Complaining About Customer Service

Sometimes it Pays to Talk

Posted by Lynnae on October 6, 2008

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Sometimes striking up a conversation will make you aware of opportunities.

There comes a time in everybody’s life where you will be dissatisfied with someone’s services. You will have a choice. You can accept the bad service, or you can say something to someone, hoping that you will be instrumental in changing things.

I’ve recently faced that situation in my own life. Though I don’t know the end of the story yet, I’m optimistic that I can get the ball rolling for some changes around here. Let me start from the beginning.

The Devastating Revelation

When we were preparing to move into our new house, I called the utility companies to switch over my services. I called Qwest, my phone company, to switch my phone and DSL over to my new address. In talking with them, it turned out I could bundle Directv for less money than I was paying Dish Network. Since I don’t have any strong opinions about satellite service, I jumped aboard.

But then I found out there was no DSL service in my area. I was devastated. I know that seems to be a strong reaction, but I seriously love Qwest’s customer service. We’ve had very few problems with DSL, and the problems we have encountered have been resolved quickly. (Despite the loss of DSL, I still got the deal on Directv.)

The Unacceptable Solution

It seemed the only solution was to get cable internet from a cable company that will remain unnamed, but one that I despise. We’ve had cable internet before, and their customer service is terrible. In fact, I think the company was on some list not to long ago that listed the worst companies as far as customer service.

And it’s true. When the technician came out to set up our internet, he was having some problems. The technician was on hold for 20 minutes before his call got dropped. He had to call back again. Fortunately they fixed the problem.

An Interesting Turn of Events, and Why it Pays to Talk

Before we set up our internet connection, we set up our satellite TV. We set up both services, before we moved in. When the satellite guy came, we tested the connection on the TV, and all was well. Then I took the equipment out of the house, so the construction dust wouldn’t damage it.

A week ago Friday we moved into our house. I was looking forward to watching the first Presidential debate while I cleaned and unpacked. I hooked up the TV. No signal. I made a frantic call to Directv. They tried a few things, but nothing helped. They told me they’d get a technician out on Monday. (I managed to find the debate on a radio station, so all was not lost.)

Monday morning rolled around. The Directv technician came out, and it turns out the cable guy had disconnected the satellite cables! I was astounded, but apparently the technician has seen it before from this cable company. That’s when I started to talk.

I told the technician how much I hated the cable company, and how much I would love to have DSL. And he told me something I didn’t know. According to FCC regulations, if 20 households in an area request DSL, the phone company has to provide the service! Time to start working on the neighbors.

But the Story Doesn’t End There

Also when we moved in, we tried to hook up our phone, but got no dial tone. My handyman took a look at it, and it turns out the phone cable was cut at the box. So I called Qwest to come out and take a look at it.

The technician came out to our house, and sure enough, the cable was cut. The technician said that he’d seen instances where the cable company had cut the phone cable when a customer switched over to cable phone. Now, I don’t know if the cable company was responsible for our cut cable or not, but the statement gave me an opening to start talking.

I told the guy that we had to sign up for cable internet, because we couldn’t get DSL in the area. The technician seemed surprised, because he knew there were people not too far away who got DSL. I told him how much I didn’t like the cable company, and I told him I was on a waiting list. As soon as DSL becomes available, I’m going to switch.

The technician proceeded to give me some insider phone number to Qwest and a bunch of technical questions. He told me to ask if there was any way I could get DSL to my area, and he gave me his cell phone number, in case Qwest headquarters had any questions.

I don’t know how this will all turn out. Hopefully I’ll call the number, and they can hook me up with DSL. If not, I know I can work on my neighbors and hopefully get things moving that way.

Regardless, if I hadn’t talked to both service technicians, I wouldn’t have even known there were options. I would have grudgingly continued to pay the cable company for my internet connection each month, without realizing there was something I could do about it.

The moral of the story is, when a door is closed in your face, look for an open window to sneak through. No isn’t always no. Sometimes it’s maybe.

Photo by polandeze.

