I have railed (recently, even) about how monopolies suck. No, that is not a massive revelation or anything new. We all know this, but it bears repeating. I’m irritated because I got an appointment with CenturyLink (phone company) for a technician to come today. The appointment window? 8 a.m. to 5 p.m. This is, of course, because I was not able to talk to an actual person.
This is on purpose, by the way. Not only is cheaper (obviosuly. You don’t have to pay humans to do this), but it discourages people from trying to contact the company unless they absolutely have to. This happened when I tried to contact ComCost/Xfinity and it’s the same with CenturyLink.
Bottom line: they do this because they can. Given the soft monopolies they have in their respective areas, they don’t have to care about customer satisfaction. We have no options. I can use Comcast/Xfinity or CenturyLink in my area for internet. There are a few other stray options, but they are very restrictive.
I’m tired, grumpy, and irritated. It doesn’t have to be this way. And it really wouldn’t take much to make it a much better experience. Give me the chance to talk to a human, and I’m infinitely more likely to view the interaction in a positive manner.
There is one exception to that. That’swhenI had a problem with my trash person simply not picking up my garbage. This was the week of Thanksgiving, and when I called the day before Thanksgiving to inquire about it, I got a recalcitrant customer service person in return. It was an actual person, which was a plus, but they were not helpful at all–which was a massive negative.
I want to stress that I am very pleasant and kind to the customer service people I talk to. I know it’s a shit job and that they get paid very little money. I just want someone who will answer my questions honestly. I even understand that it’s not always possible because they are given scripts that they have to follow.
In this case, I calmly told the person what happened (no pick-up). She immediately said that it was a holiday week so there was no way I could get my garbage picked up that week. Um, ok? I mean, not ok, really. It wasn’t my fault it wasn’t picked up. I put my container out the night before as usual, so it wasn’t as if I rolled it down late. The person simply did not pick up my trash.
I asked what I was supposed to do. i needde my trash picked up. She said it would have to wait until the regular day–the next week. She repeated again that it was a holiday week, which I already knew. It wasn’t as if I were ignorant of the holidays.