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Customer service ticket_ suggesting it was my fault
mdb800
✭✭✭
I am still facing difficulties regarding last month's voice chat glitch on the PS4. My client kept crashing irregardless of the recommended troubleshooting I wanted either the daily crown rewards awarded for the number of days I missed or a a one month credit on my ESO plus status. The Service agent responded in a manner that this is somehow my fault. that I could not get the game to work. I will post here on the forum as this professionally cannot be dealt with through the customer service ticket method.
I will not be bullied because of ZOS's mistake. This constitutes harassment where I am from. All they had to do is so "NO we won't help you" but nooo. They had to go the extra mile and make accusations.
I will not be bullied because of ZOS's mistake. This constitutes harassment where I am from. All they had to do is so "NO we won't help you" but nooo. They had to go the extra mile and make accusations.
7
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mdb800✭✭✭toEdit: I forgot to mention that I was lead on and on and on and on with following their trouble shooting suggestions. I would not have cared as much until they blamed me for a glitch.1
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essi2✭✭✭✭✭
✭✭How does run of the mill *** Customer Support constitute Harassment?"The Heritance are racists yes? Idiots. But dangerous, destabilizing racist idiots." - Razum-dar
"Wood Elves aren't made of wood, Sea Elves aren't made of water. M'aiq still wonders about High Elves" - M'aiq the Liar
** Leyawiin Layabouts (PC-EU) - Leyawiin Layabouts (PC-NA) **
*** https://www.youtube.com/@essi2 - https://www.twitch.tv/essi2 ***5 -
KingMagaw✭✭✭✭✭
✭If ZOS admitted it was there fault they would be accountable to PS4/SONY, not going to happen. I love how Microsoft and Sony hold ZOS at least partially responsible, not like PC where no-one regulates them.
Check your internet connection trolllolololol1 -
mdb800✭✭✭How does run of the mill *** Customer Support constitute Harassment?
I was instructed over and over and over with different troubleshooting methods, then they state that the voice chat glitch- its problems crashing the client was my fault. They 1) got me to do a task with the knowledge knowing that the methods prescribed would not work. 2) Tried to arouse a reaction. In layman's terms they were trolling and now its preventing me from having not only this issues but other issues resolved.0 -
mdb800✭✭✭So they worked with to try and fix your problem. The nerve of some companies.
no, they lead me on, trying to waste my time . If they outright said their hands were tied, that would be one thing. If you are at walmart and the automated checkout breaks down on you, you just go to the next one or go to a human check out. You don't get berated for it breaking down on you.2 -
Gargath✭✭✭✭✭
✭While I try to understand your feelings, by presenting your grief here on General forum you will probably get nothing more than your thread being closed soon.PC EU (PL): 14 characters. ESO player since 06.08.2015. Farkas finest quote: "Some people don't think I'm smart. Those people get my fist. But you, I like."1 -
Lamiai✭✭✭✭All they had to do is so "NO we won't help you" but nooo. They had to go the extra mile and make accusations.
Yea they really name dropping you mate smh... they tried to help you. If you really believe any CS would say that then you have some different expectations than most people... either way best of luck getting it fixed.
Edit: Also, CS asking you to perform basic Troubleshooting is not harassment and is an insult to people who have suffered from real harassment to say it is.Edited by Lamiai on July 14, 2018 3:53PMR.I.P patch 1.5 ~ Never Forget.10 -
Apache_Kid✭✭✭✭✭
✭✭✭✭Of course they are going to say the issue is on your end. The voice chat channels disappearing has been on console since THE CLOCKWORK FREAKING CITY DLC. They obviously have no idea how to fix it. If there is one thing we have learned from ZoS is that they DO NOT comment on outstanding issues they cannot fix.
Contacting support for these issues just means that the person on the other end will go through their little binder with their little troubleshooting tips that 9 times out of 10 do absolutely **** all and then, when none of it works, they tell you to post in the bug reports section so your problem can be ignored for months and years to come.
I don't even bother posting bugs (no matter how numerous they are) because it's a waste of my time as they clearly don't want to be bothered with it. I posted for months about the chat issue and it was ignored and is still consistently being ignored.
The hard buzzing crashes to the xbox dashboard? Been happening forever, Support tells me i need to open ports i already have open and i call Microsoft and they tell me games crash this way due to coding errors.
