Wholesome Tech Support Helps Lady Who's Been Brushed Off For A Full Year

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Eric Lund
Oct 22, 2021 1:00 PM EDT

This person might be the only time we've ever heard of a TV/Internet provider ever going above and beyond for a customer, and it feels like a flower blooming in the desert. If only there were more people like this. For a more stand-offish episode with an internet company, here's the time an internet company refused to cancel service and a rural customer let them prove themselves wrong.

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  • 01
    Font - Posted by u/ASillyFace01 1 day ago O 2 2 e7 3 3 E 6 Lady waiting over a YEAR for TV box installation. I get the case. Medium So since April I've started working for a TV/Broadband/Phone company after being made redundant and work on the tech team. We work with anything from installations, troubleshooting and upgrading services. Basically if you have a problem with any of those, I help you sort it.
    via ASillyFace01
  • 02
    Font - So it was 8am and the first call of the day is a lady who is absolutely furious, at first it wasn't clear what the problem was but after reassuring her I wanted to help and that I'd look at the notes on her account and she can fill me in on what's been missed she calmed down a bit.
    via ASillyFace01
  • 03
    Font - A year ago this lady paid over £100 to get a new TV box installed, only it had never been installed. From the notes and what the lady was telling me, every time an engineer went out they had an excuse as to why they weren't able to install it that day; "Oh we don't have the right ladder" "We aren't trained for this kind of install" "We could try and access it from the other property, but we're not insured for that".
    via ASillyFace01
  • 04
    Font - Why this lady had been left hanging like this made no sense to me and I promised her I'd get to the bottom of it. She already HAD TV services with us, but the upgraded box install was the problem and she was also a carer for a family member so had enough stresses, so I told her "Don't worry about calling us, I will call you and text you updates."
    via ASillyFace01
  • 05
    Font - The next month was me giving her consistent updates, running around to managers and more experienced staff on install procedures to get the specific ladders and how to get the lady her money back because I couldn't re-submit an install without taking a payment. There was no override.
    via ASillyFace01
  • 06
    Font - Eventually I figured it out; I called a specialist team to let them know about the property and have it marked so they knew exactly what equipment they'd need ahead of time. My manager got in touch with higher ups who confirmed we could give her the money back, then I could agree the date. I called the customer and told her the situation, we put the wheels in motion and I triple checked the order had all the flags it had needed and updated her each week before the install to let her know
    via ASillyFace01
  • 07
    Font - The day after the install I called her to ask her if everything had gone okay; she was so grateful and said the new engineers we sent were so lovely and made her feel validated in all the problems she'd had. She thanked me for helping her and said "I wish I could meet you and give you a hug". I told her that I was glad to get her sorted and that knowing I'd helped fix things was more than enough for me. So whenever I have a bad day or a customer is yelling at me that I'm terrible at my jo
    via ASillyFace01

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wholesome wtf tech support internet TV nice service company
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