Customer Service Shenanigans

Discussion in 'TiVo Coffee House - TiVo Discussion' started by olftboy, Aug 28, 2020.

  1. olftboy

    olftboy New Member

    3
    1
    Apr 22, 2019

    Advertisements

    Just got off a call with Customer service and it was bizarre. After asking me to wait while she looked up my account she started pushing phone buttons. Playing random tunes, holding down just one button, tapping single buttons over and over. I could hear people in the background talking on other calls just fine. She then started blowing in the microphone to simulate static. I could hear her inhale before each "static" event. I was semi bored so I waited... about 10 minutes of this randomness. She started talking clearly on the phone and said she needed to call me back due to static on the line. I told her that happens when you push buttons and blow in the phone and that I had also been recording the phone call (I hadn't) and would prefer to speak to a supervisor. The line went silent for about 5 minutes and she came back on crystal clear and said she had repaired the connection and would be able to help me. (whether my problem will be fixed is a whole other question)

    So... just wondering what could possibly have been going on? Why didn't she just hang up if she didn't want to take my call? Do they really record these calls and would they be able to hear how I was treated if I did get a hold of a supervisor? Anywho, just wanted to recount this story... don't really need answers. o_O
     
    krkaufman likes this.
  2. pfiagra

    pfiagra Well-Known Member

    856
    285
    Oct 13, 2014
    maybe she previously worked at a troll farm? ;)
     
    olftboy likes this.
  3. krkaufman

    krkaufman TDL shepherd

    15,650
    2,855
    Nov 25, 2003
  4. DVR_Dave

    DVR_Dave Well-Known Member

    2,439
    1,422
    Apr 19, 2017
  5. olftboy

    olftboy New Member

    3
    1
    Apr 22, 2019

    Advertisements

    Yep... I'm not holding my breath that my replacement will ship. It was suppose to ship on April 4th, but life happened and tivo worries dropped to the bottom of my list. I'm off work so I decided to try again today and the post above was my experience. Maybe I should stop tempting fate and risk getting my account deleted or loss of my lifetime service. :eek:
     
  6. tommiet

    tommiet Active Member

    425
    231
    Oct 28, 2005
    TiVo probably loves the India call centers. Google shows the average pay for a call center in India is about 15 INR. So about $200 a month in US dollars. About 80 cents an hour.

    You get what you pay for.

    Bet they have an opening now.....
     
    olftboy likes this.
  7. CommunityMember

    CommunityMember Member

    73
    32
    May 22, 2020
    That part is easy. If she hung up, she would be in the "next available representative" list, and the next call would be routed to her, and she would need to deal with someone else all over again. One customer that has a bad interaction and a complaint can be written off as an aberration, but if it is repeated again and again eyebrows will be raised (perhaps even in call centers that do not hire and retain only the best).
     
    olftboy likes this.
  8. kpeters59

    kpeters59 Well-Known Member

    2,926
    603
    Jun 19, 2007
    Houston, Texas
    Some CSR setups literally don't have a hang-up button.

    Which is why sometimes after a call when I forget to hang up I hear them in the background telling me to hang up.

    -KP
     
    olftboy likes this.
  9. Sep 5, 2020 #9 of 10
    olftboy

    olftboy New Member

    3
    1
    Apr 22, 2019
    Regardless of the initial experience, the rep actually came through and I received my new mini in the mail. I wouldn't have bet on it, but giving credit where credit is due.

    Bummer... I just double checked my credit card and they overcharged by $50 what was agreed to. Ridiculous....
     
    Last edited: Sep 5, 2020
  10. krkaufman

    krkaufman TDL shepherd

    15,650
    2,855
    Nov 25, 2003
    Thanks for that note. I need to check my recent statements.
     

Share This Page

spam firewall

Advertisements