Phone Company

I had a phone company problem for seven months that I only just this week resolved. It wasn’t a complicated problem. Every person I spoke with at the company knew the fix, and they all assured me it was just about to be fixed. But month-after-month the issue persisted. I called the store so frequently that I was on a first name basis with every staff person there. I went through two store managers during this time. They both said all the right things on the phone. I started keeping notes of our conversations:

“I’m going to get that fixed for you.”

“Yeah, just give me a couple of days to resolve the issue.”

“I’m sorry this has taken so long. I’m going to take care of it.”

What finally solved the problem? I went to the store in person. I walked in on a Friday afternoon and introduced myself politely. Of course, the manager knew who I was right away. I didn’t even need to explain why I was there. He disappeared into the back to “check some emails” about the matter and returned two minutes later to report that it was fixed.

This is a company whose business is the most advanced communications technology the world has ever seen, and yet getting things done with them requires face-to-face, in person interaction.

That technology will always be useful.


2 thoughts on “Phone Company

  1. My initial reaction to your tale is that you are way too kind in your interpretation of what actually played out. In dealing with main phone stores and pop up phone franchises, we have developed an awareness and keen sensors for phone store staff who have a particularly refined level of BS communication. I don’t deal with them. It’s unacceptable behavior but it is everywhere. : (

    1. It was getting clear what they were pulling. It was actually one of their national customer service reps who told me that an in person intervention was going to be required. They know how their own stores work, I guess

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