Andrealouis3
RFC 127 Exam Case: An Internet Giant during COVID Times Note : For…
RFC 127 Exam Case: An Internet Giant during COVID Times
Note: For ease of comprehension and referencing your answers, people have been given Titles, Names, and Representative numbers. The Case numbers have been given specific numbers as 123, 456 etc. Also, the Timelines of the case are marked as Day 1, Day 2,…etc.
Day 1: A Sales Agent from a leading Internet provider knocked at my door and offered me great internet speeds at a good price. Even though I did not have any existing products or services with this company, I got interested especially during the COVID time when fast internet services are in great demand. He took out his iPad and asked for some key pieces of information from me. I suspected that he was doing the credit check on me and I enquired about the same. He said, “Yeah it’s a minor temporary hit on your credit score and it will bounce back in no time”. Even though I did not like the fact that he failed to inform me about it, I did not object as I was interested in signing up for better internet speeds. He told me that I would be receiving their company’s Modem and the very easy “Self-Install” instructions. If needed, a Field Technician visit could be scheduled as well. Later the same day, I received an Order Confirmation email along-with an Account Number.
Day 2: I received their Modem at my doorstep. The box had the instructions to Self – Install it. I suddenly realized that I did not have any wired input connection to the intended location of this Modem in my home. Hence, I ended up calling them to schedule a Field Technician Visit. While at the first few steps/prompts in their IVR, the automated voice asked me if I was calling regarding a specific Account Number. I realized that the Account number being associated with my home phone was not the Account number that I had received via email when my order was confirmed. After waiting for more than half an hour, I was connected to their customer service “Representative 1” who ended up asking me to first return the Modem because it was issued against an incorrect Account number. After some discussion he agreed to simply transfer the same Modem to my actual/valid Account number. He gave me two Account numbers now (Main Account #, and a Sub Account # respectively). “Representative 1” also scheduled a “Field Technician’s” visit for me. I asked for the Case # regarding the record of our conversation and he gave me a Case ID # 123
Day 4: Their “Field Technician” arrived at my home and he realized that the main cable from their company’s cable distribution box was not even connected to the main residential box outside my home. He told me that he was closing the current ticket and that I needed to call the company again to schedule a “Professional Install”. I asked him if there would be any charges for the Professional Install. He expressed his ignorance and told me to check that with the call centre at the time when I called to book the actual appointment.
I again waited in their phone queue for more than half an hour before being connected to their Technical Support “Representative 2”. While discussing the issue, he told me that there was yet another Account number associated with me. This was going to be the 4th Account number for me now! I specifically asked him about the potential charges for the Professional Install and he said that he did not know about it. I was losing my patience now. I asked for his Manager who could answer this simple question. After putting me on hold for several minutes, a rude sounding Manager, “Joseph”, took over. Again, to my dismay, he could not answer the question on any potential installation charges. Again, I was not happy and asked him to connect me with someone who could clarify this. He put me on a 20+ minute hold without informing me. When he came back, he introduced me to a Customer Care Manager named, “Judy”, who took over the call. She was very professional, apologetic, and confident. She explained to me that there would indeed be a $ 100 charge for the Professional Install. At this point, I had lost all confidence in this company and I told her to cancel my order. She did not make any attempt to waive these charges or to make up for the inconvenience caused to me. It seemed to me that they did not care given the great demand for their services due to COVID when everyone needs their products to function Online. Yet, because of her professional behavior, I trusted her and waited for her email (that she had promised to send me immediately with the Return shipping number, Instructions, and the “Shipping Label”). She verbally gave me the Return Canada Post shipping number that I would need so that I would not be charged for shipping. Upon my request for a record of our conversation, she gave me another Case # 456. I thanked Judy and hung up the phone.
Day 7: I waited for the formal shipping instruction email for a few days but did not get anything. I was forced to call them again and wait for yet another half an hour before being connected to an agent, “Representative 3”. This Representative again did not know what to do and ended up transferring me to an Escalation queue which took another half an hour before a Manager named “Mike” answered the call. He told me that all I needed to return the Modem was their same Canada Post shipping number that Judy had given me. I could not trust these guys anymore. I asked him to send me an email with these instructions so that they did not end up billing me for the cost of the Modem even when I shipped it back to them. Mike simply refused to do so. I then asked to be connected to their Office of the President. Immediately upon hearing this, Mike asked me, “So you want me to send you a simple email with the shipping instructions”? I said, “yes”. Finally, he ended up sending me a two-sentence confirmation email to use the shipping number and take the Modem to the Canada Post outlet. I asked for the Case number for my records and I got another Case # 789. We hung up the phone.
When I got up to pack the Modem, I looked at Mike’s email and realized that there was no “Ship To”Address. I ended up responding to Mike’s same email asking about the Address. There was no response for the next three days. I again sent Mike an email, mentioning that it should not be any inconvenience for him to respond to me with the “Ship To” address. To which he finally responded (on Day 11) saying that the return shipping number automatically takes care of the address.
Day 11: I went ahead and properly packed and dropped the Modem at the Canada Post outlet and emailed Mike confirming that. There was no response from him. Canada Post gave me the Receipt cum Tracking number printout.
Day 15: Canada Post Tracking number indicated that the package was delivered at a Toronto address. I was relieved that the issue was now resolved.
Day 20: Unexpectedly, I received an email from the Telecom company with the formal shipping instructions and a Packing Slip. It also warned me that I would be charged an undisclosed amount if I did not return the Modem. My initial fear about this happening had come true! I have now responded back to them with a picture of the Canada Post Tracking slip along with a request to confirm that they have received the Modem and that there is nothing outstanding against me. It has been a week (Day 27) now and they have yet to respond! Meanwhile, after having wasted countless hours with them, I continue to wonder, “what’s next”???
What are some of the Technologies involved in the entire case? What are some of the obvious shortcomings in the actual use of these technologies that the company could overcome to make it a better customer experience?