And now we come to the real crux of the issue. The console ports of this game were coded poorly and now we are left in a situation where many of the people who coded the game originally are gone and we have devs working with someone elses extremely complex code that they are trying to add things to. Things just break when adding new features because it is spaghetti code. They can no longer change things without altering other things and it causes issues.
To fix this bad code would require such a drastic undertaking that its never going to happen. Its not worth it for them. This game operates at absolutely insane profit margins and will continue to as long as the whales spend 1000s of dollars on crates and hundreds of dollars on houses. There is no incentive for them to fix anything that is not absolutely game breaking because the same people who over spend will continue to over spend til the game dies.
Im just beat down at this point by ZoS. Ive invested too much time and money in the game to quit and i like it a lot when it works semi-properly. At the same time, ive never felt so insulted as a customer and I have never felt more undervalued as a customer. It's depressing.8 -
mdb800✭✭✭All they had to do is so "NO we won't help you" but nooo. They had to go the extra mile and make accusations.
Yea they really name dropping you mate smh... they tried to help you. If you really believe any CS would say that then you have some different expectations than most people... either way best of luck getting it fixed.
Edit: Also, CS asking you to perform basic Troubleshooting is not harassment and is an insult to people who have suffered from real harassment to say it is.
Please read my replies. Again: if it were just basic troubleshooting, then fine. if it doesn't work it doesn't work. That's not what happened. To arouse an emotional response under the fake pretense of assistance using a corporate preface to do so, most certainly is harassment.0 -
Lamiai✭✭✭✭Yes i'm sure the customer support agent has planned this to extract an emotional response, might as well risk their job in order to troll you right? come on bud be realisticR.I.P patch 1.5 ~ Never Forget.10
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mdb800✭✭✭Yes i'm sure the customer support agent has planned this to extract an emotional response, might as well risk their job in order to troll you right? come on bud be realistic
All I am looking for is an agent to challenge my claim exactly as you are. Then I'll be happy. I am willing to let the documentation do the talking.
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VaranisArano✭✭✭✭✭
✭✭✭✭✭If you want a response, I'd suggest posting your Ticket number here, that way any ZOS rep who pops by here can actually track down your ticket history.0 -
mdb800✭✭✭VaranisArano wrote: »If you want a response, I'd suggest posting your Ticket number here, that way any ZOS rep who pops by here can actually track down your ticket history.
would i be violating any terms by posting it publicly?0 -
rfennell_ESO✭✭✭✭✭
✭✭VaranisArano wrote: »If you want a response, I'd suggest posting your Ticket number here, that way any ZOS rep who pops by here can actually track down your ticket history.
would i be violating any terms by posting it publicly?
Probably not, but we would at least see if you were being "harassed" or are just a little too sensitive.2 -
ResTandRespeC✭✭✭✭People do it all the time so i dont believe its against any rules.VaranisArano wrote: »If you want a response, I'd suggest posting your Ticket number here, that way any ZOS rep who pops by here can actually track down your ticket history.
would i be violating any terms by posting it publicly?
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VaranisArano✭✭✭✭✭
✭✭✭✭✭VaranisArano wrote: »If you want a response, I'd suggest posting your Ticket number here, that way any ZOS rep who pops by here can actually track down your ticket history.
would i be violating any terms by posting it publicly?
