What Has Happened To Customer Service?

Jun 23rd, 2009 – Comment

Hello My Friends, Today I had the great pleasure of arriving home, after a fantastic time at the Oakville Club with my host and friend Stephen, to the Empress telling me that the phone was not working and that the helpful people at Bell told her to check the connections. Now if the Empress and I could trouble […]


About the Author

Lou Schizas is an equities analyst, investor, entrepreneur, professor and television and radio personality – and a true believer in the happiness-inspiring powers of capitalism.


Read the author's full profile.


Further Research

Read more about Commentary.


oc

A fantastic time was had at the Oakville Club with my host and friend Stephen.

Hello My Friends,

Today I had the great pleasure of arriving home, after a fantastic time at the Oakville Club with my host and friend Stephen, to the Empress telling me that the phone was not working and that the helpful people at Bell told her to check the connections.

Now if the Empress and I could trouble shoot a phone system I am sure there are all sorts of wonderful things we could undertake like small motor repair, but that’s not the case. I understand that telecom service providers want to down load all of the work they can on to their customers but sending the telecommunications all amateur rookie team to the task is laughable at best.

telequ

Usually telecommunications technicians have picture ID with their names and identification numbers on them so that members of the public have some comfort in dealing with them.

However God in his infinite generosity gave me the gift of observation to compensate for my  failings as a telecommunications technician. Before leaving for my spectacular time on the upper deck of the Oakville Club I had noticed that there was a crew from B-Line Trenching Inc. working in front of the neighbour’s house. They were there on behalf of Cogeco who provides my family with cable and internet service.

Not being that bright when the Empress told of the disruption to our phone service I went out to find young Jeff  from B-Line Trenching Inc. opening the phone box on the side of my house. I told him to stop immediately and asked if he was a qualified technician certified to be working on my telecommunications connections.

He really didn’t have an answer for me. That’s code for no I am not a certified or trained technician. I asked that he write his name on the door knocker he had as his only form of identification. Usually telecommunications technicians have picture ID with their names and identification numbers on them so that members of the public have some comfort in dealing with them. I guess B-Line Trenching Inc. doesn’t feel that its required of their specialist.

At this point its all too clear that the elite trenching team from B-Line Trenching has cut the lines leading to my home knocking out my land lines.  But of course its not their fault is it. No, its the fault of the phone company. Of course it is – isn’t it always?

Now I’m no big fan of the phone company, given that they want me to trouble shoot my own system, and can’t send a repair crew till the next day on most occasions , but when you are standing in front of a hole in the ground with a bunch of ripped up cables and your trenching machine right next to it, it is at least partially your fault B-Line Trenching Inc.

And as it comes to mind  B-Line Trenching Inc. you might want to train your specialists to inform a home owner that your staff are going to be on their property and that they may or may not be opening the phone box affixed to the home. That just might disconnect the reaction that I had which was what in the name of blazes is going on here and what the heck do you think you are doing ?cop

Having had many disappointing customer service experiences I always make it a point to get the names of the defendants in writing so that when I write a letter with their names in it ,I get the proper spelling. It also helps their supervisors get their side of the story should they decide to follow up the phone call I usually make pretty quick when there has been an incident.

So after having Jeff write his name on the door knocker I asked him who was in charge and at that point another young man came up from messing with the wires in the hole in the ground. I asked him what his name was and he said Spencer. I asked him to write his name on the door knocker. He said and I quote ” You write it down”

Now you can probably imagine how excited I was to not only have my phone  line cut by the trenching specialist from B-Line Trenching Inc. but getting lip was just the cherry on top of the “its not my fault” sundae. You know in my day when we messed up, we fessed up, and we tried to dress it up. Because we had learned that was the best way to solve a problem. But apparently that lesson has skipped a generation.

When I insisted that Spencer write his name on the door knocker he told me not to talk down to him. Well there ya have it. I have no phone service and have some kid giving me lip and I should be talking with more respect to my equals. Sorry Spencer but guess what, you are wrong. A mature adult would have started the conversation concerned about how the customer was feeling.

You see Spencer the only thing I did was to come out to find out what in blazes was happening. I find people messing with technology that they clearly they are not certified, qualified, or identified to handle and they are on my property without my permission. But I guess its about how you were feeling.

I decided to call B-Line Trenching Inc. and spoke with George, who must be in some sort of ownership or supervisory role. I could tell this because I wasn’t routed through the twenty levels of voice mail jail which I had the pleasure of engaging when I called Cogeco to report how swimmingly things were going at my house. But more about that later.

George was as helpful as he could be but he did say the magic words – I’m sorry. That toned my wrath of  down a couple of degrees but really I knew at this point that I was on my own.

The Empress called Bell and told them that the lines to the house had been cut by B-Line Trenching Inc. to which they replied ” Well they had better fix it.” Sweet isn’t it. Nobody wants to take care of me, the customer. Its one big finger pointing experience with little concern about the user experience. In a word – it sucked.

I called Cogeco and spoke with Darren 131 – they don’t give out last names at Cogeco which makes me wonder why they have my last name, address, and phone number. But that’s another matter.

Darren 131 told me in about a dozen different ways that Cogeco was prepared to do bupkiss, but that he would be filing an internal report that unfortunately I would not be privy to. An internal matter you see – very hush hush.

The Empress asked me why I was wasting my time on this and all I could think of was because I had no phone, , and no satisfaction from the companies that I have been sending money to for close to a decade.

When quitting time rolled round Spencer and Jeff rang the door bell and told me that I would have to call Bell and have them come to fix the lines that they had cut. I told them I wasn’t surprised that they couldn’t fix the problem and I didn’t think they were qualified to do the job. To which Spencer told me they fixed phone lines all the time. Which says a lot doesn’t it.

If you know anyone at B-Line Trenching Inc. or Cogeco in Oakville, Ontario, or Bell Canada – please send them a link to this tale. But please don’t have them contact me – I’m just a bothersome customer who just doesn’t get how things work.

Happy Capitalism!

Categories: Commentary
Content © Relentless Economics - Charts courtesy Stockcharts.com - Employees Entrance - Optimization Media