@savvy wrote:
@bbdata wrote:
Koodo customer service ain't much better to be honest. The way it boots you back out to their automated help while you request a callback doesn't help during frustrated times.
Most companies are working towards customer service free models, just an FYI. Public is just the beginning. A family member is still on Koodo, and when I called in, the system is extremely limited too... Checking Virgin and Fido - they are slowly adopting the same tactics. I think this is the way of the future sadly.
Carriers have been dong things to discourage people from calling in for as long as I can remember.
Calls to customer service start off with a deliberate stall tactic of endless menu prompts (not enough people to possibly answer all calls immediately). That would be fine except that the carriers sometimes even make it so you can't proceed until you listen to everything. Then, you have the multiple layers of customer servcice and support that customers sometimes get the impression that are just there to waste time, tell you what you want to hear, and then send you back and forth between different departments. One almost gets the impression that this is done so that you don't call in. I know that is a cynical point of view, but I can't be the only person who has wondered if some companies have done that deliberately.
Another things carriers have done is to have service charges for requests made by calling in, service charges that don't exist if you do it yourself. This includes things such as phone number changes. Some carriers even charge a fee for each time you call in, although I can't remember a time that by the end of the call, customer service didn't remove the charge/credit it back.
