cuddlesgirl (cuddlesgirl) wrote in bad_service,

Long story short: I am moving on Saturday. This just got completely confirmed yesterday, so I could not set up a service transfer before tonight. However, once confirmed, I was able to set it up.

The scene:

Me: The star of the show, calling TWC to transfer my Service. Call center monkey who tries very hard to not be the crappy customer I see on an hourly basis.
SP0: SPllama who got locked out of her system
SP1: Douchellama
SP2: Awesomellama

Me: *explains I am moving, gives current address, gives new address*
SP0: *tries to log into her system to check the new address and such for service availability*
SP0: *Gets locked out* I'm really really sorry! I am going to transfer you to another rep who will be able to assist, I am locked out for the next half hour or so, I am REALLY sorry!
Me: No no, Its fine. I've managed to do it myself. I am a call center rep, and if I try more than three times, I'm effed for a half hour. Thanks for trying though!
SP0: *transfers me*

Me: *explains the situation again, gives same info*
SP1: *tries to find new address* I cannot find that road, I can find rt 176 and rt 178 but this shows rt 177 as not existing.
Me: No, the downstairs apartment has TWC, you guys definitely service the area. Please try to find it?
--20 minutes later--
SP1: I'm still not finding it, I do not think we have service in that area.
Me: No, the downstairs apartment has service with you guys. Its there, please look again.
--5 minutes later--
SP1: I'm not finding it. *transfers me back into the starting phone queue without warning*

--10 minutes later being on hold waiting--

SP2: *opening speil* How many I help you?
Me: Ok, x-y-z happened with the last rep, and I'm rather ticked off right now. I have checked on your website, you service the area i am moving into. Can we please try to set up a transfer?
SP2: Wow! *Empathy and commitment statement* What is your phone number? Just in case we get disconnected I will call you RIGHT back!
Me: *gives number* Ok, I am moving Saturday, I need to transfer my service to 123 rt 177, anywhere, NY 12345.
SP2: Yep, right here. I can have you set up for tuesday afternoon.
Me: Thank you! That's AWESOME! Also, can we do some kind of bundle and get some cable as well?
SP2: Sure, let me try something, since we usually cannot set up two things in one night.
--3 minutes later--
SP2: Ok, I can call you back tomorrow evening and we can set up the cable as well, would that work...hey wait...*puts me on hold* Ok, just spoke with my manager, we can set this all up for tuesday for you if that would work for you.
Me: Yay! You're awesome. I am a call center employee myself, and you have been AWESOME. Can I speak to your supervisor?

I then asked to speak to his supervisor, and told the guy how absolutely awesome the second guy was, and how very atrocious the first guy was. I know how awesome customer Kudos are on our floor, damn sure I was giving them to SP2!
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