I honestly thought when I finished dealing with the medical stuff that I was done with my days of customer care. It never occurred to me that I was going to be doing it again the very next day.
There is definitely an epidemic of pathetic customer service. It really isn’t the fault of the service people. They don’t know what they should know because they have not gotten sufficient training. Not only that, but they aren’t paid particularly well, so they’re mostly working at entry-level wages, they are young, and poorly trained. Is it any wonder that they struggle to answer questions that aren’t “typical” questions?
We got — my son got us — a new Roku for the bedroom. It was working, but it’s also four-years-old and a lot has changed since it was installed. In particular, the remote is much better and does a lot more than the old one. It controls sound, turns the entire system on and off. This remote unit does everything you can expect it to do, including (supposedly) work by voice. I don’t use the voice function because they never understand me and I’ve just given up.
So Owen plugged it in for me because I’ve shrunk. When I installed it last time, I was at least an inch taller. Now I can’t reach it. I used to be more-or-less a normal height for women, but the average height of female persons has gone up. I have not.
Then my spine sort of crunched itself together and over the past 10 years, I’ve lost 3 more inches. In total? Four and a half inches, which is a lot when you were only 64.5 inches at full height. I’m glad my son is tall. He certainly didn’t get it from me.
So I started to set up YouTubeTV, which is our primary source of entertainment. We also have Netflix, Acorn, and Hulu, plus the free versions of History, PBS, and some others that we never watch. I’d really like to get HBOGO and CBS-Pay-to-Play (that’s not what they call it, but it’s what I call it). But HBO is $16 a month and CBS is another six or seven (I’m sure it’ll go up). It all adds up to a pretty big number. The only reason I have HULU (the least expensive channel) because they carry “Orville” which I love so much, I have to have it. Acorn is also not expensive. It was originally $50 a year and this year, I think it’s going up to $60. Which is still inexpensive.
Of course, Charter has raised the price of streaming services, so now we pay more for streaming — without cable or telephone — than we used to pay for cable, telephone, and computers.
Why not? They’ve got a monopoly and we have no choice about where we get our service. Charter is the only ISP in this area and for most central and western Massachusetts. They are awful. If there’s something wrong with the signal, I will wait until I really can’t see anything or make the computer work before I call them.
I signed into YouTubeTV. I followed the same rules I used the last time I set it up. The TV wouldn’t work, though it showed up beautifully on my Mac. Swell.
I turned it off, unplugged it, and tried again. Half a dozen attempts to fix it later, I called for help.
The guy on the other end said he would have to “escalate” the incident since I’d already done everything he could suggest. I said “NO NO NO.” I was done with spending my life waiting for or arguing with Customer Service.
He said they’d get back to me by the end of the day. Since they are in California (Redmund, naturally), I asked what that meant since I live by Eastern Standard time and it was already 2:35 pm. “Are they going to call me on my time? Three in the morning? What time is ‘by the end of the day’?” He couldn’t answer me. I suspect no one had ever asked him what “end-of-day” meant for the east coast. Time change confuses many people.
Oh, and Tier 2 couldn’t call me. It would arrive as an email. Not to worry, though. They work 24 hours a day. Except that I’m not awake 24 hours a day.
I pointed out that I’d have to sit up waiting for the email and meanwhile, I’d have to explain to my husband that there was no television … and he was very likely to be very unhappy while I was already more than a slightly annoyed, so could I please talk to a supervisor?
Suddenly, a few moments later, I got a set of instructions. I followed them. Voila, they worked. Amazing, eh? No Tier 2 escalation. No emailed instruction in the middle of the night. No having to explain to Garry why there were no movies. Garry is very dedicated to late-night old movies he knows I won’t watch.
I said “Thank you,” and hung up. Then I had to sign onto all the other channels, which took another hour, give or take a few minutes. Total time? About 3.5 hours. Maybe a little more.
I can’t even imagine what else I could possibly need to do tomorrow that would land me on another customer service line, but these days, who knows? Once you get on a roll, you keep on rolling until you hit the bottom of the mountain.