Priority Sequence
A couple of months ago I blogged about some great customer service I received from Virgin Mobile. It was a rare experience and the last 2 weeks has proven to me just how rare good customer service is.
Because my parents are moving from one state to a new one all of their documentation, bank accounts, medical plans, utilities, etc., need to be notified of their new address. In addition, things like cable and telephone have to be cancelled at the old address and ordered for the new one. To complicate matters even more my parents are selling their house and moving into an apartment. This means insurance has to be changed (you cannot hold regular mortgage insurance on a house that is vacant) and policies need to be updated.
So far I have been in contact with 21 companies regarding these changes. And after 2 weeks of online chats and phone calls with customer service reps I loathe the phrase...
The new telephone company kept me on hold for 45 minutes. That was after I had an online chat with an agent that helped me place my order for new phone service. Once I finally reached a real person on the telephone they had to place a second order because they couldn't locate the one placed online.
I have spoken with 6 different CSRs from the cell phone company. It's simple. I want to port my parents old house number to their cell phone. You can do this now in the States. That way they can keep the phone number from their house that they've had since I was born. The first 2 reps couldn't find my parent's cell phone account. The 3rd and 4th rep said they placed orders for the transfer. The 5th rep had no record of their cell phone account existing OR the orders placed.
Here's hoping that the 6th rep got it right. I will know on September 17th - the day that the transfer is scheduled to be completed. (I won't hold my breath.)
I'm learning through this adventure that there is nothing priority about you or the help you get from a customer service representative.
Nothing.
Because my parents are moving from one state to a new one all of their documentation, bank accounts, medical plans, utilities, etc., need to be notified of their new address. In addition, things like cable and telephone have to be cancelled at the old address and ordered for the new one. To complicate matters even more my parents are selling their house and moving into an apartment. This means insurance has to be changed (you cannot hold regular mortgage insurance on a house that is vacant) and policies need to be updated.
So far I have been in contact with 21 companies regarding these changes. And after 2 weeks of online chats and phone calls with customer service reps I loathe the phrase...
The next available representative will assist you shortly.
The new telephone company kept me on hold for 45 minutes. That was after I had an online chat with an agent that helped me place my order for new phone service. Once I finally reached a real person on the telephone they had to place a second order because they couldn't locate the one placed online.
I have spoken with 6 different CSRs from the cell phone company. It's simple. I want to port my parents old house number to their cell phone. You can do this now in the States. That way they can keep the phone number from their house that they've had since I was born. The first 2 reps couldn't find my parent's cell phone account. The 3rd and 4th rep said they placed orders for the transfer. The 5th rep had no record of their cell phone account existing OR the orders placed.
Here's hoping that the 6th rep got it right. I will know on September 17th - the day that the transfer is scheduled to be completed. (I won't hold my breath.)
I'm learning through this adventure that there is nothing priority about you or the help you get from a customer service representative.
Nothing.
This entry was posted
on Friday, September 12, 2008 at 12:15 PM.
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12:35 PMHow about the phrase - "Your call is important to us!"
...roflol!
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