They don't encourage it per se, and you'll probably want to keep the actual communication between you and the support rep private, but I see enough people get responses from Devs when they post their Ticket # (even if its just to forward on the Ticket) that its worth a shot.0 -
mdb800✭✭✭180630-003839 :most recent . it was a follow up to : 180616-005466
Let me be clear. The definition of harassment, here were I am at, can be applied. I believe by reading the responses people believe I am alleging that they were name calling or being vulgar. This is not so. I will say I was harassed in that way before by a player in the past and believe that's what the responses here have in mind ( name calling, constant messaging, drunken banter) I am familiar with the copy-and-paste attitude and practice of the customer service tickets. I am asking anyone whom may be reading this to read both tickets and see the end result of their response. Also, take note of their allegation in the most previous response at the time of this post. I believe you will see how that reply is unprofessional should you read the whole thread. I would not have gone through this effort if I did not believe a little bit of investigation would conclude how their annoyance was apparent. Though, I understand that there is a flood of ticket requests. A negative demeanor should not be a barrier to seeking out the attention needed to resolve an issue. I am in no way responsible for the voice chat glitch as described in 180616-005466. Just because the trouble shooting failed does not make me responsible as was said in 180630-003839. I ask for a month refund or to be retroactive credited as was mentioned. A simple no, would have sufficed; not with an explanation based on an allegation that is an outright lie. What other goal could there have been other than the express purpose of evoking anger?1 -
mdb800✭✭✭Update: I had 2 guildies look at this: They agree it is not harassment but, just being plain offensive. The reason harassment was believed to be the case was the intent on someone doing a task with the sole end purpose to explode on them whilst depriving attention away from someone who would otherwise help, They kept driving the support ticket to something unrelated with the sole purpose of shutting the ticket down. They knew the issue was not going to be resolved and that's all they had to say. Even if 99% of their posts are a cut and paste manner: they are still responsible for how they respond and should mind how people may respond. If I were a surgeon treating a patient with lung cancer, I would not tell them they need plastic nose surgery to fix the problem, knowing full well it won't fly. The conversation was steered into a bad direction constantly. Last year in Crimson cove there was a glitch where completing the group event gave no skill point ( it did on my other character on the same day) I asked about this and could understand their confusion, however they kept changing the conversation to the point to where I gave up. I know I came off angry, but others could see why I was thinking they were being trolling in their response. It is more likely that they put together a collective response for those with issues with similar words in the ticket without any cognitive thought on the content that was written beforehand. This practice is going to stop one way or another. This is how people end up unintentionally committing crimes when saying things out of context. It is only a matter of time.
Despite people thinking I am being ridiculous: the responses on this thread actually did help.0 -
Mystrius_Archaion✭✭✭✭✭
✭How does run of the mill *** Customer Support constitute Harassment?
I was instructed over and over and over with different troubleshooting methods, then they state that the voice chat glitch- its problems crashing the client was my fault. They 1) got me to do a task with the knowledge knowing that the methods prescribed would not work. 2) Tried to arouse a reaction. In layman's terms they were trolling and now its preventing me from having not only this issues but other issues resolved.
Typical customer statement when asking for support: "Fix your game!"
Typical support statement when customer is on the line: "This is not a common issue so we must troubleshoot and narrow down likely causes."
Typical customer reaction to resolution: "So you're blaming me?! It's your game that's the problem!"
Typical support reaction and de-escalation technique: "No sir/ma'am. It's the voice chat system you are using, not you specifically."
Typical next customer reaction: "That implies it is my fault for using that program and that makes me dumb."
Typical next support reaction: "No, I did not say that. It's just not something we have control over and can help you with as it is the voice chat that is the cause and the only idea we have is to try not using that system."
...repeat last 2 steps
...repeat last 2 steps
...repeat last 2 steps
...repeat last 2 steps
...repeat last 2 steps
...repeat last 2 steps
...repeat last 2 steps
....until customer, who never accepts or likes the answer, finally decides to go to the public and thinks public perception will solve the problem that support can't or just because they want to be vindictive.
Customer service reps are required, and only stay at their jobs if they are decent at it, to remain professional and courteous and are trained in ways to say things that do not place the blame on the customer, even if the customer truly is to blame and even says they are. If a customer says "I'm sorry to waste your time with my screw-up" then the customer service rep is likely to say "no it's ok; it happens all the time and isn't your fault".
This is just typical when people are angry and can't find an answer that they like. They avoid even doing a guaranteed solution and instead complain to the public as if that will help; it doesn't.2 -
Mystrius_Archaion✭✭✭✭✭
✭FYI, I believe none of us can see the ticket data. Only you and the support people can.
You can copy paste here all you want, but we would never be able to tell if that was fact or photoshop.0 -
Mystrius_Archaion✭✭✭✭✭
✭Yes i'm sure the customer support agent has planned this to extract an emotional response, might as well risk their job in order to troll you right? come on bud be realistic
All I am looking for is an agent to challenge my claim exactly as you are. Then I'll be happy. I am willing to let the documentation do the talking.
So you want sarcasm from them so then you will be happy? The only way that could make you happy and not angry is if you then use that against them as a "SEE! they really are harassing me!" proof, but they are trained to not fall into this trap by always sticking to facts and niceties.2 -
mdb800✭✭✭Mystrius_Archaion wrote: »How does run of the mill *** Customer Support constitute Harassment?
I was instructed over and over and over with different troubleshooting methods, then they state that the voice chat glitch- its problems crashing the client was my fault. They 1) got me to do a task with the knowledge knowing that the methods prescribed would not work. 2) Tried to arouse a reaction. In layman's terms they were trolling and now its preventing me from having not only this issues but other issues resolved.
