From a Customer Survey I just filled out (my official ratings are in parentheses).
How would you rate your overall satisfaction with Road Runner technical support? (Very Dissatisfied)
I am very dissatisfied that I spent, what was it 30? 40? minutes on the phone with a tech support person yesterday evening, checking and rechecking my modem, unplugging and replugging in cords (that were not easy to get to, mind you), while I had two children screaming in the background. Why did this upset me? Do I not understand that my screaming children are not the fault of the tech support person or Roadrunner? Why yes, I do. But when I called initially, based on my address and phone number, which your automated system seemed to readily identify and confirm, I was told there were no service outages in my area. I was then patched through to said national tech support person who attempted to diagnose my problem. The bigger problem, though, is there was no problem with my modem. When tech support person #1 concluded that he could not resolve the issue, he patched me through to a local tech support person #2 who told me immediately that there was a service outage in my area that had been reported much much earlier in the day. I apologize that I was not very understanding with tech support #2 but perhaps you can put yourself in my shoes. Do you have children? Are they or have they been under 3? I have two of these at the moment. Do you know how it tries one’s patience to be on the phone unnecessarily when children need to be fed/coddled/soothed/put to bed? If you do, then you can understand my annoyance. You can probably even understand my further annoyance when tech support #2 blithely asked me if he could help me with anything else. Believe me, I had a long list of things I would have liked for him to help me with which included bathing and pajama-ing said screaming children. It was tempting to insist he come help me since I had already been informed that he was local.
If yesterday’s outage had been reported very recently, I might have understood the discrepancy of the two tech supports’ information last evening. But it had been out all day. All. Day. So, really, it seems someone could have accessed this information earlier and conveyed it to me. It seems that your local and national systems, as well as your automated outage detector could use some better syncing. I don’t really mind that it was out. I had a nice conversation with my husband last night when we would have been checking email or watching Friday Night Lights on hulu. I know that these things happen. But please, for the love of god, don’t make things worse. Just find a better way to tell me the service is out. And once you’ve made my evening that much more difficult via your “assistance”, please don’t offer to assist me some more.
Thank you.
From your perspective, is your problem or issue resolved now? (Don’t Know/Too Soon to Tell)
Well, the outage appears to be fixed. I assume that it was fixed at some point while I was asleep. That might have been between 11:30 and 1, when I got my first leg of sleep. I did not check the internet when I was awakened by a screaming toddler. It may have been resolved during my next leg of sleep, from about 2-6. I know that by the time the baby puked on my around 6:30am, we had email access again.
Based on my information given previously, there appears to be an underlying customer service issue that likely remains unresolved. For that one, I’m going with “Too Soon to Tell”.
What was the main reason that your issue was not resolved?
I think at this point, you likely understand the issue between me and your customer service. I don’t think we need to hash out all the details of our relationship issues. Really, at some point, we just have to move on, agreeing to try harder.
How satisified were you that the technical support agent was courteous and professional?
Can I point out that you have satisfied misspelled in the above? Thank you.
Also? None of the answers above fit what I feel the need to say. I chose satisfied b/c my dissatisfaction was not necessarily related to the agents involved.
Tech support agent #1, Andrew, was courteous. He did not, though, engage me in idle chitchat even while hearing screaming children in the background. It had not occurred to me until last night how much that really does help diffuse the stress of some phone calls. Typically, I’d be the person to say that I can’t stand idle chit chat and just want to get down to business and fix the problem. Perhaps I am not that person after all. I can only assume that Andrew does not have children, or perhaps is a bit frightened of the noise they make. I can understand that. Please don’t take my dissatisfaction out on Andrew. He was professional. It was not his fault, I assume, that Roadrunner’s system failed him by not alerting him that there was an outage in my area.
Tech support #2 (Dylan? Nolan? Something like that) caught the brunt of my annoyance so, sadly, I can’t really speak to his level of courteousness or professionalism. I would advise all tech support staff to be trained on what to do when mothers of young children lose their sh*t. A bit. I only lost it a bit. I have a right to complain and since I didn’t know this form was on its way to me, I complained to Dylan/Nolan/Arlo/I-was-too
Based on your experience with Road Runner technical support, how confident are you that we will be able to resolve any issues you may encounter in the future? (Not at all confident)
Sadly, this is true. I will forever be a bit distrustful when you tell me there are no service outages in my area. I may forgive, but I will likely not forget.
I then had to rate how much I valued price, speed, reliability and technical support (all pretty high). I ended with a simple: "I have nothing more to say" in the Comments box.
