@Tsawwassen
Up until this past year basically starting with the May RAF I would say 95% of my customer support was excellent. Given the amount of accounts I manage (who rarely if ever have had an issue) its only been the new ones this year and my one glitchy account (its always been glitchy), the bf's because of the amount of times he's lost his phone and my community account's glitches I have had many more customer support interactions than most.
So to average one bad encounter for every twenty is pretty dang good! But to suddenly start having that percentage drop to 50% or less is unacceptable. You shouldn't have to argue after presenting all of the evidence and documentation with a CSA who hasn't been trained properly, refuses to consult pm or a supervisor or policy or promotional literature but rather decide to defend their opinion and look out for themselves rather than the customer is a dereliction of their duty.
Considering that your most recent experience could be based on the nearly 5 months I spent patiently inquiring on when the $5×5 month credits were going to be "automatically" applied? When finally two weeks remained for the final fifth $5 payment to be applied and no payment of the credit had yet to appear for the 4 affected accounts that's when I demanded the entire $25 credit be applied to all of the affected accounts. (Only to have the same thing repeat itself except that several agents in a row backing up the initial agents misinformation and lies created an entirely larger issue beyond the missed automatic application of a $5 credit?)
Having the entire credit applied is seemingly the resolution you have just benefitted from with the November/December RAF being applied. What I do question is why it was applied at all? Seeing as this being that last full week of January and no other recipient of this RAF promo has had their credit applied yet? I strongly suspect that's because this Friday is the scheduled "across the board" application day for the first of the $5×5 months credit as per the promotions terms and conditions.
So while beneficial for you the CSA jumped the gun and further compensated you for being impatient and not waiting for the credit to be applied like everybody else has that is eligible for it? Does this also mean you will double benefit from this promotion because you will also recieve the first $5×5 month credit on Friday with everyone else?
This in itself is a problem with customer support not taking the time to reference the promotion in question and read the terms and conditions. From the provider's stand point they have lost money for compensating a customer that didn't need to be compensated which in turn makes it more difficult for those who are seeking just their original deserved credit to get it resolved.
This is how its easy for customer support interactions to go south.....? What was a good customer support resolution for you by the same lack of training, knowledge and resourcefulness of the agent can turn into the very opposite.....a hair pulling, frustratingly bad experience with no resolution for weeks or even months if at all? That's why you have complaints against customer service reps.
