I got a 2 XL on Friday. After spending a few hours setting up, the mic was dead. OK, so that can happen.
But... spent an hour and 10 mins on hold waiting for a representative to take my call. That's just nuts. It's been 48 hours and I didn't get a promised email back. Went to the chat and waited about 15 mins for an agent. Then, this:
Scott
9:34 AM
Okay, I'm looking through the previous case now. So your is having issues with calling and you've already gone though troubleshooting. Give me just a moment to look a little deeper into this for you.
Scott
9:37 AM
I see, let me get ahold of the previous agent to look into the progress of getting the case escalated to a specialist.
Ken Norian
9:38 AM
Not happy that I have a defective piece of hardware, that can happen. But, spending an hour on hold on Saturday before I got to an agent, spending 15 mins waiting for you to respond, then having to wait more just to get a replacement unit is unacceptable customer service. Feel free to pass those comments along as well.
Scott
9:41 AM
I will certainly do so, however with the release of any new device the lines can be a bit longer. I do agree that a hold time that long is unacceptable though, I'll be sure to send a message about that.
Scott
9:43 AM
So the agent you spoke to is currently out of the office, if you reply to the email he sent you he should have a response when he first comes in. I was unable to receive any more information on the state of the escalation.
Ken Norian
9:45 AM
This shouldn't be that complicated. I spent a grand for a device, it doesn't work. Tell me how to return the one I have and when I can get a replacement. I work for a huge company with help desks on several continents. If a representative initiated a case and there hasn't been any follow up, someone else has to drive it. I'll give it a few more hours, then I must escalate.
Scott
9:49 AM
Sorry this has been such a process Ken, I definitely agree that we need more agents right now. I'll make sure that message gets relayed, do you have any other questions for me today though?
But... spent an hour and 10 mins on hold waiting for a representative to take my call. That's just nuts. It's been 48 hours and I didn't get a promised email back. Went to the chat and waited about 15 mins for an agent. Then, this:
Scott
9:34 AM
Okay, I'm looking through the previous case now. So your is having issues with calling and you've already gone though troubleshooting. Give me just a moment to look a little deeper into this for you.
Scott
9:37 AM
I see, let me get ahold of the previous agent to look into the progress of getting the case escalated to a specialist.
Ken Norian
9:38 AM
Not happy that I have a defective piece of hardware, that can happen. But, spending an hour on hold on Saturday before I got to an agent, spending 15 mins waiting for you to respond, then having to wait more just to get a replacement unit is unacceptable customer service. Feel free to pass those comments along as well.
Scott
9:41 AM
I will certainly do so, however with the release of any new device the lines can be a bit longer. I do agree that a hold time that long is unacceptable though, I'll be sure to send a message about that.
Scott
9:43 AM
So the agent you spoke to is currently out of the office, if you reply to the email he sent you he should have a response when he first comes in. I was unable to receive any more information on the state of the escalation.
Ken Norian
9:45 AM
This shouldn't be that complicated. I spent a grand for a device, it doesn't work. Tell me how to return the one I have and when I can get a replacement. I work for a huge company with help desks on several continents. If a representative initiated a case and there hasn't been any follow up, someone else has to drive it. I'll give it a few more hours, then I must escalate.
Scott
9:49 AM
Sorry this has been such a process Ken, I definitely agree that we need more agents right now. I'll make sure that message gets relayed, do you have any other questions for me today though?
Facebook
Twitter
Instagram