Before you read, this is not a rant;
no names are being shared.
Let’s keep the branded industry out of the equation.
This is about frustration and how you find a solution.
We’ve had internet issues for three weeks. At church, that is. Between upgrades, replacements, and regional outages, we’ve not had good access except for one day of the past 17 days.
Now they tell me it’ll be another ten days.
What?
I trust the one I committed our dollars to provide us access. I’ve been happy with the service, and any support needs have been quickly met. Three weeks without the only thing we’re paying for (the Internet) creates an opposite feeling. Although I love online service support, and AI chatbots are good to get the service going, eventually, I want to chat with a natural live person and let’s iron out the problem and get some quick fixes.
I type fast so that the chat windows can experience Quickness.
But there are certain limitations in the Clarity of needs and solutions.
Then, the fact that the technicians are
Simultaneously assisting other customers is the third point.
Distractions.
Distractions introduce a reduction in Quickness and a loss of Clarity. If I’m distracted (I’m writing this in between Service Chats) and as the technician supports others, we often repeat and lose knowledge of what we’ve already chatted about. How often must I repeat? Several. I’ve learned not to volunteer information until they ask for it.
Maybe that’s when I need a voice…
And a willing ear.
I have something to say,
And someone needs to hear my frustration.
Okay. I did reach a voice on the first phone call fourteen days ago, but I’ve had five online chats to continue addressing all the problems. An upgraded modem will supposedly fix the first problem, but all the other issues seem to be outside of anything wrong on my side.
Do you get the drift? My frustration is real. The limitation of solutions is fundamental.
What would you do?
Shop around? Perhaps. There is one more option in the area. Move? That’s a truthful wish as we need more room. Broadcast the need across the horizon? Last option of the day.
Anyone have a solution?