[olftboy]

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.

 

[pfiagra]

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.

maybe she previously worked at a troll farm?

 

[krkaufman]

Consider yourself lucky?

Wow, total and utter F*&^ up by TIVO Customer Service. They killed my Tivo.

 

[DVR_Dave]

Or ... Tivo Customer Service Ignorant/Liars/Lazy/Powerless?

 

[olftboy]

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.

 

[tommiet]

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.....

 

[CommunityMember]

Why didn't she just hang up if she didn't want to take my call?

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).

 

[kpeters59]

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]

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....

 

[krkaufman]

Bummer... I just double checked my credit card and they overcharged by $50 what was agreed to. Ridiculous....

Thanks for that note. I need to check my recent statements.