Time Warner Suckage
Ok, so I realize I might get a bit of crap for this. I have been dealing with issues from TW for a very long time. They have Automated Bill Pay and we have paperless billing. Sometimes, when things do not go through, we don't get notices. It has happened before and I went to check and realized I had to pay a bill. So I did. But, I wanted to know why we did not get a notice on our email account. I double checked to make sure that our email address was correct.
So this live chat ensued.......
Oh and before I post this chat, let me say this. I understand that people have bad days and sometimes mess up when typing things quickly in a live chat setting. I have done so. BUT, when you are at work, you represent the company you work under. Therefore, you should take time to make sure your spelling and grammar is correct. I am horrible at spelling and sometimes slack in the grammar department. But, when I am at work, I make sure to word things as professionally as I can.
Alejandra: Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Alejandra. Please allow me a moment while I access your account.
Mina_: Thanks and hello
Alejandra: I am sorry to tell you that I am unable to access your account through your name. May I please have the the account number, phone number, or the service address?
Mina_: It might be under my maiden name of Mina Morgan
Mina_: the phone number is 818-555-5555
Alejandra: Thank you.
Alejandra: I apologize for the inconvenience, but it is important that we take the utmost care when handling your account to protect your information.
Mina_: uh, were you able to pull up the information from my phone number? And what inconvenience?
Alejandra: I do apologize for the inconvenience, but you Phone number does not allow me to get into your account.
Alejandra: May I have your full service address?
Mina_: OK, then please tell me that than rather saying you apologize for the inconvenience but not tell me what you need. Sorry, I work in customer service of an online company and when you use copied script statments but to not say what you need, it just leaves me to have to guess at what you need. The address is 5555 Whatever Lane, CrazyTown, CA, USA. It is also listed under my husbands name Mr. Morgan as well as mine.
Alejandra: Mrs. Morgan, I have seen in your account the problem with your credit card, the system says It is Decline, I can not see the reason I can not get in that kind of information, in that case my advice is You call to your bank and make that question.
Mina_: I am not asking why it didn't go through.
Mina_: I am asking why I did not recieve an email about it when it declined
Mina_: I have requested paperless billing.
Mina_: So I would assume that when that is requested, if there is an issue with an account, would you not send me notification as such to my email address?
Alejandra: I do apologize for that inconvenience. I do not understand why nobody send you. Unfortunetelly I can not help you in this moment with that, but I can make a note in order to the agents send you the information you need.
Mina_: Ok, I apologize for what I am about to do. But, your grammar is atrocious. First of all, your response about I have seen in your account the problem with the credit card, the system says it is Decline etc. Is a run on sentence and it would not be seen, rather you could say you have noticed on the account. It sounds much better and makes it look like you know what you are talking about. Second, I do not understand why nobody send you. Unfortunatly, I can not help you in this moment with that, but I can make a note in the order to the agents send you the information you need. The correct way of saying that statment, other than spelling, which I am horrible at as well, but, in your chat system, you should have spell check and if so, use it. It makes you look more professional. Say I am so sorry Mrs. Morgan. I am unsure as to why no one sent you a notice in your email account. I am also unable to help you with that issue, but, if you would like, I can make a note on your account to our agents and have one of them contact you. That way, they will be able to help you with your issue.
Alejandra: I do apologize my mistake. Do you have any other questions that I can assist you with today?
Mina_: Are you even in the United States or are you an outsourced chat client from another country?
Mina_: It is not I do apologize my mistake. It would be I apologize for my mistake.
Alejandra: Mrs. Morga, Do you have any other questions that I can assist you with today?
Mina_: My name is Mrs. Morgan. You forgot the N. Yes, I have an important question. Where are you located? I would like to know where my money is going when I pay my bill to Time Warner. Is it going to some outsourced chat system with someone who doesn't speak English properly?
Alejandra: I can not tell you that information, is for security reasons.
Alejandra: Do you have any other questions that I can assist you with today?
Alejandra: Thank you for chatting with Time Warner Cable. It is our policy to not continue chats of this nature. This chat session is now ending. Feel free to contact us in the future with any questions or concerns regarding your Time Warner Cable services.
Mina_: It would be cannot. Not can not. I am just honestly dissappointed in my customer service. And not only that, dissapointed that with all the money Time Warner has as a company, they could not hire people who speak and write proper English. I understand that we all need jobs and need to make money. But, as a Customer Service Representive, I would hope you would have enough pride in your work to write things correctly. Instead of halfassing your work and making Time Warner look like an idiot.
Alejandra: Thank you for chatting with Time Warner Cable. It is our policy to not continue chats of this nature. This chat session is now ending. Feel free to contact us in the future with any questions or concerns regarding your Time Warner Cable services.
