Yesterday at around 3:00, our cable went down for no reason. Not only our television, but our telephone line and internet as well (everything comes through cable.) Nothing had gotten unplugged, the modem was working fine, so it had to be something outside the house. We called our neighbors. They had lost their cable services too. Time to call support…after being ask to hold several times the following took place:
Support Guy: Unplug your modem, wait for…
Mom: The modem? Which one is that? David? He says to unplug it for a minute, then plug it back in.
Me: Tell him our neighbors are out, too…it’s not the modem.
Support Guy: Please just unplug the modem to make sure.
Mom: Do it to make sure.
Me: I can’t.
Mom: He can’t.
Support Guy: Why not?
Me: There’s a battery in the modem…
Mom: It has a battery.
Support Guy: (pause) Okay, well, can you go and look at the cable box?
Cue 20+ minutes of more time-wasting questions, after which they decide to come between 8 and 12 the next day.
Honestly, this just makes me hate the bad customer support that companies provide. People like my mom do not know everything that you may know, company, so you should be able to adapt to the different levels of each customer. At least give them something other than the same generic steps you tell everyone, and maybe a little training on customer relations. Especially when people trust you enough to use you exclusively.
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I am David Owens, a fifteen-year-old writer, blogger, and thinker. This is my blog. On it, I write about my life, opinions, and experiences. Read more.
Time Warner’s support is usually excellent, but we’ve never called them for an outage that involved other people’s as well. My mom calls them for anything and everything- even when the spell-check got deactivated on her email.