- Jul 13, 2005
- 33,986
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Let me tell you a bad experience I had with with outsourced customer support.
I have been paying for Comcast Rhapsody for over 4 years now!
I recently formatted my harddrive.
Loaded everything in order and then comcast Rhapsody!
I click on the Icon and I get a gray box say Rhapsody has generated an error and will be closing!
I went through the proper trouble shooting steps. That I found online at there site--not much help for my issue!!-- added after the fact
So I called tech support.
Hello my name is John(just insert any name) how may I help you?
May I have your e-mail so i can access your account information.
You are so and so at so and so and you have an unlimite membership?
What operating system are you using?-- this will be the key later....
Okay what is the problem?
Mind you he already had asked me how may I help you...
So I explain the problem and he tells me to go into my rhapsody folder and do this and that and rename this and right click on that etc etc.....
nothing works. Mind you it has already been 45 minutes(the language barrier is murder)
So exasperated I tell him I am hanging up and will call back later.
before i hand up he refers me to website that supposedly addresses my issue and also has the exact steps i had just finished doing!
This happens 5 more times! -- I know I am a glutton for punishment!
So now I have wasted several hours on this and am not a happy camper!
I have also asked to be connected to somebody who is in america...... I waited 20 more minutes to talk to her supervisor. I told him ypou don`t sound american. I wish to talk to somebody who lives is the United states.
he asks me what the problem is and I tell him and he says we can help you....
he started reading from the book verbatim the same thing all the other tech people did...lol
I hung up!!
So I call again this time a lady answers and the starts her pitch......may I have your e-mail?
To which i say no and don`t you dare hang up. I want to speak to your supervisor. Dos he speak better english than you do?
She connects me to her supervisor who again asks me for my e-mail for varification purposes.
I tell him I wish to speak to somebody who lives in American and speaks fluent english!
10 minuts later-- Hello my name is Mike how may i help you today!
5 minutes later this American has my Rhapsody up and running!
When I told him my story he said your anger is understandable and they should have been able to solve your issue for you!
Then he tells me they read from a book and as your telling them what is wrong they are not actually trying to help you so much as to catch a word that they can use to trouble shoot your issue....
For example....I have a gray box that says-- then the key phrase is "generated an error....."
So they frantically turn to a tab that says ERROR....
Anyways the solution was to download an older version that supported my OS.....
Still whats confusing is I told them what OS I was using several times!!
Peace!!
I have been paying for Comcast Rhapsody for over 4 years now!
I recently formatted my harddrive.
Loaded everything in order and then comcast Rhapsody!
I click on the Icon and I get a gray box say Rhapsody has generated an error and will be closing!
I went through the proper trouble shooting steps. That I found online at there site--not much help for my issue!!-- added after the fact
So I called tech support.
Hello my name is John(just insert any name) how may I help you?
May I have your e-mail so i can access your account information.
You are so and so at so and so and you have an unlimite membership?
What operating system are you using?-- this will be the key later....
Okay what is the problem?
Mind you he already had asked me how may I help you...
So I explain the problem and he tells me to go into my rhapsody folder and do this and that and rename this and right click on that etc etc.....
nothing works. Mind you it has already been 45 minutes(the language barrier is murder)
So exasperated I tell him I am hanging up and will call back later.
before i hand up he refers me to website that supposedly addresses my issue and also has the exact steps i had just finished doing!
This happens 5 more times! -- I know I am a glutton for punishment!
So now I have wasted several hours on this and am not a happy camper!
I have also asked to be connected to somebody who is in america...... I waited 20 more minutes to talk to her supervisor. I told him ypou don`t sound american. I wish to talk to somebody who lives is the United states.
he asks me what the problem is and I tell him and he says we can help you....
he started reading from the book verbatim the same thing all the other tech people did...lol
I hung up!!
So I call again this time a lady answers and the starts her pitch......may I have your e-mail?
To which i say no and don`t you dare hang up. I want to speak to your supervisor. Dos he speak better english than you do?
She connects me to her supervisor who again asks me for my e-mail for varification purposes.
I tell him I wish to speak to somebody who lives in American and speaks fluent english!
10 minuts later-- Hello my name is Mike how may i help you today!
5 minutes later this American has my Rhapsody up and running!
When I told him my story he said your anger is understandable and they should have been able to solve your issue for you!
Then he tells me they read from a book and as your telling them what is wrong they are not actually trying to help you so much as to catch a word that they can use to trouble shoot your issue....
For example....I have a gray box that says-- then the key phrase is "generated an error....."
So they frantically turn to a tab that says ERROR....
Anyways the solution was to download an older version that supported my OS.....
Still whats confusing is I told them what OS I was using several times!!
Peace!!
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