Have you ever had a lousy experience with customer service?

[Celine Chatillon]

I'm not much of a ranter, but I'm fed up with lousy customer service I've received from my Internet provider. Have you ever had a similar experience? Share it with me at one of my blogs (links below) and when I calm down, I might have a drawing for a copy of one of my backlist titles. Thanks!

Celine
http://celinesdreams.blogspot.com
http://brandi-whyne.blogspot.com
http://momsday.blogspot.com

[Robin Danner]

Celine, I've got the opposite for you. (heehee) I work in customer service in my real life and I swear yesterday it would've been worth it to quit just to tell an irate customer to kiss my you-know-what.

[Darragha Foster]

I, too, have a day job. I do not consider it my "real life," however. Writing and my family are my real life. The day job is my full-time hobby with medical, dental and vision.

The other day I wouldn't give an 8th grade boy back his hats (hats are not allowed in school) and he let loose with a *&^^ &*( and I had him suspended for three days. Customer service? I'm all for it. Unless the customer swears at me. Then I hang up the phone or make the problem go away for a few days. I love being the queen (head secretary).

Darr

[Nina Pierce]

Originally Posted by Darragha Foster

I love being the queen (head secretary).

Darr

Go Darr! Sometimes it's the only way some kids learn respect for others!

[Celine Chatillon]

LOL!! I want to be the "queen" too!

No disrespect to customer service reps, Robin. I just have had it up to here with the attitude of Charter Communications, that's all. Obviously the techies don't know what they're doing--but can't admit to it.

Today--I was kicked off line three times starting at the 3 o'clock "everyone out of school and online" hour. It took over a half hour to get back on. I was lucky--this time. It might just kick me off for good any minute. That's what I called about in the first place--and Charter has yet to fix the problem. I have had this line for over 6 months with no problems--why now?

[Mike]

Originally Posted by Celine Chatillon

why now?

Is that DSL Celine? The connection via DSL deteriorates over time as more users get added in your locality--everyone shares the local bandwidth pool. So maybe a lot of folks have signed up in your neighborhood lately?

The other thing which affects DSL quality is how far you are from the nearest sub-station [I think that's what it's called?]. Maybe your ISP closed your old one so your now farther from whichever one serves you, or maybe yours just broke down and is taking a few days to fix.

Cable is better that way, you have your own dedicated connection which shouldn't deteriorate over time, unless of course next door tap in for a freebie.

[Savanna Kougar]

Darr ~ the Queen. I've been on both sides of the fence. Yeah, when I worked retail, I absolutely refused to deal with anyone who cussed a bluestream. Or yelled.

[Celine Chatillon]

Originally Posted by Mike

Is that DSL Celine? The connection via DSL deteriorates over time as more users get added in your locality--everyone shares the local bandwidth pool. So maybe a lot of folks have signed up in your neighborhood lately?

The other thing which affects DSL quality is how far you are from the nearest sub-station [I think that's what it's called?]. Maybe your ISP closed your old one so your now farther from whichever one serves you, or maybe yours just broke down and is taking a few days to fix.

Cable is better that way, you have your own dedicated connection which shouldn't deteriorate over time, unless of course next door tap in for a freebie.

LOL--I'm sorry I shouldn't laugh here, Mike, but I AM on a "cable internet connection" here and not a phone line! I can't get a phone line from SBC/AT&T in this neighborhood that would do the DSL service that I had before (and never had any problems). So, I'm "stuck" with Charter Cable Internet service, which worked fine for 6 months--and then craps out on me like this.

Here's the latest on the great "NON-reliable, high speed Internet service" (a paraphrase on their advertising slogan):

March 19—Internet service goes off and on again all afternoon but eventually stays on until my bedtime.
March 20—Internet service goes off within approx. 10 minutes of turning on computer.
Online 8:25 AM
Offline 8:36 AM
On again 9:37 AM
Off again 9:45 AM
On again 10:00 AM
Off again 10:15 AM
On again 10:26 AM
Off again 10:30 AM
Online again 11:04 AM
Off again 11:09 AM
On again 11:20 AM

Hold your breath, folks, that I can stay on here a full half hour now!!

[April Martinez]

I'm on cable, and it goes out every now and then. Their explanation is that the lines or connections deteriorate because of the salty air (I'm in Huntington Beach, but I'm a couple miles inland at least). One installation tech said my switch might need to be replaced soon (It looks brand new and works fine, but I've had it for years), so I suspected my switch when the cable internet (TV was still fine) went out one day. But it turned out to be the cable company ... way upstream of me and my abode. Why they always suspect the consumer end? I don't know. It's like the old joke H.E. always says:

"The problem is in your set, not in our transmission."

Heck if I know what goes on when it goes out, but it's still a lot more dependable than anything else I've been on. Plus, it allows me the upload/download bandwidth I need for the work I do.

