| rev:text
| - Well hmmmm. I'm not even a customer, but based on the experience I just had this morning with customer service, I am slightly appalled. I was calling to get pricing info, not quite ready to proceed yet. I'd already spoken with a few different companies. Personally, I feel that the way a company trains its salespeople and service representatives says a lot about how their customers will be treated, and one of the biggest red flags, in my opinion, is lack of professionalism.
I don't want to bash on the guy that I spoke with (located in the Ahwatukee branch) because he was very nice, as a person. But that having been said, it was one of the most frustrating conversations I've ever had. He was very chatty, so I had a hard time getting any straight answers from him...had to keep bringing the conversation back around to pricing, because he was talking an awful lot about things that meant nothing to me. And each answer he gave, I had to ask follow-up questions to get the additional pricing he was not volunteering. And then I had to total everything up myself and clarify, because he was downplaying all fees and/or not mentioning them at all. This, alone, was super frustrating and felt like an unnecessary waste of time. At the beginning of our conversation, I'd forewarned the rep that we weren't ready to proceed at this time, were just gathering info first, so in the middle of our conversation, he told me to be sure to take his number so that he would get credit for the sale when we ordered...which I do understand, but normally it's done somewhat tactfully and with a certain level of professionalism. It was just awkward because I already had no desire to have to speak with him again. I don't blame him for wanting the credit, but the way he went about it was just odd, you'll have to take my word on that. There are much smoother ways to handle that situation. (And how about do your best to make me *want* to come back and ask for your help when I'm ready..?)
But the real jaw-dropping moment came when the rep - in the middle of answering one of my questions - started shouting over to one of his co-workers about donuts in the kitchen, and whether they were ready to have breakfast, or something like that. He continued to converse with his co-workers, while keeping me hanging on the line, for at least a good 30 seconds or so. No hold button. No apology or "excuse me for one moment, please." Not even a hand over the telephone receiver. I just couldn't believe it. We are not friends. I am a potential customer. Why the casual familiarity already, as though my time is not important? I had assumed I was calling a professional business, but after that, I was so distracted and put off that it was all I could do to finish the phone call...
...yet...after hanging up, I found that I still needed clarification on a few things, so I decided to give it another try, hoping to maybe speak briefly with someone else (yes, I would still give the first guy credit if/when we decided to proceed, but I just couldn't bear the thought of having another conversation w/ him today). I called the AZ office directly (given to me by the sales rep, himself), was asked who I'd spoken with, so had to give a bit of an explanation with my request to speak with someone else who could briefly and succinctly give me a straightforward answer. The guy proceeded to inform me that my sales rep wouldn't get credit if we set up service w/ someone else...yes, I realize that, not trying to rob anyone of their commission, please just let me speak w/ someone who can answer my question. Met with silence. (Well, silence, save for the background noise of office goings-on and donut stampeding, etc.) Followed by the realization that I was being transferred back to their main customer service line (in Thailand, I believe I was told?) where I had begun from the start, and knew I would be transferred again to a local office who would be able to help me...which I had just called directly. It just didn't seem worth it. So I hung up.
Truly, I have not encountered this much difficulty getting basic pricing info and customer service from any other company I have contacted regarding dish, satellite, direct, or cable TV. Sorry for the lengthy review, and it probably doesn't fully explain why the frustration, but let me just summarize by saying I was not impressed by this company, in the least. Their technology might be great, but I shudder to think of the headaches if/when there are issues that need to be resolved. No thank you.
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