Wednesday, April 25, 2012

No remote? You must be kidding…

My pay TV provider’s customer service levels have gone from bad to worse. In addition to multiple incidents of breakdowns and delays in bringing the service back online, recently they had to gall to tell me to pay for a replacement of the remote control. Y’see the remote control is 5+ years old and died a natural death. I didn’t drop it on the floor nor did I hit my neighbor’s cat with it. Surely if the set-top box stopped functioning, they would have to replace it free of charge? So what is so special about the remote control? Isn’t that a part of the package?

I hear DialogTV’s customer service is pretty good. Perhaps I will seriously look at switching providers after this latest incident.

3 comments:

Isuru Sampath said...

I see customer service of different service providers going in cycles or good and bad. Most probably there are no set standards followed by the service providers. SL customer service levels reside on individual employees and their efforts rather than maintained, improved and thoroughly followed standards. Dialog was trying to do this sometime back, hope at least they were successful.

If you speak to a manager of the service provider, I'm sure you'll get a replacement remote FOC.

Bimal said...

Well, I did eventually managed to contact their head of customer service (I think he was avoiding me too). To my absolute amazement, I found his attitude towards the whole complaint was even worse than the helpdeask's.

Bimal said...

PS : I did eventually move out of LBN to DialogTV. So far, I have been getting extremely good customer service. Should have moved much earlier....