But my LOUSIEST customer service experience was with Dell when I bought a PC. I was having trouble clearing up delivery problems. The package didn't get delivered where I needed it, and I needed to find out if 1) I could change the delivery address and 2) I could find out where the package was now. I kept getting routed to India where the people didn't have the means to find out the information I needed, couldn't do anything about it from there, and wouldn't even sympathize with my plight and get me someone who COULD do something about it, or at least get me someone I could halfway understand. I ended up crying and yelling into the phone because it was my first big purchase (a LOT of money for me) and my computer was totally lost in the ether.

Long story short (H.E. took over the call and after many forceful words on my behalf finally got a manager who got a bigger manager who got someone in the States who knew what was up, oh my!), I ended up picking the package up from a delivery hub -- long line, late at night, packages laid out where anybody could take them.

I was royally pissed. That was when I vowed never to buy from Dell again and never to recommend them. (By contrast, buying a Mac from Apple is easy as pie and a beautiful experience on top of that.)

[Jeanne Barrack]

(By contrast, buying a Mac from Apple is easy as pie and a beautiful experience on top of that.)
Ah, the subconcious mind at work!
Jeanne

[April Martinez]

LOL ... I didn't even bat an eye and notice that when I wrote it.

[Savanna Kougar]

Yeah, my experience with Dell wasn't quite that horrendous, but close enough. If I ever get enough money, I'll get a Mac as another computer system.

[Nina Pierce]

Originally Posted by April Martinez

But my LOUSIEST customer service experience was with Dell when I bought a PC.

I was royally pissed. That was when I vowed never to buy from Dell again and never to recommend them.

My 17 year old bought a Dell. We didn't have the problem with delivery, but other problems. We got the whole India run around. They "worked" with me for an hour and finally said "let me look into this and call you back". Guess what? No call back. After going through the whole thing again with no call back AGAIN! We paid the money for a local tech to come in. Nope. Wouldn't buy or recommend Dell.

[April Martinez]

Originally Posted by April Martinez

But my LOUSIEST customer service experience was with Dell when I bought a PC. I was having trouble clearing up delivery problems. The package didn't get delivered where I needed it, and I needed to find out if 1) I could change the delivery address and 2) I could find out where the package was now. I kept getting routed to India where the people didn't have the means to find out the information I needed, couldn't do anything about it from there, and wouldn't even sympathize with my plight and get me someone who COULD do something about it, or at least get me someone I could halfway understand. I ended up crying and yelling into the phone because it was my first big purchase (a LOT of money for me) and my computer was totally lost in the ether.

Long story short (H.E. took over the call and after many forceful words on my behalf finally got a manager who got a bigger manager who got someone in the States who knew what was up, oh my!), I ended up picking the package up from a delivery hub -- long line, late at night, packages laid out where anybody could take them.

I was royally pissed. That was when I vowed never to buy from Dell again and never to recommend them. (By contrast, buying a Mac from Apple is easy as pie and a beautiful experience on top of that.)

OMG, I feel so justified!!!
http://www.cnn.com/2008/US/05/27/del...uit/index.html

[Nina Pierce]

It's about time! Wonder how they'll make the decision which customers suffered enough to be compensated.

[Savanna Kougar]

So not Dell...who? I'd like to try a Mac, but my pocket book says no.

[Mike]

Originally Posted by Savanna Kougar

So not Dell...who?

Dell machines are usually fine, just don't spend on any extras. Other good brands: Acer, Lenovo, HP, Compaq [part of HP], Emachines for cheapies, Gateway.

If you're concerned about repairs or later upgrades, consider your local computer shop. Tell 'em what you plan to use it for, and let them build it. If you don't have heavy usage, you should easily get a decent machine for under $500 without monitor.

Recommendation: ask for Windows XP instead of Vista, imo that's more important than which brand.

Macs have come down in price since they ditched the Apple hardware and software. If you have a Windows CD, you can now run Win on a Mac, so really there's no big reason to avoid it. They're still dearer, but much less restrictive now, and you get the great design to compensate, if that's important to you.

[Nina Pierce]

Originally Posted by Mike

Recommendation: ask for Windows XP instead of Vista, imo that's more important than which brand.

I'm looking to upgrade and I agree with this, but getting XP instead of Vista is costing only slightly less than a tank of gas these days. Drives me crazy. Still haven't made the leap at this point because of this sticking point.

[Celine Chatillon]

Dell: How the mighty are falling!

You know, I haven't noticed their commercials on TV as much lately. I guess this ruling is hampering their style somewhat.

But Mike is right--most writers don't need all the gizmos and gadgets that most computer dealers try to sell you. You can put together a computer for a reasonable amount of money if you don't mind generic bits and pieces.

[April Martinez]

Originally Posted by Mike

Dell machines are usually fine, just don't spend on any extras.

I agree. My Dell still works great. It's the customer service that's lousy, so extras like their tech support and financing are no bargain.

[Savanna Kougar]

You couldn't pay me to get Vista! Not with all the horror stories I've heard. I'm definitely sticking with XP. Actually Dell has what looks like some good deals lately. But, yeah, the customer service...definitely not the best!!! I've had frustration out the wazoo with them at times.
And my personal gripe! Their purple ink IS NOT purple!