Typical customer statement when asking for support: "Fix your game!"
Typical support statement when customer is on the line: "This is not a common issue so we must troubleshoot and narrow down likely causes."
Typical customer reaction to resolution: "So you're blaming me?! It's your game that's the problem!"
Typical support reaction and de-escalation technique: "No sir/ma'am. It's the voice chat system you are using, not you specifically."
Typical next customer reaction: "That implies it is my fault for using that program and that makes me dumb."
Typical next support reaction: "No, I did not say that. It's just not something we have control over and can help you with as it is the voice chat that is the cause and the only idea we have is to try not using that system."
...repeat last 2 steps
...repeat last 2 steps
...repeat last 2 steps
...repeat last 2 steps
...repeat last 2 steps
...repeat last 2 steps
...repeat last 2 steps
....until customer, who never accepts or likes the answer, finally decides to go to the public and thinks public perception will solve the problem that support can't or just because they want to be vindictive.
Customer service reps are required, and only stay at their jobs if they are decent at it, to remain professional and courteous and are trained in ways to say things that do not place the blame on the customer, even if the customer truly is to blame and even says they are. If a customer says "I'm sorry to waste your time with my screw-up" then the customer service rep is likely to say "no it's ok; it happens all the time and isn't your fault".
This is just typical when people are angry and can't find an answer that they like. They avoid even doing a guaranteed solution and instead complain to the public as if that will help; it doesn't.
Please read the updated post also, that's not how things went down. Again , I posted the ticket number if any other agents want to look at it, it would be great.
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Mystrius_Archaion✭✭✭✭✭
✭
1) They are paid by the hour and judged based on reducing the amount of time per customer to reduce the amount of cost in more reps and opportunity cost of helping more customers and keeping ticket response time down.
They would not waste your time because that wastes their time which is micro-managed to the point of being grounds for termination of employment.
2) You wanted help so they tried to take the necessary time to actually help.
Your fault for calling them and then being resistant to that help.
You do not get anywhere by completely avoiding the hoops they are required to jump through by their bosses. Just get through them as fast as possible by not dragging it out being resistant and you both will be happier and maybe you'll even solve the issue.
For all I know given your attitude here, you didn't even do the troubleshooting and just lied to them saying you did. I'm guilty of occasionally doing this even and I know the importance of actually doing the steps.
Welcome to human lazy/crazy nature.0 -
Mystrius_Archaion✭✭✭✭✭
✭Mystrius_Archaion wrote: »How does run of the mill *** Customer Support constitute Harassment?
I was instructed over and over and over with different troubleshooting methods, then they state that the voice chat glitch- its problems crashing the client was my fault. They 1) got me to do a task with the knowledge knowing that the methods prescribed would not work. 2) Tried to arouse a reaction. In layman's terms they were trolling and now its preventing me from having not only this issues but other issues resolved.
Typical customer statement when asking for support: "Fix your game!"
Typical support statement when customer is on the line: "This is not a common issue so we must troubleshoot and narrow down likely causes."
Typical customer reaction to resolution: "So you're blaming me?! It's your game that's the problem!"
Typical support reaction and de-escalation technique: "No sir/ma'am. It's the voice chat system you are using, not you specifically."
Typical next customer reaction: "That implies it is my fault for using that program and that makes me dumb."
Typical next support reaction: "No, I did not say that. It's just not something we have control over and can help you with as it is the voice chat that is the cause and the only idea we have is to try not using that system."
...repeat last 2 steps
...repeat last 2 steps
...repeat last 2 steps
...repeat last 2 steps
...repeat last 2 steps
...repeat last 2 steps
...repeat last 2 steps
....until customer, who never accepts or likes the answer, finally decides to go to the public and thinks public perception will solve the problem that support can't or just because they want to be vindictive.
Customer service reps are required, and only stay at their jobs if they are decent at it, to remain professional and courteous and are trained in ways to say things that do not place the blame on the customer, even if the customer truly is to blame and even says they are. If a customer says "I'm sorry to waste your time with my screw-up" then the customer service rep is likely to say "no it's ok; it happens all the time and isn't your fault".
This is just typical when people are angry and can't find an answer that they like. They avoid even doing a guaranteed solution and instead complain to the public as if that will help; it doesn't.
