I don't understand why a company the size of Nashua Mobile is unable to keep account notes. I have explained my query to 3 separate agents and every one of them fumbles around for 15 minutes (no exaggeration; I checked the call time) trying to figure out what I am talking about. Why is it that one agent can find information that another can't? Furthermore why can't the first agent just write some notes so that everyone knows status of the query? My favourite part of the most recent call was when the agent decided that the original agent didn't even exist. "We don't have anyone by that name. Which department is he in? " Well I don't know Nashua Mobile, you offer me a contact centre number, I phone it, I get through to someone, I talk to them. It didn't occur to me to interrogate him about his department and role! Your assurances that my query is being resolved leave me completely cold. How do you plan to resolve my query when your agents can't even access common information? BTW, the query is painfully simple. I had a contract, I replaced it with a different contract, you continued to bill me for the old contract as well as the new. Cancel the old contract and refund me. Easy.
0 comments