Customer Service

I didn’t mean to post anything this weekend (as you probably know we’re moving), but I couldn’t resist. Such a bizarre situation happened that I just had to write about it.

Because we’re moving, I called a company in charge or our home phone line and internet and asked them to move our service to our new place. Because it was more than 3 weeks notice, everything seemed to be fine. They will cut off our service on Friday early morning and connect the lines at our new place Friday morning. I’ve got at least 5 phone/email reminders last week that someone needs to be present at the new place in order to connect our services. Everything seemed to be so professional…

But only until Friday morning. First the guy called that he is on his way half an hour later than he was supposed to come and it took him another 1.5 hour to get to our place. I suppose he hit traffic at 1pm. LOL Then he walked into the house and asked: “So where’s the cable I’m supposed to connect?” Ok, now I must explain that we demolished the old house and built completely new house. And the company was aware of it. There’s no cable at our new house. So we took him outside and showed him that he needs to dig, connect our house to the line and then connect phone and internet line. He seemed very surprised and hesitant to spend his day outside during the coldest day in Toronto. What he did? He called the company, sat into the car and left!!! Not even a word about what’s happening, what they will do and when… Not even the phone number to call. It’s Saturday night and no one called yet and I’m pretty sure no one will call tomorrow and we’ll see what happens on Monday. So right now our old place got disconnected, but our new place is without any connection.

Funny part? There’s cable guy coming on Monday and I’m looking forward to see his happy face when he needs to dig to connect the cable! How much easier would it be for them to check our history and see we had our lines disconnected when demolishing the old house and attach faxes they received about cable locates to the house profile… Hmmm, paperwork really seems to be very important part of customer service, don’t you think so?