PREFACE:
As God is my witness, this is an actual submission to the CWJ "contact us" form this morning via their website. I submitted it personally, and since I know they don't read their emails or at least respond to them, I thought I'd share here. If I get a reply (or get struck by lightning), I'll be sure to post that too, because, who knows, maybe I'm being a bit "harsh" on them. My intention by the way was to just write them a few paragraphs, but ... just read, you'll see exactly what transpired.
Just a few key observations:
1. Calling 1-888-225-5295 option 3, option 3, results in the calls being abruptly terminated. There is a brief dial tone, then a busy signal. See next point...
2. Calling 115 and selecting the option for 'all other data related issues' is a waste of time, because they don't have a clue about my current problem at hand - limited adsl connectivity. I might add, that the fellow i spoke to was quick to then point out, in the typical cable and wireless monopoly created cockiness, that the adsl/internet support desk is closed until 9am. As if, of course, with everything cable and wireless - I should have known this, and if I didn't know this... tough!
I asked further, out of my own curiosity, what time the support desk closed - i was told 9pm and it reopened 9am. He had no idea of any adsl related issues.
If I may make a few suggestions:
A. Get your act together and stop being such a tyrant. Right now, my business is unable to connect to our own websites because of your current problems, and a critical deadline is being compromised.
B. If you have a LIMITED adsl support team, then you should indicate this on your long winded recording - "our customer service centre is open between 9am and 9pm" rather than simply kicking the phone call when the user eventually gets to the desired option. That is the most frustrating thing!!
B. It is now 9.05. I called promptly at 9am, and I'm on hold now listening to Phil Collins 'take me home'.... A similar call to your 'help desk' last week had me on hold for 55mins!
9:10 --- "all our agents are still busy, please continue to hold"....silence (am I disconnected now I wonder)....still silence, what happened to Phil Collins?
Oh he's back singing "Oh but to wait for you is all I can do, it's a chance I've got to take... "
Still waiting....
Lionel Richie - Ballerina Girl
"All our agents are still busy, please continue to hold.
Really CWJ thinks that I have clearly, nothing to do with my time... that must be it.
I still am unable to get to many various websites, a tracert fails at hop #5, and we are unable to send/receive any email (business virtually locked down)
Oh I must add that it was at about this time here that our customers started calling us to say that it was our fault that they could not get to their sites, which we host. We love our clients, and told them that this is not the case, and explained the CWJ situation to them as best we could... frustration however was quite evident, and, if only for a while until we were able to clarify this - CWJ made US look bad when we had NOTHING to do with their poor customer service and support.... I digress...
More Lionel Richie....new song "HELLO....IS IT MEE YOUR LOOKING FOR"....
9:20am
Ahhh Phil Collins is back!
"You have no riiight, to ask me how i feel..... you have no riiight to speak to me so kind. I cant go on, just holding on to time... now that we're living separate lives... " CLASSIC!
Separate lives is what CWJ and it's customers are going to be living soon if this foolishness keeps up, and guess who's still here waiting... 'holding on to time'....
9:25
I hate this song... "Wee are the world... we are the children... "
My neck hurts from holding this phone for so long, but I need to speak to a representative (the ONE that must be dealing with the calls about now). I'll be nice though, not their fault your service delivery sucks.
9:30 "Sail on down the line, bouta, half a mile or so..." More Lionel Richie. I cannot believe that I really PAY for this.
You know what's going to happen... this message, long as it is, is going to end up going to /dev/nul (look it up!) I would bet money.
9:35... still waiting... no music...
By the way, here is/was my tracert result, as I'm using a cordless phone that's beeping now and it just may go dead before I speak to your lone ranger:
1 1 ms 1 ms 1 ms 192.168.1.1
2 2 ms 2 ms 1 ms SpeedTouch.lan [10.0.0.138]
3 12 ms * 13 ms bsn1-loopback.cwjamaica.com [208.138.43.80]
4 12 ms 14 ms 11 ms 200.10.152.249
5 13 ms 12 ms 13 ms as1-fe6-1-0.cwjamaica.net [200.10.152.196]
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
... it continues on just like that.
9:40 - you guys are doing GREAT! I'm sitting here listening only to the irritating beeping of my phone (no music, nothing in the phone, other that the repeated, "please continue to hold message".....)
Does no music mean that someone may actually be getting to this call soon... one of those codes that customers like myself should just "know" - like your zero support between 9pm and 9am for ADSL...
The hour is rapidly approaching... well done!!
If this message doesn't get passed directly to /dev/null, how about passing it up to /ceo/inbox/flagged urgent ?
What?! Music again... who's this?? "Jesus is love... he won't let you down... I knoooow Jesus forever, in my heart....". Sounds like Lionel, but never heard this one before. Can't imagine how his daughter turned out like that... sad really..
9:45 : PATHETIC CAN I TELL YOU!! PATHETIC!!! I AM STILL WAITING AND LISTENING AND STILL CANNOT WORK!!!! "All our agents are still busy, please continue to hold" ... silence again.
9:50 : Switched phones, no music, silence continues, neck hurts badly.
10:00 am : listening to Sade.... wait, it's ringing... one ring then it stopped. I can very vaguely hear conversation in the background, too low for me to hear what's being said.
10:03 am: I was just cut off!!!! CUT OFF AFTER AN HOUR OF WAITING!! BASTARDS!!!!
Right now, let me state clearly, I don't care what Flow is going to be flowing with... I'm sure that they don't have the RAW SEWERAGE you have as customer service, and even if it does, I'd rather try a new stench.
PS. Just to give you guys the benefit of the doubt, I called back 1-888-225-5295 - it was BUSY.
Goodbye CWJ, GOODBYE!