I really have to lower my expectations of customer service. - My broadband connection has been horrid for the past three days. Any site that I ping shows that I am losing packets. The loss is generally about fifty per cent and often at a hundred per cent. With that, the broadband is just so slow - and at times, non existent.

I called customer service to see when service would be restored or to see what was the problem. Unfortunately, after a long hold to speak to a real live human technical support person, he turned the service inquiry into a sales pitch. I am almost positive that people, who call and who need assistance, do not want to spend money on additional services, when the present product is malfunctioning.

It really is frustrating when the present issue is not addressed. Simply say that you do not know and that you have no idea what is happening. To turn the call into a sales pitch is just insulting - and a waste of the customer’s time. It may seem opportunistic but it is really a poor marketing strategy.

Catherine Forsythe

[tags]customer service, assistance, sales pitch, marketing, expectations[/tags]