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 Posted: Wed, 28th Jul 2010 17:39 Post subject: Fucking phone company |
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So yeah, about 3 weeks ago I ordered a mobile subscription for my new phone. It said that it would take 1-3 days on the website to get it and activate it. I got it in 2 days and 10 days later the SIM-card got activated.. During this time i stumbled upon another subscription from another company which seemed to fit me. I read through the contract and it said I got 14 days to regret the subscription. So I call the same day and talk to a girl and get it cancelled. she tells me i won't have to pay anything and that she'll reverse my subscription to a normal "fill-up" card.
So I wait 1.5 weeks until today and contact them on their live-chat to see what's going on, is it getting canceled or not? (note: i have two sim cards, a new one and an old one. When the new one stops working I know that the process has been fully reversed." It's obviously still not canceled and the guy in the chat checks my profile or whatever on their site and says that he gets a fucking error when he access my profile. He tells me to call them which I do.
I wait in line for 20-25 mins to talk to a guy for 30 seconds, he then redirects me to another person whom I need to take it up with. I wait in line for a long time again and talk to a girl who takes my info etc, she even asks me if I want to cancel the whole subscription ( it included internet as well) I say yes thinking that this is it only to find out that she has to send me to another person.... I wait in line for 20 mins again and decide to test if the next person even knows about my case.
Surprise surprise, the next person knows shit. I was about to burst out screaming like every other customer would but i held it in. She takes the same info like the last person did and says that she gets a fucking error like the live chat guy and she can't do squat. She goes off for 10 mins to talk to other people and see what she can do. Apparently the problem is that the error is not allowing them to change anything in my profile and if they do it just gets changed back automatic.
The girl ( third person) tells me that she can't do anything and that she gotta send me to some "error" department. I'm like okay, fine i'll take it up with them. I jump onto that queue to find out the ETA is 40 mins. when the ETA reaches 10-15 mins my fucking PHONE DIES.
This is where I am at the moment, i'm unable to fucking cancel my subscription because of a fucking ERROR IN THEIR FUCKING SYSTEM.
I'm wondering if you guys have any tips, what should I say when i call em back in about 30-40 mins, any good tricks to get shit done?. I might delay it until tomorrow since I don't want to spend my fucking evening talking to these people.
And yeah, the company is tele2.
So any fucking tips on dealing with this?
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| Posted: Wed, 28th Jul 2010 18:29 Post subject: |
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Go back in time and tell yourself not to take out the contract... Or wait in the queue for an hour to be told there is an error and there is nothing they can do.
Ryzen 5 5600, ASUS ROG STRIX B550-F GAMING WIFI II, Corsair Vengeance RGB RT 32GB 3600MHz C16, MSI RTX 5070 Ti Ventus 3X OC , Corsair RMx Series RM750x. AOC AGON AG324UX - 4K 144Hz 1ms
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| Posted: Wed, 28th Jul 2010 19:08 Post subject: |
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| Newty182 wrote: | | Go back in time and tell yourself not to take out the contract... Or wait in the queue for an hour to be told there is an error and there is nothing they can do. |
There has to be something I can do. Am I supposed to pay money for a fucking error in their system?
1h left until their phone service shuts down and the queue is about 30 mins, i'll just wake up early tomorrow and abuse them from morning to evening if necassery.
Any tips for tomorrow, how do you deal with these people? Do you have to play rough and abuse them?
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Saner
Posts: 6877
Location: Uk
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| Posted: Wed, 28th Jul 2010 19:30 Post subject: |
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Do you have anything like http://www.citizensadvice.org.uk/ in .se ?
Its a tough one for me to help with, I know what I would do in .uk , but I have no idea of the way contracts work over there.
| ragnarus wrote: |
I saw things like that in here and in other "woman problems" topics so...... Am I the only one that thinks some authorities needs to be alerted about Saner and him possibly being a rapist and/or kidnapper ? |
Saner is not being serious. Unless its the subject of Santa!
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| Posted: Wed, 28th Jul 2010 19:36 Post subject: |
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I would speak to a supervisor and ask them to sort the problem out and then ask they phone you back when it's sorted. make sure you get their word that they will give you a call back and ask when it will be. That's what I would do first.
Ryzen 5 5600, ASUS ROG STRIX B550-F GAMING WIFI II, Corsair Vengeance RGB RT 32GB 3600MHz C16, MSI RTX 5070 Ti Ventus 3X OC , Corsair RMx Series RM750x. AOC AGON AG324UX - 4K 144Hz 1ms
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| Posted: Wed, 28th Jul 2010 20:19 Post subject: |
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Last edited by Yondaime on Mon, 2nd Dec 2024 15:51; edited 1 time in total
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| Posted: Wed, 28th Jul 2010 20:36 Post subject: |
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| Yondaime wrote: | Razacka2, is it Tele2 you have?
