Internet outage in my region since midday yesterday, saying that ‘typically it takes only few hours to repair’ (have even a screenshot from the UPC service status site). Called at 4pm to check what is going on. Customer Service reply was that indeed there it a sporadic outage in my area, but I have to wait as they ‘have raised the ticket and the technician will be picking it up tomorrow morning ’. WHAAAAT?
This morning, 20 hours without internet, calling again to check when the technician is coming. ’Somewhere this afternoon, we can’t speed it up’.
Hey, UPC, is this the level of service you aim for? Sending a technician after >24hours internet outage? What kind of sense of urgency and level of customer care you display here? Do you have no decent internal system to capture timely and prioritise appropriately such incidents? Or is it purely employee attitude issue who are not incentivized to resolve customer problems?