I expect a lot out of the services that I pay monthly for. That means that I want the best that I can get from an Internet Service Provider. If they try to sell me data caps, I’ll switch – even if it means I’ll be sold a slower speed from the competition. I don’t want to be throttled. I don’t want to be montiored by some ‘super cookie’ like Verizon and AT&T were planting their customers with. Treat me well, like the La Grande or Frontier services have and I’ll stick with your provider. When I call, don’t sell me on something I clearly have no interest in.
I’ve worked for cable companies in the past: Insight Communications, Charter and Comcast. If you’ve never been party to working for a cable provider, those poor workers have no choice but to try and up-sell their customers a service or new package. Imagine this: you’re calling to complain because your Internet is down, right? In that moment you want nothing but your Internet to work but here this so called technician on the other end of the call is actually trying to sell you something. What madness can this be? And yet, they quite literally have no choice. It’s their job.
This is the disconnect. Calling a technician should be just that: calling them to fix the problem at hand. The executives have decided that you need to be sold something at all levels of a call. This is how little they actuallycare about you. You’re not someone calling in with a problem, you’re a potential customer calling in that they can sell a new package to. It’s absurd that they think to treat us like this! I just want my Internet, I want it to work and I want it to work well. If I wanted anything else, I’d call that department instead.