Please read the updated post also, that's not how things went down. Again , I posted the ticket number if any other agents want to look at it, it would be great.
I didn't say that was how this happened to go, but it sure sounds like that.
I did put the word "typical" in there to differentiate it specifically from your situation but to also point out that if you had done any customer technical support job ever before, especially for simple things like "no signal on my tv", then you would know that this is typical and those customers that are resistant to troubleshooting and then go publicly accusing customer service reps of doing anything contrary to their jobs are their own worst enemies. Those customers are common enough and are actually more than likely the cause of their own "additional problems" after the initial problem.
It's like hitting electronics or throwing them to try to get them to work; it just makes the problems worse but that doesn't stop people from doing it out of frustration before they even ask for help.
FYI, if you truly want to accuse them of harassment, get in touch with their supervisor with another response to the ticket asking for that and ask for a review of the records.
All calls and messages are recorded for review and they will take this seriously, because bosses are seriously *** about that due to potential government complaints and legal issues that it could cause if they were not taking it seriously.
The post here is just public heresy and defamation of them without following proper channels or any investigative jurisdiction or power and not a single scrap of credible proof because of it.
It's "he said/she said".0 -
mdb800✭✭✭Mystrius_Archaion wrote: »FYI, I believe none of us can see the ticket data. Only you and the support people can.
You can copy paste here all you want, but we would never be able to tell if that was fact or photoshop.
You sir, are dull minded. What would I have to gain by photshoping anythingMystrius_Archaion wrote: »
1) They are paid by the hour and judged based on reducing the amount of time per customer to reduce the amount of cost in more reps and opportunity cost of helping more customers and keeping ticket response time down.
They would not waste your time because that wastes their time which is micro-managed to the point of being grounds for termination of employment.
2) You wanted help so they tried to take the necessary time to actually help.
Your fault for calling them and then being resistant to that help.
You do not get anywhere by completely avoiding the hoops they are required to jump through by their bosses. Just get through them as fast as possible by not dragging it out being resistant and you both will be happier and maybe you'll even solve the issue.
For all I know given your attitude here, you didn't even do the troubleshooting and just lied to them saying you did. I'm guilty of occasionally doing this even and I know the importance of actually doing the steps.
Welcome to human lazy/crazy nature.
How about you actually read the thread instead of making up conspiracy theories that I lied and posted a fake conversation that I edited when I didn't even post it. If I had any insensitivity to proper channels : copying and pasting the conversation is exactly what I would do but I didn't. Respect is something they need. I posted the ticket number, the only people I care to see it are agents. The only reason I started the thread was due to a a very unusually and seemingly aggressive ( more likely irritated) response and there is no other way to get this resolved. I started a ticket went through the trouble shooting despite you'r unfounded accusations. You sound just like them. Saying I didn't do it. That's why I thought it was harassment. As I didn't believe they were serious after the fact. I appreciate you posting on how to go about it. I appreciate the skepticism of the other posters as it does indeed help/For example I am not going to proceed forward claiming harassment ( though, it was not nice).Listen to yourself. What would I have to gain besides what I asked for in the original ticket ( which is not going to happen) . I want the glitch I keep encountering to stop. Because I want to keep playing. How is writing up in these forums any less lazier than what they recommended? I left the ticket numbers on the forum. With hope an agent can look at the conversation and they can be the judge. Submitting further tickets will not work. I have no interest in shaming anyone or blaming anyone. I just want this behavior to stop. If nothing worked, they really did not need to place the blame on me. If something is beyond them, that is fine. Even if most of it is cut and paste, they are responsible for how they communicate. If you had read the thread , you would know I already mentioned this. I had others I know look at this, they agree it was not harassment, but could see how someone could think they were being snarled at to the point of nothing going forward. This was most likely not the case but it has stop. A delayed response would have been preferred even if it were a while from now. The player is not always the problem if there is an impasse. I asked them to credit my account in one or two ways: they said no. Fine! what is not fine is telling me its my fault. All they had to say is no. that's it N O. They way they responded would make anyone on this thread feel accused of the problem.0 -
Mystrius_Archaion✭✭✭✭✭
✭Spoiler to shorten post by hiding quote:Mystrius_Archaion wrote: »FYI, I believe none of us can see the ticket data. Only you and the support people can.
You can copy paste here all you want, but we would never be able to tell if that was fact or photoshop.
