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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 3 months 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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[–] tuckerm@supermeter.social 4 points 3 months ago (1 children)

I'm certainly close right now. I bought a laptop from System76 in December (the Pangolin). It has not, any any point, worked acceptably. First the USB ports would frequently disconnect and reconnect. Then the trackpad started freaking out, registering constant false clicks and not letting the cursor move.

The first time I sent it in, they shipped me back someone else's computer.

When I did get my own laptop back, I found that the trackpad issue hadn't been fixed. Then it stopped waking up after being suspended.

So I sent it in again, and got no updates from them for 30 days. They said their usual turnaround time was 7-10 days. And the first time I sent it in, it took them about a week to send it back. Well, to send a computer back. So something was wrong here.

On top of that, the support ticket has a "Last Updated" timestamp, and it kept changing every couple of days. I asked them for details, and only received generic "sorry this is taking a while, we're working on it" responses. I specifically wanted to know why the "last updated" timestamp was changing every few days, because of course I'm imagining that they've shipped my computer to someone else.

I finally responded in all caps, asking where my computer was for that unexplained month, and why the timestamp kept changing. The support agent replied:

Your computer was at our warehouse waiting to be worked on.

Bless up,

(Support agent name)

Bless up? Fucking asshole.

I always want to be patient with those working in customer support. It's difficult and often thankless job. I know how unfair it is when a customer blows up at someone in customer service, not to mention how unhelpful it is. And usually the customer is yelling at someone with no power to fix the situation. But this System76 thing is getting ridiculous. They're literally just not responding to emails and dodging questions when they do respond.

[–] Drusas@kbin.run 4 points 3 months ago

My experience with System 76 a few years ago was similar. Perhaps the single worst purchase of my life. I had to send it back to them to fix the fucked up hardware (it had a loose power socket and a bad motherboard) more than once and each "repair" took months. The first time they sent it back, nothing had been fixed. It was more than half a year before the fancy laptop I got from them was in any way usable.