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Switching to a new service is never fun. Trying to figure out and navigate new systems can be challenging, especially when you are not properly introduced to the new service. After my last blog about a Satellite Provider, I had yet another questionable experience with the new TV Provider.

Upon making the switch I had initiated an online chat to inquire about services in my area. This was somewhat educational. I was instructed to begin the ordering process online and the representative assisted me with this process. Order completed service scheduled… good right? A few hours after my setup I realized that I was missing some of the programming that I had originally purchased, so I then initiated another chat to add the additional services to my channel lineup, 10 minutes after initiating the chat I was directed to another online order form. This order form was useless as it did not have the options to add the services. I was at that point very frustrated. The agent on the chat (after 15 minutes now) recommended I call customer support. Really? So my next move was to call customer support. Finally! After 30 minutes on chat and 12 on the phone my issue was resolved, all for an additional $3.99 / month.  So let me ask… by initially providing me with the correct steps, providing the agents with the correct documentation, and educating me on my new service could have saved the company ~ $33.60, wouldn’t this make sense? (Assumptions based upon a $.80/ minute charge) so essentially ½ of my first month was free.

Having knowledgeable agents is very important especially when dealing with customer care, technical support and sales. Why not allow all of your agents to do all of these tasks? There are programs that allow this type of information to be presented at the time of the call. When I dialed that number or initiated that chat the agent could have easily had access to whatever question I asked. Second question why not include this information in your welcome package? The costs are apparent the steps to add additional service are easy. Why not?