You sir, are dull minded. What would I have to gain by photshoping anythingMystrius_Archaion wrote: »
1) They are paid by the hour and judged based on reducing the amount of time per customer to reduce the amount of cost in more reps and opportunity cost of helping more customers and keeping ticket response time down.
They would not waste your time because that wastes their time which is micro-managed to the point of being grounds for termination of employment.
2) You wanted help so they tried to take the necessary time to actually help.
Your fault for calling them and then being resistant to that help.
You do not get anywhere by completely avoiding the hoops they are required to jump through by their bosses. Just get through them as fast as possible by not dragging it out being resistant and you both will be happier and maybe you'll even solve the issue.
For all I know given your attitude here, you didn't even do the troubleshooting and just lied to them saying you did. I'm guilty of occasionally doing this even and I know the importance of actually doing the steps.
Welcome to human lazy/crazy nature.
How about you actually read the thread instead of making up conspiracy theories that I lied and posted a fake conversation that I edited when I didn't even post it. If I had any insensitivity to proper channels : copying and pasting the conversation is exactly what I would do but I didn't. Respect is something they need. I posted the ticket number, the only people I care to see it are agents. The only reason I started the thread was due to a a very unusually and seemingly aggressive ( more likely irritated) response and there is no other way to get this resolved. I started a ticket went through the trouble shooting despite you'r unfounded accusations. You sound just like them. Saying I didn't do it. That's why I thought it was harassment. As I didn't believe they were serious after the fact. I appreciate you posting on how to go about it. I appreciate the skepticism of the other posters as it does indeed help/For example I am not going to proceed forward claiming harassment ( though, it was not nice).Listen to yourself. What would I have to gain besides what I asked for in the original ticket ( which is not going to happen) . I want the glitch I keep encountering to stop. Because I want to keep playing. How is writing up in these forums any less lazier than what they recommended? I left the ticket numbers on the forum. With hope an agent can look at the conversation and they can be the judge. Submitting further tickets will not work. I have no interest in shaming anyone or blaming anyone. I just want this behavior to stop. If nothing worked, they really did not need to place the blame on me. If something is beyond them, that is fine. Even if most of it is cut and paste, they are responsible for how they communicate. If you had read the thread , you would know I already mentioned this. I had others I know look at this, they agree it was not harassment, but could see how someone could think they were being snarled at to the point of nothing going forward. This was most likely not the case but it has stop. A delayed response would have been preferred even if it were a while from now. The player is not always the problem if there is an impasse. I asked them to credit my account in one or two ways: they said no. Fine! what is not fine is telling me its my fault. All they had to say is no. that's it N O. They way they responded would make anyone on this thread feel accused of the problem.
1) I work in customer service for tv technical support and the most absolute fun and common call in the universe is the inevitable "my tv has no signal, you need to fix your service" and then I ask the obvious "does the box have a light on the front?" and the answer is often "I am not that stupid and am not going to troubleshoot; just fix your damn service!". I then say "ok, I want you to grab the remote and hit the power button" to which they say "IT IS ON!" to which I say"yes, but we need to turn it off for the next step or it will cause more problems if it is on and we'll never get it working"(a flat out lie) and they finally humor me and hit the power button and I hear "well I'm not sure what happened but it fixed itself! BYE! /hangup".
No thanks, no admission of their own stupidity in not checking the obvious, not even doing a survey to rate me bad or good.
The next most common are the ones who admit "oops, I can't believe I was that dumb" and my response is "no it's ok. It happens all the time and is nothing to be ashamed of" even though I am rolling my eyes so hard because it is so shameful to me because it's so obvious to me and I'm sick of these calls.
The next most common call is "I pay my bill every month so why are my services off?!" to which the answer is(first time I've seen the account for each customer) "records show(fact) that the payments have only covered the past due amount and each time it is over a month past due and only paid when it shuts off" and they say "it's not my fault I can't pay y'all's too expensive bills. Other providers don't charge this much." when that customer almost always has a discount that puts it below every other customers' bill AND if other providers really were that cheap then they would switch but they actually aren't cheaper and the customer often is what we call "chronic NSF"(repeatedly not paying bills/"non-sufficient funds") and can't get services again with that provider due to having pushed their limits. In fact, it is common to see them use family member/roommate names to start new accounts and run up a huge bill until the service gets shut off and start again until the entire address gets declared "chronic NSF" and is declared "non-serviceable" until they provide absolute proof that they are who they say they are and are not related to or living with any previous nonpay resident.