Alejandra: Analyst has closed chat and left the room
So I have a feeling I am going to get crap for this, but, oh well. I think that people need to put more pride in the job they do. And, if TW is outsourcing at least hire people who can write correct English and sentences.
edited to bold my responses for easier reading.
So this live chat ensued.......
Oh and before I post this chat, let me say this. I understand that people have bad days and sometimes mess up when typing things quickly in a live chat setting. I have done so. BUT, when you are at work, you represent the company you work under. Therefore, you should take time to make sure your spelling and grammar is correct. I am horrible at spelling and sometimes slack in the grammar department. But, when I am at work, I make sure to word things as professionally as I can.
Alejandra: Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Alejandra. Please allow me a moment while I access your account.
Mina_: Thanks and hello
Alejandra: I am sorry to tell you that I am unable to access your account through your name. May I please have the the account number, phone number, or the service address?
Mina_: It might be under my maiden name of Mina Morgan
Mina_: the phone number is 818-555-5555
Alejandra: Thank you.
Alejandra: I apologize for the inconvenience, but it is important that we take the utmost care when handling your account to protect your information.
Mina_: uh, were you able to pull up the information from my phone number? And what inconvenience?
Alejandra: I do apologize for the inconvenience, but you Phone number does not allow me to get into your account.
Alejandra: May I have your full service address?
Mina_: OK, then please tell me that than rather saying you apologize for the inconvenience but not tell me what you need. Sorry, I work in customer service of an online company and when you use copied script statments but to not say what you need, it just leaves me to have to guess at what you need. The address is 5555 Whatever Lane, CrazyTown, CA, USA. It is also listed under my husbands name Mr. Morgan as well as mine.
Alejandra: Mrs. Morgan, I have seen in your account the problem with your credit card, the system says It is Decline, I can not see the reason I can not get in that kind of information, in that case my advice is You call to your bank and make that question.
Mina_: I am not asking why it didn't go through.
Mina_: I am asking why I did not recieve an email about it when it declined
Mina_: I have requested paperless billing.
Mina_: So I would assume that when that is requested, if there is an issue with an account, would you not send me notification as such to my email address?
Alejandra: I do apologize for that inconvenience. I do not understand why nobody send you. Unfortunetelly I can not help you in this moment with that, but I can make a note in order to the agents send you the information you need.
Mina_: Ok, I apologize for what I am about to do. But, your grammar is atrocious. First of all, your response about I have seen in your account the problem with the credit card, the system says it is Decline etc. Is a run on sentence and it would not be seen, rather you could say you have noticed on the account. It sounds much better and makes it look like you know what you are talking about. Second, I do not understand why nobody send you. Unfortunatly, I can not help you in this moment with that, but I can make a note in the order to the agents send you the information you need. The correct way of saying that statment, other than spelling, which I am horrible at as well, but, in your chat system, you should have spell check and if so, use it. It makes you look more professional. Say I am so sorry Mrs. Morgan. I am unsure as to why no one sent you a notice in your email account. I am also unable to help you with that issue, but, if you would like, I can make a note on your account to our agents and have one of them contact you. That way, they will be able to help you with your issue.
Alejandra: I do apologize my mistake. Do you have any other questions that I can assist you with today?
Mina_: Are you even in the United States or are you an outsourced chat client from another country?
Mina_: It is not I do apologize my mistake. It would be I apologize for my mistake.
Alejandra: Mrs. Morga, Do you have any other questions that I can assist you with today?
Mina_: My name is Mrs. Morgan. You forgot the N. Yes, I have an important question. Where are you located? I would like to know where my money is going when I pay my bill to Time Warner. Is it going to some outsourced chat system with someone who doesn't speak English properly?
Alejandra: I can not tell you that information, is for security reasons.
Alejandra: Do you have any other questions that I can assist you with today?
Alejandra: Thank you for chatting with Time Warner Cable. It is our policy to not continue chats of this nature. This chat session is now ending. Feel free to contact us in the future with any questions or concerns regarding your Time Warner Cable services.
Mina_: It would be cannot. Not can not. I am just honestly dissappointed in my customer service. And not only that, dissapointed that with all the money Time Warner has as a company, they could not hire people who speak and write proper English. I understand that we all need jobs and need to make money. But, as a Customer Service Representive, I would hope you would have enough pride in your work to write things correctly. Instead of halfassing your work and making Time Warner look like an idiot.
Alejandra: Thank you for chatting with Time Warner Cable. It is our policy to not continue chats of this nature. This chat session is now ending. Feel free to contact us in the future with any questions or concerns regarding your Time Warner Cable services.
Alejandra: Analyst has closed chat and left the room
So I have a feeling I am going to get crap for this, but, oh well. I think that people need to put more pride in the job they do. And, if TW is outsourcing at least hire people who can write correct English and sentences.
edited to bold my responses for easier reading.