Monday, July 11, 2011

Tips on Customer Service

Bad manners and lack of customer service rarely surprise me anymore, but I kinda got tickled a couple of weeks ago. I had a guy at my house repairing blinds that the cat chewed the string off of (I'll deal with the cat later) and I also had the Verizon FIOS guy coming to give me new, blistering fast Internet.

While I am aware that FIOS is delivered for most by modem, I wanted two hard drops - one in my media room and one in my office - for backup. Must have Internet to work and stream Netflix! And I paid for them up front.

So the FIOS guy shows up and I tell him where I want the drops. The blind repair guy has the blind laid across my kitchen counter restringing it and I'm standing across from him with the FIOS guy. When I tell him where I want the drops, he frowns and says "Is the entrance to the attic in the garage?" To which I reply "Yes." Then he gets this disgusted look and says "It's going to be hot up there."

Well, no crap! It's June in Texas. We've had two weeks of over 100 degrees and you install cable stuff for a living.

I just point to the garage door and FIOS guy stalks out the door. The blind repair guy just looks over at me and raises his eyebrows. So I say "Would you like to give him some customer service tips?" (Because the blind repair guy provided the kind of customer service I imagine you got 50 years ago) He just looked at me and said "Noooooooo." Then he scrunches his brow and says "Did he think he wouldn't have to go into the attic? I mean, he installs cable."

Heck if I know. First time I've ever had a guy who installs cable get an attitude over going into the attic.

So what's up? Are the rest of you allowing cable installers to lay lines right across your flooring? Did I miss a politically correct cable moment? Was I supposed to wait until winter to change service?

Deadly DeLeon


Mo said...

I am so lucky I don't have to deal with this. My hubby is my in house IT guy and we don't let the internet guy past the garage. It is frustrating when the service guy has an attitude about doing the job you are paying him to do. You were way politer than I would have been.

Terri Osburn said...

I bet it'll still be hot in your attic even in winter. It is Texas after all. My cable guy didn't have to go into the attic, but I didn't get new drops. Everything was hooked up and he basically just had to turn it on.

I do have FIOS internet and it's not any faster than the DS I had before. LOL!

Jana DeLeon said...

Mo - Well, marrying an IT guy is definitely one way to solve the problem. LOL I married the car guy.

Jana DeLeon said...

Terri - the first time I had FIOS that was my experience. Then co-workers told me that there's some way to change the channels (or something to that effect) on your modem in order to get the best rate of speed.

Try calling them and telling them their crap is as slow as DSL and you want it fixed. I bet they can send someone to adjust it. They have ways to test your speed.

Kathy Bacus said...

I started chuckling at your references to a "blind repair guy," Jana, and the array of visuals that presents. I know. I'm weird.

The nitwit FIOS guy who seems incredulous that he might have to enter the attic begs the question: How long has he done this for a living????

Linda McDonald said...

Cheers to the blind repair guy. I've been fortunate in that most of the repair people we've had to to the house for one reason or another have been pretty good with the customer service. Still, I know there are a lot of people out there like your cable guy. Ugh!

Jana DeLeon said...

Kathy - I have sent emails to my boss that say things like "I need to work out of the house Monday morning as the blind guy will be there." Then I laugh because I know it sounds funny. :)

I have no idea how long he's been at it, but I imagine as soon as he can find something else, he's gone smooth.

Jana DeLeon said...

Linda - Makes you wonder, right? I know it's a recession, but does one really expect to never enter an attic when they're essentially a cable installer? It boggles the mind.

Sonia said...

Good thing I didn't experience such behavior when a cable guy installed my internet connection for me. Even a simple cable installer should learn basic customer service to achieve the best results from customers.

Sonia Roody