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a passionate repentance



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may God stand
I am really frustrated. I need to get this out of my system.


Okay. I need broadband in order to do the job I've contracted to do. I contacted my cable company. Last Monday. I told them I needed this DSL installed as soon as possible. I was told "Thursday." Okay. I waited Thursday ALL DAY. From eleven am, to five fifteen pm. Whereupon we had a bad storm. We get those in Florida. That I can understand. So at five fifteen the man who was supposed to install the DSL calls and says he's not coming because the weather is so bad. He says that he won't reschedule--I have to call again.

I called off and on all evening Friday. At two am I get through. I asked when the FIRST time to get this done would be. I was told Thursday was the first day, a day when I won't be home. But that I should call at eight o'clock and speak to a supervisor. Maybe they can help get things rescheduled, since they were the ones who cancelled. Okay..

I called at eight o'clock. It took thirty minutes to be able to speak to a human being. I spoke to Dana. I asked her if I might speak to a supervisor. She said "She's just going to tell you what I'm going to tell you." Whereupon she inquired into the case and said she would see what she could do. I was not rude. I was not pushy. I said that I appreciated that, and waited to see what she would do.

She came back and said that the weather was not their fault, the first time they could fit me in was THIS Thursday. That if I tried to speak to a supervisor, she'd just tell me the same thing. I said I understood that, but I would be more than willing to hold to hear what this supervisor had to say.

Whereupon Dana then said that she (the supervisor) was speaking to another customer and could not come to the phone. I said that was fine, I'd wait. And then she asked for a number to call me back. I have worked customer service. I worked for Ticketmaster. I know that customers can be demanding, rude, pushy, all those things. But I was definitely feeling run around. I said that was a good thing, but that I would need to go out, so I would prefer that she did not call me, I would wait for her.

Dana paused, and then said that her supervisor was alone, and would not speak to another customer until someone else came in in an hour. Okay. I understand that this ain't easy. Customer Service isn't an easy job to do. But you don't give someone the run around like that. That's NOT Customer Service. It's supervisor service.

I am rather at a loss here. Only one cable company (Brighthouse) serves our area, and this is the service they provide. I could see if I can get my DSL from AOL itself but then I would have to try to install this myself. Something I am not sure that I can do. I don't want my boss to wait for something that just keeps advancing further and further. I don't want to lose this job. And I am very frustrated with Brighthouse at the moment.
  • Hi~

    Just a note: I ordered DSL from Southwestern Bell and chose the 'install yourself' option. It's really easy. It's a little modem with two cords that go from the computer to your modem and another to the wall. And there's a disk that walks you through the entire thing, so don't be afraid you won't be able to do it. It's very self-explanatory and not difficult at all.

    Good luck with the idiots at the cable company. I feel your pain.
    • What Pandora says. They make it sound like it's going to cost body parts and blood but the self-install is as easy as that. That's what I did for my Verizon DSL.

      As for the customer service folks, Dana was lying her ass off and giving you the run around because she was given the minimum of script because she doesn't actually work for the cable company. She works for a contractor. I am sorry you had to go through this bullshit and you were far nicer than I would have been, by that point.
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