Modern American Customer Service
A little over a month ago a client of ours contacted us to inform us that anytime they tried sending email to an email address from a major web/phone/tv provider the emails were rejected. Shortly after that another client on the same server alerted us that they were experiencing the same problem. For about 3 weeks, we went back and forth trying to figure out the situation and trying to work out something with our server host company. On a couple of occasions I was told “they’ll be all set now” only to learn a few days later after testing it that they were not in fact all set.
This has brought me to today with the new week a sheer determination to get the problem solved. So about an hour ago I called our server host company, explained we had spoken with them before but we’d made no progress on getting the issue resolved. The answer? “Call (major web/phone/tv provider). The problem is on their end.” Excellent. 3 weeks and now I have to sit on hold for who knows how long trying to get through. So I make the call.
”Thank you for calling (major web/phone/tv provider). Your call may be recorded for quality assurance purposes. Please enter the phone number of the location where you have or would like service.” I don’t want service. I hang up. Seeing no better option, I call back and enter our phone number. I figure eventually I’ll get to a person.
Call #2 - after entering the office number and selecting option 1 (for English), than option 2 because I don’t currently have an installation schedule, than option 2 (for internet), the option 2 again for business solutions, I’m told there’s an unusually high call volume. I think that’s just a default statement since I’m immediately connected to a person. An after explaining the situation, he gives me the phone number of technical support.
Call#3 - I go through the usual rigamarole of option 1, 2 etc and this time have to hold for a bit. Not too too bad though, only 5 minutes or so. The first person I speak with transfers me to someone else in technical support who gives me two numbers for Technical Support for Security issues. Also tells me that what I want is to get my ip on their safelist.
Call#4 - My call is important to them, but if I want to leave a voicemail I can just press 1. My phone’s weak speakers provide me some encouragement courtesy of Journey - “Don’t Stop Believing…..”. My call is still important to them, but voicemail’s available! I’m back listening to Journey and their lyrics provide me with the added encouragement to stick it out. I will speak to someone in the Technical Support for Security issues department. Finally I get Josh on the phone. I explain the situation, my four previous rehearsals have really got me nailing the delivery, Josh says he can take care of it and it will take about 5 minutes to correct.
I hang up the phone elated. I alert the clients. I continue to worry deep down inside that this will not help and I’ll have to spend another hour on the phone and send more emails to clients saying “Yeah I know I said it was fixed but apparently (major web/phone/tv provider) didn’t fix it.” One can only hope that 5 phone calls might have done the trick - now that is service.