So while doing phones I do chat’s as well. Our company used to look at the rated poor ones. Used to, till they realized that all but a literal couple were, spam (no talk rated bad), people looking for the wrong company yet rate bad, or clueless monkeys like this who didn’t get their way. So its a metric no longer even looked at. The copy paste of course has been edited for privacy.
Me: Welcome to Your ISP. How may I help you?
Karen: I need to make some type of notation or arrangement on my past due internet balance.
Me: What is the telephone number on the account or account number so that I can look this up?
Karen: 555-555-5555
Me: 22 Acacia Avenue? (** my edit other verification done)
Karen: yes that is correct
Me: I show a total due of 327.55 and scheduled for disconnect today unless we can get the amount in full. It is a 2 months plus balance We granted an extension last month and you had agreed to pay for March and April and only paid for part of March.
Karen: I don’t get another payday until the 25th so that would be the first date I could pay
how late on Fridays your office stay open?
Me: 5pm
Karen: Is there an arrangement that can be made or do I just need to bring my equipment on the 25th when I pay that balance to discontinue the service?
Me: I can try to submit one yes per policy you are granted one extension per calendar year. As I mentioned you had one last month and didn’t fulfill it so I am sorry it will be denied if I do submit it per policy.
Karen: Ok the partial payment was made to avoid service disconnect last month. (** my edit, you can game our system if you pay a chunk of the past due our system clears the work order for non pay even though you still have a larger portion still due if you do this online, you cannot go to a 3 month balance its in full at that point or disconnect )
Karen: Has it been submitted
Me: Yes just waiting on a reply.
Me: I do apologize the extension request was denied. (**my edit, I didn’t even put it in rule #1 is have they had an extension request in this year. And if so is this life and death extenuating circumstance if not. Extension denied you don’t get a 3 month bill and this would technically be a 3 months plus bill if it went to the 25th when the new billing had come out for the next month.)
Karen: Ok I’ll be in on the 25th with my equipment pay the balance and move on with a different service. Thank you
Me: Thank you do appreciate it.
Karen: rated this chat as bad.
Karen closed the chat.
POST-CHAT SURVEY
Message:The wait time of 1 HOUR to chat was more than ridiculous and the ability of the representative to act like a jerk through type is astonishing. I have never been treated so poorly. Customer service should be number 1 and by the way I’m terminating my service due to poor reception and the horrible customer service I have received.
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The chats are time coded. She was waiting for 2 minutes and 42 seconds. And how someone can say acting like a jerk. We are typing. You look up and see what was said. She didn’t terminate her service with us. She didn’t pay and we fired her as a customer. Her account went to collections. SMH. No context was edited just privacy and number details. Even cleaning this up today still not seeing what can even be misconstrued or taken as me being a jerk. Just someone who doesn’t want to pay and already didn’t pay agreed on extension the month before. And pulling the if I don’t get my way I leave. If you don’t get your way we kick you off and we did.
submitted by /u/XiahouJoe
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