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DirecPath Support Ticket - Poor Customer Service

DirecPath Support Ticket

Poor Customer Service - DirecPath Cable Services

Created By: Noonie's Picture Noonie Last Reply: Noonie's Picture Noonie
Priority Level: [High] Status: [Open]
Created: 9 years ago Last Updated: 9 years ago
Department: N/A Replies: 0
Product: DirecPath Cable Services

I can't believe as a potential new customer you would allow your Philippine reps to be on the front-line of your service calls. These are pure idiots you have attempting to service customers. On two ph calls this evening one lasting more than 30 minutes until I got so frustrated with the incompetent rep that I hung up. When calling back and requesting a Supr. the same rep attempted to fool me into believing she was a diff person. Even I had enough sense to know better I then got Ana who claimed to be a supr. Again I noted my frustration with her and she did not have enough cust savvy to say I apologize for your frustration but let me help you. After asking to confirm what the other rep told me I asked her about the $2.95 paper stmt charge and if I choose to have online billing would the fee not apply. She put me on hold and for 10 mins I waited for her to return. Now my level of frustration went to straight pissed off. I realized this is cheap labor but is it really the kind of cust serv you want to be a reflection of your company. If it is then you really need some guidelines to good cust serv and let me tell you I don't think there is enough training you can provide those idiots you employee overseas. In the US we have over 8% unemployment so companies like yours can hire absolutely the most inadequate people working for you. This was such a horrible experience I will not be moving into the complex your company provides service to because if I can't talk to the people I would be paying money to for a service I surely can't trust your other employees or future service to be any better. If your company were the last company on earth providing this service I would rent movies to avoid having to deal with the likes of your representatives. This may fall on deaf ears but you really need to address the training of your reps. More importantly they need to be able to understand and speak English that would a starting point. However, at the price of your service I don't think customer service is what you are really concerned about. In addition you have the nerve to want customers to take a survey after they talk to your incompetent cust reps. this is just the most ridiculous service I have had in a long time and these days it does not take much. Let me give you a company you could learn much from American Express try it. Unless you move your company or some portion of it to the states where we speak English you should refrain from asking for customer feedback because it apparently is not an important factor in you operating your business. Feel free to respond to this email I really would be surprised if I ever hear from you. I just hope no one asks people that live in that subdivision about your company.


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