I think I am feeling better about the whole experience now.
How would you rate your overall satisfaction with Road Runner technical support? (Very Dissatisfied)
I am very dissatisfied that I spent, what was it 30? 40? minutes on the phone with a tech support person yesterday evening, checking and rechecking my modem, unplugging and replugging in cords (that were not easy to get to, mind you), while I had two children screaming in the background. Why did this upset me? Do I not understand that my screaming children are not the fault of the tech support person or Roadrunner? Why yes, I do. But when I called initially, based on my address and phone number, which your automated system seemed to readily identify and confirm, I was told there were no service outages in my area. I was then patched through to said national tech support person who attempted to diagnose my problem. The bigger problem, though, is there was no problem with my modem. When tech support person #1 concluded that he could not resolve the issue, he patched me through to a local tech support person #2 who told me immediately that there was a service outage in my area that had been reported much much earlier in the day. I apologize that I was not very understanding with tech support #2 but perhaps you can put yourself in my shoes. Do you have children? Are they or have they been under 3? I have two of these at the moment. Do you know how it tries one’s patience to be on the phone unnecessarily when children need to be fed/coddled/soothed/put to bed? If you do, then you can understand my annoyance. You can probably even understand my further annoyance when tech support #2 blithely asked me if he could help me with anything else. Believe me, I had a long list of things I would have liked for him to help me with which included bathing and pajama-ing said screaming children. It was tempting to insist he come help me since I had already been informed that he was local.
If yesterday’s outage had been reported very recently, I might have understood the discrepancy of the two tech supports’ information last evening. But it had been out all day. All. Day. So, really, it seems someone could have accessed this information earlier and conveyed it to me. It seems that your local and national systems, as well as your automated outage detector could use some better syncing. I don’t really mind that it was out. I had a nice conversation with my husband last night when we would have been checking email or watching Friday Night Lights on hulu. I know that these things happen. But please, for the love of god, don’t make things worse. Just find a better way to tell me the service is out. And once you’ve made my evening that much more difficult via your “assistance”, please don’t offer to assist me some more.
Thank you.
From your perspective, is your problem or issue resolved now? (Don’t Know/Too Soon to Tell)
Well, the outage appears to be fixed. I assume that it was fixed at some point while I was asleep. That might have been between 11:30 and 1, when I got my first leg of sleep. I did not check the internet when I was awakened by a screaming toddler. It may have been resolved during my next leg of sleep, from about 2-6. I know that by the time the baby puked on my around 6:30am, we had email access again.
Based on my information given previously, there appears to be an underlying customer service issue that likely remains unresolved. For that one, I’m going with “Too Soon to Tell”.
What was the main reason that your issue was not resolved?
I think at this point, you likely understand the issue between me and your customer service. I don’t think we need to hash out all the details of our relationship issues. Really, at some point, we just have to move on, agreeing to try harder.
How satisified were you that the technical support agent was courteous and professional?
Can I point out that you have satisfied misspelled in the above? Thank you.
Also? None of the answers above fit what I feel the need to say. I chose satisfied b/c my dissatisfaction was not necessarily related to the agents involved.
Tech support agent #1, Andrew, was courteous. He did not, though, engage me in idle chitchat even while hearing screaming children in the background. It had not occurred to me until last night how much that really does help diffuse the stress of some phone calls. Typically, I’d be the person to say that I can’t stand idle chit chat and just want to get down to business and fix the problem. Perhaps I am not that person after all. I can only assume that Andrew does not have children, or perhaps is a bit frightened of the noise they make. I can understand that. Please don’t take my dissatisfaction out on Andrew. He was professional. It was not his fault, I assume, that Roadrunner’s system failed him by not alerting him that there was an outage in my area.
Tech support #2 (Dylan? Nolan? Something like that) caught the brunt of my annoyance so, sadly, I can’t really speak to his level of courteousness or professionalism. I would advise all tech support staff to be trained on what to do when mothers of young children lose their sh*t. A bit. I only lost it a bit. I have a right to complain and since I didn’t know this form was on its way to me, I complained to Dylan/Nolan/Arlo/I-was-too
Based on your experience with Road Runner technical support, how confident are you that we will be able to resolve any issues you may encounter in the future? (Not at all confident)
Sadly, this is true. I will forever be a bit distrustful when you tell me there are no service outages in my area. I may forgive, but I will likely not forget.
I then had to rate how much I valued price, speed, reliability and technical support (all pretty high). I ended with a simple: "I have nothing more to say" in the Comments box.
I think I am feeling better about the whole experience now.