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Comments

20 Responses to “Sometimes it Pays to Talk”

Rika Susan At Home on October 6th, 2008 6:20 am

A very valuable lesson in this post. Thanks! Just goes to show that we shouldn’t always just accept a ‘no’. It may take a bit of effort, but it may be well worth it if you can talk to the right person.
Kristen on October 6th, 2008 7:52 am

I feel your pain Lyanne! We too are having trouble with a cable company (I suspect it is the same unnamed company you’ve been dealing with.) It’s been a week in our new house and we still have no internet service, plus we are now getting a cable package that is far less in quality to our old package, but we’re still paying the old amount.

Directv is coming Friday to hook up bundle service for us.

By the way, the same cable company stole my brother’s satellite wire claiming they took it because he did not pay his cable bill, despite the fact that my brother has never had cable. They entered his locked gate and scared his wife to death. She called the police. It was not a pretty situation.
my daily dollars on October 6th, 2008 8:13 am

I hate cable companies as well. Our main provider is threatening not to carry the NBC affiliate anymore because of a breakdown in contract negotiations. I hope enough people cancel to make them feel the pinch. I like your idea to canvass the neighbors!
Ashley @ Wide Open Wallet on October 6th, 2008 8:57 am

Hey cool! I hope it all works out for you. You go girl!
Angelsong on October 6th, 2008 9:22 am

I’ve come across this bit of wisdom: “Never accept a ‘no’ from someone who is not qualified to give you a ‘yes’.” Sounds to me like that cable company is running its own agenda. Could they have a monopoly in the area?
Greg on October 6th, 2008 9:25 am

The only bit I would add is be polite; use good manners.

I have worked in a variety of support roles. My observation has been that people who are not helpful do not know, or do not have connections with those who can get things done.

It is amazing what w well placed phone call or a form with the correct wording can accomplish.
Marci on October 6th, 2008 9:31 am

Isn’t communication a wonderful tool
Erica Douglas on October 6th, 2008 11:26 am

Thank you for this information! I, too, violently dislike our internet company, so I may try your tactics. Thanks for the great advice! One more reason I love this blog.
Kelly on October 6th, 2008 6:54 pm

Ohh I hate our cable company. I am currently looking for options that will save us money but keep us with the same stuff…very high speed internet, phone with all the bells and whistles, and DVR (we have a bundle deal, but due to *taxes* the bill keeps going up every month…bull if you ask me!)
Diana on October 6th, 2008 7:38 pm

“According to FCC regulations, if 20 households in an area request DSL, the phone company has to provide the service! ”

I was really excited to see this because I live in a rural area and would do almost anything to get DSL.

I am wondering if he told you where to find information on this, how to know what an area is and how to submit your information to the phone company.

Thank you for sharing this!
Lynnae on October 6th, 2008 8:05 pm

@Diana - He didn’t tell me where to find the info, but I’m planning on researching it. If I find anything, I’ll let you know!
Diana on October 6th, 2008 10:34 pm

I tried googling it but had no luck but I plan to try again when I have more time. I will let you know if I find anything also.
Frank on October 7th, 2008 6:04 am

Lynnae

Some very sound advice. Recent trends indicate cable companies will be he big losers in this economic turndown. Why? Because there are many inexpensive yet reliable choices emerging.

Consumer loyalty is directly related to how the consumer feels about the service provider. I know I feel no loyalty to my cable or cell phone provider….. You did a nice job with your article. Thanks

Frank Costello
Emily on October 7th, 2008 8:13 pm

What a story! I found myself in a pickle like this a little over a year ago. I hate Time Warner Cable and Dish TV was having an amazing bundle special with Earthlink for internet, so during my move to my new apartment I canceled cable and set up an appointment for DishTv. They came over to set it up and realized Dish wouldn’t work at my apartment because of a tree blocking the satellite signal! They told me sorry, I couldn’t have Dish. So now I had no TV, and internet with a different company. I had to call Time Warner to get the TV installed, but they couldn’t come out for 1-2 weeks! And they technically own Earthlink now, so they wouldn’t officially switch my internet from Time Warner to Earthlink…so I have working TV and Internet but technically with two different companies, and it was just such a mess. There was no communication on either side and I was SO frustrated. I feel your pain and hope this gets resolved quickly!
Patrick on October 12th, 2008 8:57 am

Wow. Just wow.