And We’re Back
I just don’t get it. I just don’t get why you would want to staff a call center with people that are supposed to help your customers, pay them, give them benefits, but fail to give them any training at all on how to fix a problem. I just don’t get it.
I will give Windstream credit. They brought their call center back to the United States instead of having it in India but it’s now gone from bad to horrible.
Yesterday I am cruising along at 11am and then the next thing I know, no internet. Disconnected again. Dang it. I go downstairs and unplug the modem for a couple minutes, plug it back in and…….nothing. I make the dreaded call to the call center.
The very first thing they tell me to do, before looking at anything else, is to get a pen and push the reset button on the back of the modem.
“Done” I say.
“Ok….”comes the response. “Now we’re showing that the modem isn’t plugged in. Can you plug it in please?”
I assure them that it is in fact plugged in. “Well then, I don’t know. We’ll have to put a repair ticket in.” she says.
Are you serious? That’s all you can do? Tell me to hit the reset button and then accuse me of unplugging it, like I am seeking attention from the “support” center or something.
FF 23 hours. The repair guy pulls up and rings my doorbell. I open the door and there’s no hi, hello, or F.U. “Did you hit the reset button?” he asks.
“Um……yeah. They told me to.” I say.
“Goddamn it” he says “Where’s the modem?”
He goes downstairs logs on and resets my username and password. I’m back on. Literally 6 seconds of work and my 24 hour outage is repaired.
He tells me how whenever the reset button is pressed, it seriously resets the modem. Wipes everything clean. He informs me that if “those retards” in the call center hadn’t told me to reset the modem, the outage would have lasted 20 minutes, as they were doing maintenance. Apparently I am like the 43rd house he’s been to today. “Keeps me employed” he says as he walks out.
He apologizes for the call center, gets in his truck and leaves. All told, he was in my house for about 2 minutes.
24 hours for nothing. I am so ticked.
