ClubSteeler
10-17-08, 07:59 AM
I had a service problem. After many calls to CSR, and getting nothing but excuses and denials that it's not their fault, I came to this board for some help.
Thanks to mods and others for your help. I am all set now.
Part of me getting a solution, surprisingly, was by emailing them. The first response was a canned response and I doubt the rep even read my message. I replied back, somewhat harshly, and asked him to actually read my message before responding and a sent a little threat to contact the VP of Customer Service.
Well this guy personally called me back. And he was very helpful. And as we were talking, he kind of explained how there are approx 60 email CSR reps at any given time, and they are also trained to be techs and could be very helpful. He also hinted at, without saying it, that when you call CSRs, they are untrained phone operators.
And I have found that by emailing, if I can convince them that I'm not an idiot, they will respond, call back, and work with me, unlike the phone CSRs.
So back to my story... This guys decided that I need to have a service call and he sets one up for me, and he credits the service charge to my account. Great. About 5 days before the service, I realize that my service address is my old house, and my billing address is my new address. So I email them to fix it, and tell them to make sure that the service company knows to come to the right place. I geta a reply saying that my info was updated, but they have no record of me having any service call scheduled. Great.
OK, maybe I'll try again next week. So I make plans on the afternoon I was going to wait around for the service call.
as I am ready to walk out the door, the tech calls and tells me that he went to my old house and needs my new address. I apologized and printed out the email to show him that I was told that I never had a service call set up, and that I fixed my address, and none of this was ever communicated to him. Anyway, he was there in 10 minutes and fixed my problem. He was friendly and knowledgeable.
So... I'm not rally sure what my point to this story is.. Other than..
A suggestion: Start CSR contact through email rather than phone, but ask them to call you back. This is the best way to get a well trained CSR.
And, my CSR experience overall satisfactorily fixed my problem, but they really need to work on their communication between email CSR, phone CSR, and service.
Thanks to mods and others for your help. I am all set now.
Part of me getting a solution, surprisingly, was by emailing them. The first response was a canned response and I doubt the rep even read my message. I replied back, somewhat harshly, and asked him to actually read my message before responding and a sent a little threat to contact the VP of Customer Service.
Well this guy personally called me back. And he was very helpful. And as we were talking, he kind of explained how there are approx 60 email CSR reps at any given time, and they are also trained to be techs and could be very helpful. He also hinted at, without saying it, that when you call CSRs, they are untrained phone operators.
And I have found that by emailing, if I can convince them that I'm not an idiot, they will respond, call back, and work with me, unlike the phone CSRs.
So back to my story... This guys decided that I need to have a service call and he sets one up for me, and he credits the service charge to my account. Great. About 5 days before the service, I realize that my service address is my old house, and my billing address is my new address. So I email them to fix it, and tell them to make sure that the service company knows to come to the right place. I geta a reply saying that my info was updated, but they have no record of me having any service call scheduled. Great.
OK, maybe I'll try again next week. So I make plans on the afternoon I was going to wait around for the service call.
as I am ready to walk out the door, the tech calls and tells me that he went to my old house and needs my new address. I apologized and printed out the email to show him that I was told that I never had a service call set up, and that I fixed my address, and none of this was ever communicated to him. Anyway, he was there in 10 minutes and fixed my problem. He was friendly and knowledgeable.
So... I'm not rally sure what my point to this story is.. Other than..
A suggestion: Start CSR contact through email rather than phone, but ask them to call you back. This is the best way to get a well trained CSR.
And, my CSR experience overall satisfactorily fixed my problem, but they really need to work on their communication between email CSR, phone CSR, and service.