I've worked in customer support for mobile phone subscriptions and I can't understand how they can't change it, I don't think we ever had that kind of a problem when I worked with that... You probably have some kind of rare bug going on, I'm surprised they didn't do a "felanmälan" on it instead of constantly sending you around (they take your info, fill in a form in their system, that form gets sent to a technical department specialized in whatever area you/they have the problem in and then they contact you when they solve it), especially considering the queue times... That'd be what I would've done.
But I don't know how other operators work.
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| Razacka2 wrote: | | Any tips for tomorrow, how do you deal with these people? Do you have to play rough and abuse them? |
While I can understand it must be really annoying (I'm getting irritated just reading about your problem), you should be polite/respectful but also demanding. Obviously call from a phone that won't shut off... In my experience as a customer service operator, whenever a customer calls in and shouts at me I loose all my interest in helping said customer, no matter the problem. But of course there are limits to how much one can take, but in my experience it never helps to shout (at least not at the one you're talking to).
Just be demanding/stern, demand that they solve it for you, if they can't, demand to talk to someone who can solve it for you/someone who knows who you need to talk to. |
Yeah, they sent me to the "felanmälan" queue but that's when my phone shut down. Well i'll try again tomorrow and explain what happened today and see what they say. I'll most likely get sent over to felanmälan again. But yeah this whole problem seems very rare and it's pissing me off really bad.
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| Posted: Thu, 29th Jul 2010 13:51 Post subject: |
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Amazing, took about 20 mins this time to get it done. 10 mins in queue, talked for a few mins with a guy that took all my info and talked to another worker then he came back and said he is gonna get the flagged thing off my subscription and reverse it to a fill up card.
I think you just have to get lucky with customer support.
Yondaime, which company did you work for before? I'm thinking of getting a halebop subscription because you get 3k sms per month for free to every network for about 59 sek per month. sounds really good but a bit fishy as well.
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| Posted: Fri, 30th Jul 2010 10:47 Post subject: |
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Last edited by Yondaime on Mon, 2nd Dec 2024 15:51; edited 1 time in total
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| Posted: Fri, 30th Jul 2010 21:19 Post subject: |
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Last edited by Yondaime on Mon, 2nd Dec 2024 15:51; edited 1 time in total
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| Posted: Sun, 1st Aug 2010 12:28 Post subject: |
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[quote="Yondaime"] | Razacka2 wrote: | | Cool, do you know if it is possible to like have the Tele2 internet package while having the halebop subscription? |
No, you can't mix those two (many people asked me this when I worked for Tele2, so it's definitely something customers want, but I doubt they'll ever implement this kind of cross-company stuff). I know halebop has some kind of surf package but I don't know what you get with it, I'd also look at 3.
But yeah, you can't have a sub with halebop and get a surf package from tele2 on that subscription, it has to be from the same company sadly. :/[/quote
I see, well how long does it usually take to deactivate a subscription? Do you have any experience from working at Tele2? The guy said he'd send me a new sim-card and that it would arrive within 1-2 weeks. Thing is that I got the subscription sim-card in my phone to check that the subscription gets canceled.
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| Posted: Sun, 1st Aug 2010 13:18 Post subject: |
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Last edited by Yondaime on Mon, 2nd Dec 2024 15:51; edited 1 time in total
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| Posted: Tue, 10th Aug 2010 12:28 Post subject: |
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| Yondaime wrote: | | Well, I mostly did prepaid (kontant) cards so I'm not fully sure about deactivating a subscription, but yes, 1-2 weeks sounds about right, that's what it usually takes to do most things. I assume you're converting from your subscription to a prepaid card, then yes, should take 1-2 weeks. Once you get your prepaid card it might not work as the cancellation of your subscription may not be done, but usually they time it so your sub is cancelled the day before you get your prepaid card (the new card). |
Okay, I haven't gotten the prepaid yet and it will be 2 weeks on thursday. What should I do if I don't get it in time, wait out week whole week then call on monday? Also the sub hasn't been deactivated either... Getting a bit worried, I seriously hope that guy didn't bullshit me behind the phone because i'd seriously kill someone.
What do you think?
