ihadablackdog wrote: ↑
Fri Apr 21, 2017 3:30 pm
Ok, let me re-phrase my gripe:
I am frustrated at having a problem and hitting a brick wall when trying to get it resolved, having to go over the same thing time and time again.
Anybody who has been in this situation will know what I mean, and it is those people who I would like feed back from about how they got to a resolution.
Is that better?
Been there, done that, multiple times with PC issues and Xbox Issues. When I was younger, I had computer issues and had to call up the Dell/Tiny helpline (showing my age here, where you actually had to call to solve a problem rather than sitting on an online help chat, plus Tiny haven't been around for nearly 2 decades), they would always say the same thing that I have already tried. I.e. restart the computer, disconnect this, disconnect that, try again, etc. Even when I need tech issues with my Xbox One/360, again everything I try, such as disconnect this, hard reset that, disconnect WiFi and start, etc, they want me to redo because of their script and steps they have to follow.
When I had my issues and was in contact with the other parties, I'd tell them I've tried it already so I don't see why I need to do it again, I've also read xyz online in terms of trouble shooting this issue, can you please escalate it and what are the next steps after I've tried everything and everything that you have said. If need be, ask for someone higher up like a Team Leader or Manager and say you don't feel like you're getting anywhere so you want it escalated. At the end of the day, if you're rude, they'll just treat you like that annoying customer that nobody wants to deal with or just hang up or even pass you onto a manager but you'll get attitude from said manager most of the time. You need to be stern in what you're saying and push to be escalated but also be fair. Worst case scenario get onto Social Media and complain or even complain directly to head office. Companies are quick to reply if you cause a fuss on Twitter/Facebook on their pages. Threaten to leave if possible, complain to an ombudsman, etc.
Granted it's not the same situation as yours with the home phone line but the principles remain the same. It's hardly fair you getting annoyed at someone who has to follow a script/procedure before they can move you forward and assume they don't understand you just because they're not English or Native English speaking. Plus it's only going to aggravate you, I doubt the other person on the end of the line will get any aggro because of your aggro if you follow what I mean.