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Internet with modem

SOLVED
Occasional Visitor
1 2 0

Pathetic Customer Service

Some applications with my work laptop don't work with the new migration on IPv&, so I wanted to ask to be moved to IPv4 (something that my IT specialist explained is doable in 1 hour).

 

This is the sequence of events (I called on Fri at 19.00):

 

1) Phone Support: after selecting the Technical support an operator asked information about the problem. Then said he is not from Tech Support (WTF?) and routes me to the technical guys. Music starts, after 15 minutes I drop the line.

 

2) Go to the web Community, find a similar problem and the suggestion to write an email to the Tech support. In another thread a user was complaining of having written 2 emails and still waiting an anser. Reply: try to contact Phone Support.

 

3) Tried again Phone support. This time I'm asked the Post Code (wow, now they are serious). Waiting 5 min, then I drop the line.

 

4) Tried again Phone support (no 2 without 3). This time I'm asked the customer number. After providing, a voice warns that the waiting time is more than 10 min, and the best moment to call is in the early afternoon (really? what does it mean technical support Mon to Sun 08.00 to 20.00?)

 

Some conclusions on this experience:

 

a) Sorry if I interrupted your dinner (as I have postponed mine) or because I have no time to call you when I AM AT WORK

b) Dear Cablecom: what about increasing your support staff, otherwise they have no time for their meals? Tthere are now tens of tousends of migrants coming to Europe seeking for a job, there might be many qualified ones surely willing to deliver work according to the expected service level. 

c) In the meanwhile I tried the service desk at Swisscom, just to compare. They answered immediately. Of course the guy was happy to hear about my problems, but this si competition, my dears. I have been with Cablecom for 10 years, time to move to Swisscom. Yes I know, they might be equally bad, but I will draw my conclusion during the next 10 years. 

d) I'm copying this post on some expat community, we like to share experiences.

 

Of course I will call tomorrow or the day before, until the problem is solved. Hopefully before the moving to Swisscom is completed.

 

1 ACCEPTED SOLUTION

Accepted Solutions
Movie Star
1757 867 74

Betreff: Pathetic Customer Service

Hello @Johnnylambs

 

Although this being indeed an annoying situation I thank you for sharing this experience with us. I do fully understand your frustration. In order to get you the support needed I kindly ask you to send me a PM with your customer no. and your full name.

 

I'm pretty confident we will have your issue swiftly solved.

 

Best regards,

Frida

 

 

2 REPLIES 2
Movie Star
1757 867 74

Betreff: Pathetic Customer Service

Hello @Johnnylambs

 

Although this being indeed an annoying situation I thank you for sharing this experience with us. I do fully understand your frustration. In order to get you the support needed I kindly ask you to send me a PM with your customer no. and your full name.

 

I'm pretty confident we will have your issue swiftly solved.

 

Best regards,

Frida

 

 

Supporting Actor TV
2 1 0

Betreff: Pathetic Customer Service

After UPC has been overcharging me since September (the 2nd time this year), and my communications back and forth since, i was yelled at abusivley, with repeated abusive language today on the telephone by your customer service department, a Herr
Shanker and then then after i phoned back to speak to a manger gave the run around by his colleage
Herr Deubelbeiss.

I request a member of managmet to immediately telephone me to proceed with this issue. I hvae logged in complaints with UPc and will log in official complaint publically with the authorities.

I wish for everyone to be aware of the appalling and never imaginable so called customer service when UPC is breaching contractual obligations of overcharging clients without any dignity to rectify. You advertise as the cheapest service around and there is good reason - have been a loyla customer for near a decade but will ensure everyone is aware and accountability is taken by UPC.