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?
Yes and yes. It just depends on when and how it’s done. It worked wonders with my medical insurance. My Doctors weren’t too happy yet my health improved.
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.
In person at an apple store.
I bought an iphone used off a friend who stopped being my friend immediately after. I never wanted an apple product, but my phone broke, I was poor and he sold it to me for $50.
I didn’t know you needed the apple id and password to SIGN OUT of anything. I sent him messages, did the whole “click here to request a new password” thing so he would get an e-mail about it…to his apple e-mail which, let’s be honest, no one uses.
Not being able to use the full functionality sucked, but I could manage. What was worse was receiving pictures and messages intended for him.
I did what any sane person would do and brought it to the apple store. The first person who helped me repeated “Our security systems protect your privacy” so many times, no matter what I said, I lost my shit, shouted “I would like to sign out so I can stop seeing nudes of this guy’s girlfriend!”
They didn’t help and I bought an android.
iphones are decent devices from a security standpoint, but useless if someone is still signed in. Your former friend sold you a $50 brick
It still worked as a phone.
Calling features “Security” when they significantly reduce the secondary market is a convenient way to increase profits.
No, its a consequence of increased security and the inconvenience of have to sign out and create a new account when reselling the phone was an acceptable compromise, rather than an intended ‘bonus’ side effect. A lot of times companies do do that, but this wasn’t one off them.
This was your friend’s fault, and yours to trade cash before understanding how the system worked.
Not that I can recall, but I was close pretty recently. There was a minor snafu about a hotel booking I made recently, one that in theory should be a pretty simple fix.
I contacted the chains booking department which usually handles those things, and after serving BS excuses they turned out to be utterly useless. I instead called the front desk of the specific hotel and there too I got an excuse that I at least consider valid: “Yes, it should be possible to fix this, but that’s probably something I should talk about with the manager, as I’m pretty new here”. She then proceeded to tell me the name of the manager, and the time when she would be available.
I called the front desk later as instructed, and talked with the manager. She said that normally booking handles these things. After politely airing my frustration with booking, she had it fixed within five minutes while I was on the call. I thanked her, and asked her to also thank the new hire who did what she could earlier.
Nope. I know it’s a person on the other end that’s probably confused and figuring stuff out to the best of the ability. I try not to get upset because I’ve been there.
