Toiling With Poor Customer Service

I just spent two wonderful days in New York City getting to know the new ownership and the digital team, which, by the way, is much more efficient than the television service provider with which I dealt on the train ride home.

Here's the story:

I went online and scheduled television and internet installation for Good Friday since that is the only day I have off and, thus, could be home to await the technician. But come Tuesday, I received a disconcerting email.

"We need some additional information to complete your order. Please call us at XXX. Be sure to have your order confirmation number and the four-digit PIN you created during your online order ready when you call. We look forward to hearing from you so we can complete your order as soon as possible."

I was not looking forward to the call, as I have had numerous run-ins with this particular company in the past. However, I figured by the end of a 2-hour, 30-minute train ride, whatever information this company needed could be given or any issues it had could be resolved.

Unfortunately, I knew all-too-well the pitfalls of its customer service and my weary stomach churned.

So I call and reach the installation customer service, at which point the agent notified me that my installation was on hold because I owe -- get this -- $1. One mother-$%$^(*% dollar.

The conversation continued.

"Well, may I just pay it now, over the phone?"

"No, billing takes care of that, I can transfer you to them."

"Sounds good."

Five minutes pass as I listen to elevator music. Then, I am disconnected.

So I call again and go through the same conversation with a different agent. This time I am transferred to billing and given the direct phone line to customer service.

"Billing. May I have your account number."

I give them the account number and, it turns out, "It shows you have a $2 credit."

If you're keeping track, that means they owe me $1. Oh, and it's been an hour on the phone.

"Well, how can I resolve this issue?"

"I'll just reschedule the appointment and credit the dollar and we can get moving. What's your address?"

I give them my address as the train barrels through the Hudson Valley region.

"Sir, when you signed up online, it didn't alert you that we don't service that region?"

My phone loses service. I wait for it to regain two bars before calling the number given to me to reach customer service.

That number goes to a real estate agent in Oklahoma, not the television service provider.

I give up. I have a scheduled service installation for Friday. If someone shows, great. If not, I guess this company's competitor just got a new customer.

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