ISPs say their “excellent customer service” is why users don’t switch providers
ISPs tell FCC that mistreated users would switch to one of their many other options.
cross-posted from: https://lemmy.world/post/22488573
I've worked for multiple different ISPs as support while getting my degree, and there was only 1 good one. Main reason was that they said: "fuck metrics, just fix the problem".
Unicorns do exist
A few years ago a local, third competitor did an "edge build" in our area and dissatisfied with the other choices, we signed up immediately. A botched install by one of the other two led to a cable cut earlier this year. Our guys came out the same day and fixed us up. Physical guys had the new cable buried by the end of the week. They even brought a machine to bury the new waveguide at the regulation depth. Amazing how competition breeds customer satisfaction.
Also worked in multiple ISPs.
All have had people who care vs not. The smaller ones are where they can make the most end-customer impact and where c-sat metrics were generally higher.
In a race to the bottom, many use shovels. ISPs use excavators, explosive charges and drills water cooled with customer tears.
Sounds like something The Onion would write.
I have yet to encounter a US ISP that doesn't have laughably bad customer service.
The reason I don't switch is because there are no other options.
The fuck are they smoking? I'd really like to try it because there isn't a substance in known reality that would make that statement not sound hilariously, institutionalizably insane.
Verizon FiOS is, very surprisingly, decent. Of course when compared to Comcast, the bar is pretty low. And compared to other Verizon offerings, you'd think FiOS would be shitty but it is honestly very refreshing.
Anytime I've had to call for an issue, it was fixed within a reasonable amount of time. One time it was some sort of speed/connectivity issue and they figured it out at the neighborhood junction within a day and another was to bury my fiber and that was within a week.
Comcast charged me for a technician to come out each time. I had to fight that charge each time. Took MONTHS to get that fixed.
I also have only minors complaints with fios, mainly around incremental price increases until I call to tell them to knock it off. just dog piling =)
Where I live I have only one real option, the cable company, unless I want 10 mbps DSL or satellite with high ping and data limits.
Eir (crappy irish isp) got sued over their shite customer service. Now they have a twiter account you can dm for help.
Before I flee the country I'm going to find whoever is claiming they have excellent customer service and beat them so hard they fall into a coma.
Oh, please let me testify. Lmao.
I managed to get Comcast to pay me to use their services for over a year due to thei repeated negligence.
It was almost not worth the monthly support call.
well hold on now, they might have kind of a fucked up point if the metric for quality of customer service is strictly defined by customer retention.
most of the isp customer service I've dealt with explicitly tries to make it hard to cancel and swap services. if that has stopped enough people from switching then the goal is met. it may not be our definition of what good customer service is, but they didn't define that. strictly speaking, they're not technically wrong to say that some customers are still there because of their customer service.
not trying to defend them, just trying to guess what they might use to support their argument. it's disgusting and shitty either way.
I haven't had a single issue with my isp's in over 10 year.
I'd bet most agree. They have fixed up most the bullshit.
What were the prior issues you used to have trouble with that they fixed? What types of bullshit that they have fixed are you referring to? Have you had much experience with your ISPs customer service in those past 10 years?
