Originally Posted by
JohnTom
True story out of Ocho Rios branch:
Day 1
Potential Flow Customer: Can I get Internet setup in my home?
Flow Customer service: Sure, where do you live?
Potential Flow Customer: St. Ann's Bay.
Flow Customer Service: Okay [banging on keyboard keys], we have service there.
Potential flow Customer: What are the steps?
Flow Customer Service: Fill out an application to go through checks, submit a down payment for services, and we will get a tech out to install it for you. Here's the application.
Interested customer takes application home, fills it out, and return with the necessary fees.
Potential Flow Customer: Okay, here's the application, here is the money, is it still 15 days?
Flow Customer Service: Yes, you will be contacted within 15 days by a tech who will complete the installation.
On the 13th day, potential customer calls to ensure the installation is still on the books. It was.
15th day, nothing. 16th, 17th, 18th...., 30th day, nothing.
31 days after submitting the application, customer went back into office to check on status why he received no calls; neither from a tech, nor the office.
Potential Flow Customer: What's happened, how come mi nuh hear from unu?
Flow Customer Service: Let me check.... [more keyboard tapping] Oh, there weren't/aren't enough ports. The service cannot be installed.
Potential Flow Customer: But you said service could be installed when I first check with you.
Flow Customer Service: Yes sir, but there aren't enough ports; ports run out and when that happens, no service can be installed.
Potential Flow Customer: You specifically told me...
Flow Customer Service: Sir...
Potential Flow Customer: Okay, so now what?
Flow Customer Service: You can wait to see if a port comes open, or if we install more equipment.
Customer leaves. Customer returns 3 days later deciding that this setup is not worth it.
Potential flow customer: I'd like a refund
Flow Customer Service: Why?
Potential Flow Customer: There's no service, no port, false information provided by customer care, all the while in receipt of my money.
Flow Customer Service: Well, [insert some fiscal/financial year closing jibber jabber here] the corporate office will need to issue that refund. The refund will also come in the form of a check, no cash refund.
Potential Flow Customer: So there's no service to be had from the service I signed up for, there's no telling when there would be service, the recommendation is to just wait, and when I decide I don't want to wait, asking for a refund of my money, the statement is to wait until your fiscal year finish, because corporate will need to refund the money. And to add to that, I won't be getting back cash, the refund will come in the form of a check?
Flow Customer Service: A so it go.
The End.
Now tell me that's not some kind of sabotage or unscrupulous scheme?
There's a lot to be said here, but I'll leave it for your mind....
Further Follow-up: Out of curiosity for this "port" keyword, I checked with a tech I know that services my area.. apparently that section only has a 16 port patch panel.... 16 ports.. a commercial (National, with a manipulating share in the industry) company installing 16 ports at the Dmarc/MPOE (this term used to emphasize nothing is distinguished) point.... so only 16 people can be connected at a time? Hell I just bought a 48 port patch panel to use in my house... seriously!
I feel it for my brother who has diligently remained calm and civil throughout the ordeal.
And I read on a few forums: best customer service is in Jamaica... best tech service is in Jamaica; best broadband. I say to those folks commenting as such: until yuh caan compare JA to places like the Czech Republic, Ireland and Argentina wah full a bush but still get pure service on both ends, don't ....nuh say dat.