Say What I Think

This weekend has been a little stressful. On Thursday we got our Internet disconnected because I had forgotten to pay for it and when I got the noticed I decided to wait a little longer until I got paid. Well they disconnected it before that happened. Our Internet was off for about 24 hours, and some how Multiband managed to do something to where they claimed they couldn’t turn it on through the company.  When I called in they charged me a 30 dollar reconnect fee. Okay I do not mind that so much, the operator told me the Internet would be back within 48 hours. I asked her if that included the weekend and was told yes it included weekends so by Sunday it would be back.
Okay No problem I can handle that and not fall behind in school. When I called my husband and let him know I dealt with Multiband and paid the bill and it would be back on within 48 hours. My husband asked me does that count weekends. I told him what I was said and said I would call Multiband back and make sure. So I called them. Was told by a second rep it would be turned on no later then Sunday. Because they needed the 48 hours and it was very possible it would be back on before the 24 hours.
On saturday we where able to go everywhere on Multiband site. So we got concerned that something was wrong. I called them and asked about it and was told that they wouldnt be out until Monday between 12pm and 4pm. I got angry at this and told her that was unacceptable because I was told one thing and that was not right to tell me one thing and have it off for 72 hours. Boy I was not happy. If that the way they wanted to treat their customer we where not happy. I was polite but angry it must be a hard sales career for call center people because they deal with us unhappy customers. I wouldn’t have been angry if they would have been honest with me.
Finally we had my husband call about it. I was to mad at this point. He ended up talking to 3 people and at this time we wanted a manager and were seriously thinking about leaving Mutliband. We were not happy at all. It is very rude to hang up on a caller when they are being polite. So when that happened 2 times to him, we told the next one we wanted a manager. Well we didn’t get a manager. The young man said he wanted to try to help. So we let him.

The young man did good. I do have to admit last night and this morning I wasn’t sure how good he done! We assumed after not hearing from him he forgot all about us and couldn’t do anything and instead of calling us to say so just lift it along. Well this morning he gave me a call and said that he had found the information needed and would be able to turn us back on right away. This made me very happy. I think he is what really made us decide to stay with Multiband, because he made us feel valued and listen to the fact I am a student and need to do homework. Now it would have been nice if he got to it sooner considering I behind in the math part of class seriously. He came back to day and did more work and then called us back. This shows very good customer service skills. Yes I am not doing homework because I been doing it since Internet came on a little before noon with only a 1 1/2 hour break.