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| Posted: Tue, 10th Aug 2010 17:05 Post subject: |
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Last edited by Yondaime on Mon, 2nd Dec 2024 15:51; edited 1 time in total
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| Posted: Tue, 10th Aug 2010 21:22 Post subject: |
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| Yondaime wrote: | | Razacka2 wrote: | | Yondaime wrote: | | Well, I mostly did prepaid (kontant) cards so I'm not fully sure about deactivating a subscription, but yes, 1-2 weeks sounds about right, that's what it usually takes to do most things. I assume you're converting from your subscription to a prepaid card, then yes, should take 1-2 weeks. Once you get your prepaid card it might not work as the cancellation of your subscription may not be done, but usually they time it so your sub is cancelled the day before you get your prepaid card (the new card). |
Okay, I haven't gotten the prepaid yet and it will be 2 weeks on thursday. What should I do if I don't get it in time, wait out week whole week then call on monday? Also the sub hasn't been deactivated either... Getting a bit worried, I seriously hope that guy didn't bullshit me behind the phone because i'd seriously kill someone.
What do you think? |
I think you should call them, as I said, I mostly did prepaids but I know that when one is converting from a prepaid to a post paid subscription, the people on customer service can see the exact date at which the prepaid card is canceled (and thus converted into a subscription). I'm almost 100% sure they can see the date when you're converting TO a prepaid too (I mostly did prepaid card support so I'm not 100% sure), as long as the conversion is started. That is, assuming they're doing a conversion and not just canceling your card while also giving you a prepaid card with a new number. If he said you'll keep your number then it's a conversion and you should be getting a new prepaid card.
As said, you might get it on the day it cancels, though it is customer service so who knows...
Either way, if you've got time to spend then I would call them and make sure it's been started at least. I know they have heavy waiting queues but yeah, better to be sure. |
I see, and how do I make sure that it has been started? obviously their word is for shit if I don't get a prepaid by the end of the week. This would be the second time they lie to me, should I ask to speak to their supervisor immidiately?
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| Posted: Wed, 11th Aug 2010 05:44 Post subject: |
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Last edited by Yondaime on Mon, 2nd Dec 2024 15:51; edited 1 time in total
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chiv
Posts: 27530
Location: Behind You...
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| Posted: Wed, 11th Aug 2010 12:11 Post subject: |
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not related to the same problem you had, but in regards to 'fluking' the right person on the phone.
i had a problem with my bank massively overcharging me tax on income... call them up to get it fixed 'oh, we cant do that... youll have to go down to a branch'
so fine, i go down to the branch with my details n bank statement n shit, show they the problem, guys all 'yeah i can fix this', makes a note and says cya later... i wait for my next statement.. STILL NOT FIXED *rage*
call them up again... get a really nice polite woman on the phone 'oh yeah, i can do that for you... ok ill just change it to the correct rate...'
so is this going into the system to get done later, or can you do it while we talk...
nope, im doing it right now. there, done. anything else i can help you with?
so i guess the solution is always to just hang up and try again... people who cant fix your problem because theyre too inept or too lazy, will just keep shuffling you around, and its a fucking pain... but theres usually atleast one person who knows what theyre doing.
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| Posted: Wed, 11th Aug 2010 15:59 Post subject: |
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Last edited by Yondaime on Mon, 2nd Dec 2024 15:51; edited 1 time in total
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| Posted: Wed, 11th Aug 2010 17:06 Post subject: |
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Well, called up and it seems like it's getting a bit delayed, it's gonna be deactivated on the 16th of august and the prepaid card is slowly coming towards me. Guess they really suck at giving estimates as well, 1-2 weeks my ass.
Eitherway im happy it's done.
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| Posted: Wed, 11th Aug 2010 17:21 Post subject: |
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Last edited by Yondaime on Mon, 2nd Dec 2024 15:51; edited 1 time in total
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| Posted: Wed, 11th Aug 2010 18:20 Post subject: |
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Razacka2
Good for you for staying calm. I really feel for tech support having to deal with shitty angry customers all day, with most of the customers unable to follow simple instructions. I worked for MCI for a bit and the training was crap, and most of the support just bounced customers around to get rid of them so their call time looked good.
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| Posted: Wed, 11th Aug 2010 18:28 Post subject: |
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Last edited by Yondaime on Mon, 2nd Dec 2024 15:51; edited 1 time in total
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| Posted: Thu, 12th Aug 2010 05:53 Post subject: |
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All times are GMT + 1 Hour |
But I live in Malmo and I think their support centre is in Stockholm.. but since you've worked at telephone support, do you know if companies usually take in applicants specifically for the summer?
