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| - This company has been making a big push into our neighborhood in Scottsdale--they've been refurbishing the ancient boxes Cox abandoned when it upgraded services here several years ago. But if my experience today is representative of "communicating" with the company, I won't be changing over from Cox anytime soon.
There is an alley that must be used to access the parking for the cul-de-sac residents. Coming home from the store, the Century Link service vehicle has completely blocked access to the parking, at a time when many residents are coming home from work and/or school. I have groceries, including ice cream on an 80+degree afternoon and cannot get the attention of the driver--where-ever he is--taking a nap, I suppose.
I do the short courtesy beeping of my horn and wait--nothing. I try a combination of different honking, get out of the car and check the truck and immediate area--still nothing. Finally, after honking again, a neighbor comes out to help look for the driver--front (cul-de-sac, where there is on-street parking), and general area of the truck and alley. STILL NOTHING! After 10 minutes being stuck there, the driver meanders down the alley from the street and casually heads for his truck. I am polite, but point out that people need to access their parking, and he cannot just leave his truck blocking the way and walk off (he wasn't carrying any kind of tool kit either, by the way).
Had he at that point apologized and offered any kind of explanation, I would have just dropped it. But not a word or even the slightest look on his face that would indicate he cared one bit. So, as he got in the truck to move it, I wrote down the vehicle number and license plate number, to call the service department and ask a supervisor to address the issue.
The telephone customer service people just aren't trained in how to handle when asked to be connected with someone who supervises their service drivers. I even told them I had a truck number and the license number of the truck, so it should not have been rocket science to understand I did not want their insurance department; I did not want their accident report line; I did not want to buy services.In fact, the sixth person I was transferred to actually said it was against company rules to give the Service Department telephone number out to someone who wanted to speak with a driver supervisor.
I can surmise, if I were a customer with a problem, I wouldn't do much better trying to get help. It's like they put their name on a truck and then make sure anyone who encounters the vehicle or the driver remembers the company name for ALL the WRONG reasons!
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