Dealing with customer service agents over the phone has never been a picnic for me. Don't get me wrong. I can be the epitome of grace and dignity...up to a point.
But Time Warner Cable does me in just about each and every time we have a problem. Recently, my daughter and I decided to "On Demand" a movie from their cable system. Well, once we had (finally...!) decided which one to purchase, I entered our super duper secret purchasing pin, and "Voila"! Up popped the wrong movie! It was the next one in the sequence of titles. We had requested "Whip It" and somehow we got "New Fame".
We neither rent nor "On Demand" all that frequently, so I really didn't want to be charged for a movie that I had no intention of watching over the next 24 hours, so I promptly told my daughter to wait a moment and I would go take care of the problem with the cable company. Having had numerous previous miserable experiences over the telephone, I thought I'd beat the system and see if I could just handle it online.
Lo and behold, they had Live Chat!
Cool, thought I!
Not so fast.
What follows is a transcript of my (lengthy...) "conversation" with Time Warner Cable Chat...Grab a glass of wine. You may need it...
You are waiting for an analyst to assist you. You are currently 64 in the queue.
Yes, you read that correctly. 64 in the queue!!! Some might question why TWC would even reveal a number like that to the public. It took almost a full minute for each place in the queue. Yep. Just under an hour to get a live human being to enter the chat room. Here's how the chat screen ultimately looked and then the chat that finally ensued. I copied and pasted it in just for you!
user Molly has entered room
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
Yes, there really is going to be some real chat in just a few more lines...
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
analyst Sandra Mystica has entered room
Sandra Mystica (real name given to me - this caused major guffaws at our house...): Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Sandra. Please give me a moment while I access your account.
Sandra Mystica: I understand that you would like to get the movie charge refunded. Is it correct?
Molly: Correct.
Sandra Mystica: I apologize for the inconvenience.
Sandra Mystica: I will be happy to assist you.
Sandra Mystica: I have issued credit for the movie, it will show up on your next bill statement.
Molly: Thank you, Sandra Mystica! I appreciate that very much. Is there anything else?
Sandra Mystica: No.
Sandra Mystica: Yes.
Sandra Mystica: I am sorry.
Sandra Mystica: Is there anything else that I can assist you with today?
Molly: Nope. I'm good.
Sandra Mystica: It was a pleasure assisting you. Have a great night!
Sandra Mystica: Again, my name is Sandra. Thank you for chatting with Time Warner Cable. We value you as a customer and are here to assist you 24 hours a day, 7 days a week.
As you can see, I got a little punchy and enjoyed toying with Sandra Mystica a bit too much. You have to admit, though, that when it comes to the cable company, they've really got it coming to them!
Balanced Babe
~ aka Molly Wendland
While agents do need to brush up their communication skills, callers also need a bit of patience and understanding. Anyway, nothing good will come out if both caller and receiver are not in the mood.
Posted by: Sonia Roody | November 02, 2011 at 12:20 PM