So much glorious Schadenfreude at the thought of all the panic meetings at Comcast, AT&T, and Verizon today. And probably a lot of other places as well.
My experinces with all three of those companies have been horrendous.
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1. It took a month of weekly calls to get a refund from Comcast for a "modem installation". My apartment already had a modem, they literally installed nothing and charged me $80 for it.
2. It took me four months to realize that I had an overdue AT&T bill. Despite having my phone number (obviously), my email, my credit card info, and my other phone number, they just sent paper snail mail to my summer internship apartment, where of course I no longer lived. I found out four months later when I finally did get a phone call---from a collections agency. The bill had swelled from $90 to $250 by this point.
3. Verizon sent a phone I ordered online to the wrong address. (They skipped the apt number, so the phone was returned to sender.) They then proceeded to refund the phone, but charge me monthly charges for the plan! This, too, took a month of weekly calls.
Every single time I called any of these three companies, I had to sit and listen to elevator music for 3 to 30 minutes. Every individual rep starts over from the beginning, asking you your "first and last name please", as if they had no CRM, no DB, no internal communication whatsover.
It is highly gratifying to see these companies get bitchslapped by the Invisible Hand. They have long deserved it.
"Every single time I called any of these three companies, I had to sit and listen to elevator music for 3 to 30 minutes. Every individual rep starts over from the beginning, asking you your "first and last name please", as if they had no CRM, no DB, no internal communication whatsover."
While this is a valid complaint, I hardly expect Google's "disruption" will result in anything except even _worse_ customer communication. I can just imagine Google expecting people to be perfectly OK with getting billing/service problems resolved on a crowdsourced community forum…
I'd guess that their customer service would take a different, 21st century approach. I'd never call customer support for a gmail or google calendar issue...maybe a similar approach will emerge with these plans
This is my only concern with Google taking the reigns as a ISP. Though perhaps with this they offer additional calling support, I wonder if anyone in Kansas can chime in.
Comments
So much glorious Schadenfreude at the thought of all the panic meetings at Comcast, AT&T, and Verizon today. And probably a lot of other places as well.
My experinces with all three of those companies have been horrendous. =====================================================================
1. It took a month of weekly calls to get a refund from Comcast for a "modem installation". My apartment already had a modem, they literally installed nothing and charged me $80 for it.
2. It took me four months to realize that I had an overdue AT&T bill. Despite having my phone number (obviously), my email, my credit card info, and my other phone number, they just sent paper snail mail to my summer internship apartment, where of course I no longer lived. I found out four months later when I finally did get a phone call---from a collections agency. The bill had swelled from $90 to $250 by this point.
3. Verizon sent a phone I ordered online to the wrong address. (They skipped the apt number, so the phone was returned to sender.) They then proceeded to refund the phone, but charge me monthly charges for the plan! This, too, took a month of weekly calls.
Every single time I called any of these three companies, I had to sit and listen to elevator music for 3 to 30 minutes. Every individual rep starts over from the beginning, asking you your "first and last name please", as if they had no CRM, no DB, no internal communication whatsover.
It is highly gratifying to see these companies get bitchslapped by the Invisible Hand. They have long deserved it.
"Every single time I called any of these three companies, I had to sit and listen to elevator music for 3 to 30 minutes. Every individual rep starts over from the beginning, asking you your "first and last name please", as if they had no CRM, no DB, no internal communication whatsover."
While this is a valid complaint, I hardly expect Google's "disruption" will result in anything except even _worse_ customer communication. I can just imagine Google expecting people to be perfectly OK with getting billing/service problems resolved on a crowdsourced community forum…
I'd guess that their customer service would take a different, 21st century approach. I'd never call customer support for a gmail or google calendar issue...maybe a similar approach will emerge with these plans
This is my only concern with Google taking the reigns as a ISP. Though perhaps with this they offer additional calling support, I wonder if anyone in Kansas can chime in.