I can't even begin to describe how furious I am after the customer service I received last night...there are literally no words I can use to convey how poorly things were handled.
This all started with me receiving a letter in the mail that Mediacom had detected a signal leakage in the area and that they needed to get inside fix the issue. Ok, so I'll fully admit that I didn't call in immediately like I probably should have to schedule it, as it's been a hectic few weeks with job interviews, family events, and just general personal problems..so that ones on me, I accept that.
I did however call in about a week ago or so when my service was still active to schedule a service call. Upon getting to customer service, I spoke with a lady out of the gulf breeze call center, and she ended up putting me on hold to do some checking. After about 10-15 mins, she came back and said I could go ahead and disregard the letter as I received it in error. I thought that was a little odd, but gave her the benefit of the doubt, trusted her word and thanked her for her time.
Yesterday, I get home from work and my service is offline. I call to see if maybe there's an outage, not even thinking about the whole signal leakage letter from last week. The representative I spoke with did not see any reported outages, but went ahead and scheduled a service call for me. After talking with my friend/neigbor, I found out that his was out too so we called back in to see if they could check further for an outage as we were both offline. The second representative put me on hold to do some checking and came back to let me know that a tech had been out around noon to disconnect me at the tap due to signal leakage.
I explained to the representative that I had talked with a customer service rep last week and was told to disregard the notice and that I received it in error, but lo and behold there are no notes from this service rep I spoke with so theres no record of it. Sadly, I didn't write down her name as I gave her the benefit of the doubt and took her word for truth and didn't think anything of it.
At this point I'm a little irritated, not at the support rep helping me as I know she's just relaying the info. So I ask her to transfer me to a supervisor/manager as she isn't able to really do anything further and so she does. I speak with a supervisor, explain the situation to him but seems reluctant to help me, but still contacts the dispatch manager to see if theres anyway to get a tech out to at least get me hooked back up until they can come out tomorrow to investigate the signal leakage.
After sitting on hold for awhile, he comes back and lets me know that we can't get anyone out there until 1-5 tomorrow (today), but I work until five'ish and wouldn't be home until a little after 5. He also informs me that if I need an after 5 appointment, the next available appointment isn't until Monday...at this point I'm pretty mad, as I won't be able to be here between 1-5, and my roommates all work past 5 as well. I explain the situation to him, that I tried to call and have the signal leakage issue rectified, but was turned away in error when they told me I should disregard the notice as I received it in error. After having no luck of getting anywhere with this supervisor, I have him transfer me to a manager...
I get to the manager, explain the situation as calm as I possibly can given my current state of frustration, and after talking with him for awhile it's obvious he's not willing to help me at all. He's literally just playing the manager role and repeating (damn near verbatim) everything the previous supervisor told me, all because the customer service rep I spoke with didn't note the account when telling me to disregard the notice so there's absolutely no record of me calling in to rectify this. The manager was EXTREMELY rude to me, didn't actually SAY it but implied I was a liar, and just generally seemed like he didn't want to help me at all.
I finally had him schedule me a service call between 1-5 tomorrow (today) with the request to add in the work order to ask the tech to see if he could make this his last appointment of the day, so I could get home in time to be there so I didn't have to go all weekend without service. The manager said he couldn't add that request to the work order and just pretty much refused to work with me on this even with all the trouble I'd gone through up to this point.
So here I am...without service for two days, and a service call between 1-5 today that I may not even be able to get home in time for, for a problem I already called in about to try and resolve a week ago. Thanks Mediacom...well done.
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