Customer Service - some perspective

[MEU_21]

There has been quite a bit said about PM customer service, but that is not what this post is really about. I have both a PM and Freedom account for my two lines. Yesterday, I called up Freedom to see what can be done for a long time (7+ years) customer on a grandfathered plan (I still need to keep the Freedom account for servies that PM does not provide).

This was freedom's customer service:

-5 mins of going through phone options, and listenting to adds before getting into the queue

-Wait 30+ mins on-hold until I could speak to a customer rep. 

-Tried sign language over the phone with someone who definitely couldn't speak english well enough to understand that I am looking for retention /loyalty options. After 20 minutes of this, I get put on hold again

-Wait 20 mins on-hold to talk to someone who finally talks english. Of course, I have no idea who this person is since the first one couldn't even tell me who I am getting transferred to.

-After 10 mins talking to this person, I get a list of "special offers" that they have listed on their website - which is, of course, open to everyone.

Lesson: Spent an 1.5+ hours, with poor customer service, for nothing. Kept my grandfathered plan.

Perspective: PM's on-line customer service is still a 100x better than a call-in customer service line. (I didn't have problems porting in the fall - but took 2 days for data to come on-line)

[DmcDohko]

Thanks for sharing your customer service experience with other providers... it's good to hear how others are operating for our own sake... and to be honest I used to have similar experiences back in the day with Rogers as well. Long waits and many times I'd get different opinions especially when calling in more than once and most times they did not direct to solving the problem.

As per receiving a better deal from companies especially for being a long time customer I have never tried to do so with canadian cellphone companies (have for internet and most times they are accomodating) but I do know this is common practice in Italy and the cellphone providers are usually the ones running after you to keep your business.

[mimmo]

I'm sure many would prefer 1.5-2 hours at the moment rather than 48+ hours waiting with no service.

but i do agree in normal circumstances the online system is better as long as you are clear,concise and provide complete info in your post/ private message to mods

[Halfdome]

I've had the same trouble with the other big providers. Great at selling you a new plan but the support ends there.

[neatooo]

Good review!