Yesterday tree trunks fell and yanked out the physical fibre optic cable connecting to my house. Called Maxis Home Fibre customer support (CS) to reinstall the cable and the conversation was EPIC: CS: Thank you for calling Maxis. This is xxxx speaking. How can I help you? Me: Hi xxxx. My Maxis home line is 03-7xxxxxxx, my username is xxxxxx and my name is Edmund John Pang. A tree trunk just collapsed infront of my house due to the thunderstorm, and it yanked out your fibre optic cable connecting to my house. May I request your engineer to fix it back? CS: May I have your account number? Me: I dont have it now. But cant you cross check with the home line and username I just gave you? CS: Yes I can. Hang on. CS: (few seconds later) What is your name? Me: I told you it is Edmund John Pang. CS: Mr Edmund, What is your problem again? Me: (Repeated what I just told her when I started the conversation) CS: Can you goto the router and let me know the status of the LED? Me: (Went to the router) All the LED are off, except Broadbandwhich is blinking at a consistent rate and the Ethernet which is solid on. CS: Can you read out the LED which are off? Me: (Impatient) I just told you the rest are all off. CS: Can you read out what those are? Me: (Read out to her) CS: Your Internet is off. Means you do not have internet connection. Me: I just told you that the tree yanked out the fibre optic cable. Of coz the internet connection is DOWN. CS: Can you now goto the modem and read out the LED status? Me: All the LEDs are OFF except LAN2. CS: Can you read out the LED which are off? Me: (Didnt want to argue so just read out). CS: Ok. Confirmed that theres no connection to the modem too. Me: Wow... you dont say. CS: Sir, I need to put you on hold for a while to do some checking. CS: (30 sec later), Sir, I just checked your connectivity from our end. Yes, I can see that you are not connected to us. Me: Ms XXXXX, I KNOW THAT BECAUSE THE FIBRE OPTIC CABLE IS NOT CONNECTED TO MY HOUSE ANYMORE. I AM HOLDING THE LOOSE END IN MY HAND NOW. CS: I will report this in the system and our engineers will contact you in 48hrs. Me: They will call and make appointment to fix the cable? CS: No, they will first need to check the settings in our server. If theres a need, then only they will come. Me: Ms XXXXX, I am telling you that the PHYSICAL cable has been disconnected from the house when the tree trunks collapsed. We need to fix that. It is not about your server settings. CS: Yes, I hear you. But the engineers will check. Your case number is xxxxxxxx. For future reference, please quote your case number. Is there anything else I can help you? Me: (SPEECHLESS while !%&!@$%(!$&%!*!!!) Conclusion: Some Customer Supports are just script reader but a listener.
Posted on: Mon, 11 Aug 2014 07:49:34 +0000
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