This is my first time posting here so go easy on me. I work for a cable company that provides internet and phone. Guess who lol. I am the next thing to a supervisor so I handle frontline escalations and overrides on a daily. An agent calls our escalation line stating a customer is upset because the tech did not install their two new cable boxes and told them they should use Roku devices instead. Ok… que me reviewing the notes and recent work orders on the account. The tech marked the order resolution as complete due to unsafe conditions. The notes state he called his supervisor who then called dispatch stating there was feces in the basement and tech could not complete the job until it was cleaned up. I got my giggles out and prepared to take the call.
The customer begins by saying how frustrated he is and how he is going to a competitor blah blah blah. I listen without interruption. I state the reason the tech left due to caca in the area where he needs to make the connections in the basement. This mans rebuttal is that the dookie was nowhere near where he needed to make the connections. I had to mute myself there to find an appropriate statement without hurting his feelings. I said sir some people can not tolerate certain smells of that nature and round it out with asking if the basement was clean and we could reschedule the appointment. He then says his wife was busy with his niece all morning and didn’t have a chance to clean the area before the tech came. In my mind I’m like who the hell lets their animal crap in their friggin basement for Christ sake!!! Take them outside. I hear the wife in the background like it wasn’t even our dogs that made the mess… so wait your neighbor who shares the space allows them to crap there too. What is wrong with you people.
Then the customer goes that’s not even the main issue. The tech tells me when he gets inside that it’s stupid of him to use cable boxes and to use a roku device they are way better and save you money. In my head that translates to your house stinks and I don’t want to be here lol. He then asks if he should just go to another service provider and of course I reply that is your decision sir you are not in a contract. He asks to speak with someone above me and calls me a cunt while speaking to his wife. I checked the account later in the day and there was no appointment rescheduled so I am guessing they called the competitor. I still can’t get over the fact that they think it’s ok for their dog to poo poo in the basement… disgusting lol
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