Service and how it should NOT be!

?I was not sure whether to post or not to post this on LinkedIn, so I posted it a bit anonym on Facebook first. Since we have now the next iteration of a service process which does not work, I have now decided to share it on LinkedIn, knowing that a lot representatives of this Telco are on Linkedin, including the Head of Consumer, the Head of Customer Service and also the CEO who are really willing to change the service to a better experience. This is not just pure criticism, it is an offer to share a telco/IT savvy customer experience to become better, it is an experience with the service agents world in the Telco world when your service breaks down (which can happen!)

Imagine what happens to the customers with less Telco/IT affinity?

I am going to share my experience

What happened: I am a customer of a triple play data plan with TV/Fixline and LAN/WLAN and I am happy since a few years. Reliable and good service with hardly any interruptions. Since 1.5 weeks I had issues with the WLAN, hence I logged in into https://www.dhirubhai.net/redir/invalid-link-page?url=192%2e168%2e2%2e1 with my PC, and checked for any updates, signal variances etc. Changed the channels and frequencies, but no success. TV shaky as well, every now and then ok for an hour 1or 2. I have an home office option, so this is now becoming annoying. I switched on my 2nd phone for tethering so I could at least work on my PC. I need to print... guess what, it requires WLAN and changing SSID and PW...no thank you.

Friday: Customer Service call #1: Friendly person, checks the router, router ok, sees that there is an issue with the distribution box down in the street.

Promised that someone will call me next day

He gave me two tips, #1 the router can be exchanged with a newer and better one for no extra cost, nice freebie, hence I said: Go for it! He promised to order asap.

Tip #2: When outage is finished, call again, just jump over IVR with " sales" to claim your credit. He says proudly: Not everyone informed the customer, but I always do.

In parallel I get 1st SMS, : We are already working on the outage....

Great, this guy is really good!! Very happy so far!

Saturday: No one calls me, Internet, Fon and TV down!!

But I get another SMS asking if the outage is fixed! Hellllooo? I called you, dear Telco, to fix it. Why do you ask me if it is fixed?? And they want a survey filled, done, some negative CSAT rating.

Saturday eve: Calling again, landing in the inbound center in Düsseldorf after call back request.

The lady has challenges to understand my case, but sees that there is an outage logged, but no job to fix it. She tells me the service technician will come Friday next week. Friday??? In a week they want to fix a triple play?

Dear Telco, I am a home office digital native, so I think 1 week is totally unacceptable. And if this is not my router, but outside the distribution box I assume there are more households effected, looking to your market share.

I asked about the router: No router ordered! I explained again that the college checked the router and it is ok, but outdated. Answer: " So the router is broken?"

Me: Noooooooo!

I get a bit angry and offer a call to the Head of Service as I know a lot of people in this Telco. Now the lady understands a bit better :-)

Now a SMS hits my phone saying the service person will come Friday.

I am promised a call tomorrow, between 8-12 next day, Monday!

Let's see, stay tuned!

Now it is Monday 5 pm, here my Update: No one called, at least not on my provided mobile #, maybe they tried the fixline.

Dear service leads a the "colorful telco", if you promise a call then do so, or just do not promise!

tbc......