I "LOVE" my job and absolutely "LOVE" people more and more as I continue to work there.
2) FYI, you got completely defensive to me.
You completely just insulted me and proceeded to ignore my point that if you truly believe "they harassed you" that you should "file a formal complaint" with them and have that investigated.
Hell, you could even "threaten to go to the Better Business Bureau"(if in the US or substitute your country's consumer protection agency name if not) and follow through with that and actually do it if they still will not take the matter seriously(which they will take it seriously).
It still sounds like you need to seriously calm down and actually try the proper fix options or at least re-escalate through proper channels and "help them help you".Edited by Mystrius_Archaion on July 15, 2018 5:20AM2 -
Mystrius_Archaion✭✭✭✭✭
✭FYI, customer service reps, in most situations, literally can't say "no", and, even if they could, they would not feel comfortable doing so because that instantly angers customers just like it instantly angers children who want cookies and candy and to play with matches when their parents tell them "no".
Their job is to do their best, to the detriment of their own sanity and health from stress-related illnesses, to solve your problem or make you satisfied enough to not drop service with the company and not call/message back. The only way to make that result happen is to try to fix the problem even if they have no option to do so, and often to humor irrational customer demands like sending signals to a tv box when the tv that is attached to that box is the actual problem because it was struck by lightning or to get a technician out to their house "to stop the snakes from crawling through the cable and out the tv screen".(true story of a nutjob caller)Edited by Mystrius_Archaion on July 15, 2018 5:29AM2 -
mdb800✭✭✭Mystrius_Archaion wrote: »FYI, customer service reps, in most situations, literally can't say "no", and, even if they could, they would not feel comfortable doing so because that instantly angers customers just like it instantly angers children who want cookies and candy and to play with matches when their parents tell them "no".
Their job is to do their best, to the detriment of their own sanity and health from stress-related illnesses, to solve your problem or make you satisfied enough to not drop service with the company and not call/message back. The only way to make that result happen is to try to fix the problem even if they have no option to do so, and often to humor irrational customer demands like sending signals to a tv box when the tv that is attached to that box is the actual problem because it was struck by lightning or to get a technician out to their house "to stop the snakes from crawling through the cable and out the tv screen".(true story of a nutjob caller)
I see where you are coming from. Its also why I am not as irritated as I was earlier. Sorry you hate your real life job so much. and again, you haven't read the entire thread when responding. Did you even read what I said about harassment? What did I say in the post that said "update"? After much discussion I am convinced that was not their intent. But, their lack of sufficiently reading and responding in an off-shot way is still not cool. Let me ask you something, if the service was wrongfully cut from a cable subscriber that did pay and they escalated the issue: How do you think that said customer would perceive it if they were mistakenly told that they didn't pay and confused with someone else, whilst also being asked to run all these trouble shooting methods ( turning things on and off)?
I cannot and will not escalate the issue with authorities outside of ZOS. Even if I did, I would not do so without first exhausting my channels of communication.
You may think I want to parade them around as villains for my own amusement or that I want something out of it. The fact is, I want to be proven wrong by them. I want them to actually take a moment and check how they responded. If there is an issue that can't be fixed, then it needs to be addressed head on as such. I am not angry about them wasting my time. I am angry because they made it seem like they were trying to make me accountable for something I am not. i did not make this thread to convince you or anyone here of anything. I want an agent to see this thread and to stop railroading me or just give me straight, truthful answer and I'll go my merry way.
How would you feel if your service went out by your isp for some technical reason, then, you actually did all the troubleshooting instructions and nothing worked. You ask for a credit for days of downed service , then you get denied; BUT not just denied: denied with the stated reason that it's because of user error on your part which is not true. How would you feel then?
After good friends of mine ( whom I don't deserve) analyzed the emails; I am positive that there was no overall effort to railroad me and just simply justifying their own existence. That does not mean it's okay. They need to read the tickets.
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Slick_007✭✭✭✭✭
✭we had someone call up because their internet didnt work and their modem wouldnt switch on. their whole house had no power. yes, 'customers' can be this stupid and this is why technical support start with the basics. And yes, we can often tell when you arent doing something we asked you to do. But those steps are there for a reason.
OP: i suggest you give up on this thread. You arent going to get anywhere good. Two of your guildies have already confirmed it wasnt harassment, but you felt it was ok to show them the responses but not everyone here and yet you want everyone here to side with you. Its not going to happen.
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This discussion has been closed.