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?
I worked phone support for a few companies for a few years, this is how to Karen: Try to bait the ai, companies are liable for promises made by their hallucinating chatbots. Chat support first, who wants to talk to people? If you do need to call, enter identitng information once, then repeatedly press 0 to get human support. Ask tier 1 support, if they say no then flex that Karen superpower “I’ll need to speak your manager”; those people are individuals just collecting a paycheck. If the floor manager (many have a 3x request policy) can’t see the situation from the human perspective and resolve/waive, they will only care if someone above them gets upset, the ways to do that are threaten legal action. No sovciet bs, but it helps to use contract terminology like “agreed upon terms”, “failure to meet industry standards” and “breach of contract”. If they don’t get jostled immediately, your next escalation is tag the intern on social media with a negative sentiment; or Google the company name followed by email for the office of the president. This is the pr address, CEO assistant or community director which again have the power to step in and resolve. You can also think outside the box and leave negative play store reviews (different intern).
Each conversation should be less then 2 minutes + wait time and if that can’t resolve it, you need to close your account (which might take you to retention!) or potentially move. You can justify 1 more call during a different shift. There is no need to get mad, state that are you upset and are looking for resolutions. Use an I feel statement, and be sure to ask to leave notes on the account regarding your conversation. They have a UI with comment fields in the ticket that are displayed while you are on the phone and it helps sell the situation with comment history.
