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Be honest: have you ever lost your temper with a customer service rep? And did it ever help? (lemmy.world)

submitted 1 month ago by _pete_@lemmy.world to c/asklemmy@lemmy.ml

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I’m having a hell of a time with my current ISP (sitting at 18 days now without a connection) and I’m having to bite my tongue every time I’m talking to them (Remember The Human and all that)

Whilst the front line support are nice people and answer the phones quickly they are honestly pretty useless and they never really sound like they know what they’re talking about, also seemingly none of the departments seem particularly good about communicating what’s going on so it’s hard to get a straight and useful answer out of them.

Have you ever lost it with a rep? What happened? and did it ever help push things along?

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[–] Vanth@reddthat.com 9 points 1 month ago* (last edited 1 month ago) (4 children)

I just ask for the next tier of support.

Lots of tier 1 support aren't even armed to do much troubleshooting. They are there to enter tickets and to advise the cookie cutter "have you tried turning it off and on again" type answers and to give scripted explanations of known outages or bugs. More advanced troubleshooting gets done by higher tiers.

In your case, I would ask for a rep to be assigned your case number and get their phone number so you have one point of contact. Whether they actually do that for you is another matter, some companies put very little emphasis on customer service and support once you're already a paid customer.

[–] _pete_@lemmy.world 4 points 1 month ago (3 children)

This had already gone past the first level “customer service” level to the 2nd level “technical support” team who sat on it for a couple of weeks, they’ve apparently now escalated it again and they’re waiting for their “network team” to take a look at it.

I’ve basically lost all hope with them at this point.

[–] BombOmOm@lemmy.world 1 points 1 month ago (2 children)

It might be worth switching providers. Starlink and 4G ISPs (TMobile, Verison) are surprisingly good.

[–] _pete_@lemmy.world 3 points 1 month ago

I’m in the UK, we have a system for switching ISPs that is apparently relatively painless so I’ve started that process but it’s apparently going to be another 2 weeks before the switch can happen :(

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