Would I LOVE to tell BELLSOUTH where to stick their phone service. SOLUTION: BELLSOUTH ARE YOU LISTENING????? FIX THE PHONE LINES!!!!!!!! INSTALL A NEW PHONE BOX OUT BY THE ROAD. DO SOMETHING!! QUIT TREATING ME LIKE I AM JUST A DOLLAR SIGN!!!!!! Whew! That felt good and by the way, I don't know Chinese or else I would have posted in that language also Vincent! Thanks for the FREE Psychological Support!!! It really does help. I don't feel quite so postal now.:-)

Leslie The Computer Lady
Leslie The Computer Lady

Unaware to most of the public, Target stock is owned by Italians IN ITALY!!! This is true, as after hearing this I did a little investigation on my own and even e-mailed corporate. Yes they hire Americans and pay Americans, but the bulk of the money spent in this store goes to Italy. I will not and have not shopped in Target since. Being a RED BLOODED AMERICAN I resent the fact that Italy would not support America in its desparate attempt to free, tormented by a Tyrant, people like you and me. OUT OF FEAR OF REPRISAL. They got bombed anyway! So, that's my opinion on the subject of your post. My Money Will STAY IN AMERICA!!!

dcrandell
dcrandell

Sorry but you said in your reply "there's no-one else to answer" so how is it that you have someone else answer the phone?? The way that I worked this when in retail was told the custome in the store "Just a second" answered the phone and put them on hold till I was done with the customer in the store. Seemed to work good but not everyone does it. I have also had people that would not let me off the phone because i had answered it and "I was helping them now and nobody else"

clark1
clark1

About a year after we had RR installed we started to have connectivity issues in the early morning but would clear up a few hours later and we would be good to go. One morning I went outside and noticed that the dew was heavy that morning and we had no connection. A few hours later when the sun came out and things dried up we had a connection. I called Tech support and just about jumped through the phone. I gave them the symptoms, early AM no connection, dew on everything, sun comes out, dries up, connection. Conclusion: A break in the insulation somewhere on their end between my home and their box for the area. First Techie I talked too tried to get me to do the usual reboot, etc... I told them that the issue was outside on their end and to connect me to their supervisor. After 45 mins I eventually was connected to a Tier 3 tech that had some brains and after I described the issue/symptoms they agreed with me and had a service tech out the next morning. surprise of all surprises when he took the cover off at the house low and behold the cable insulation was cracked. He replaced the connection and we have had ZERO issues since. Right after school I worked for Verizon DSL and I kept getting bad "reviews" because I did not follow the script. After the customer would tell me their issue, I would help them get it fixed without the script. Needless to say I don't work there anymore. PS: the pay sucked anyways LOL

GNX
GNX

Just be glad you don't have AT&T. They are the worst. My company switched over from Verizon and every time I have a line that is down, I need to make 20 calls to the voice prompted crap system they have. I says its sorry when I tell it to F off that it doesn't understand what I just said. Of all the companies I deal with, they are the only one that does not do a survey on customer service. Every issue with them they use an outside vendor (Verizon) to fix stuff.

sdrayton
sdrayton

We had a network circuit that used to degrade or go down all-together every time it rained. When we called technical support they would test the circuit and it would come back up. After multiple visits by or local technician, I met him by the external connection on the outside of the building. The circuit was connected on a 66 block and there was mold growing between the terminals. When it rained the mold would conduct when the vendor tested the circuit, it would dry out. The technician bypassed the 66 block and crimped the wires together. We never had any more problems with the circuit. Alternatively, you might try running the box over with your car (tractor, lawn mower, etc.). The replacement will probably work better.

IT cowgirl
IT cowgirl

Exact same issues with the phones whre I live. When it rains the phone sux! The phone box a the end of the street is always OPEN! Sat does not work because we have too many trees. Finally cable has internet in our area and I am ordering ASAP!

Chilly Willy the First
Chilly Willy the First

Leslie, Diana and Steve; As you can see from reading each other's posts, the culprit is moisture. What's so amazing is that the "Customer Service Rep" that handled your calls was as dumb as a bag of hammers. As soon as you mention hiss or crosstalk they should have known that there was a moisture problem. Ever drive down the road and see a tank strapped to a telephone pole with a tube going into the ground? It's not there to make the pole feel better. (Oxygen, needed stat!) It's to dry out old wire. Steve, the reason that there was a 66 block there in the first place was to segment the circuit from your house and the network. When a Telephone Technician pulls those little clips in between the halves of the block and still hears hissing or static he knows that HE has the problem and it's not something that you have on the line inside your house like phones in every room of the house all tied together with baling wire. :(

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