Karib cable now Flow has been my cable service provider for the past 9 yrs. The customer service over the years has diminished, making me wonder what the aim is for that company, is it just to make money? Are the workers displeased with their jobs so much so that it reflects to the customers? Do they at least host once a month staff meeting to be reminded of the company’s objectives? Nevertheless, this company seeks to fill a necessity with some form of comfort by providing goods and services to the public.
Flow has now upgraded their cable services to what they would call digital, this has proven to be a failure. I speak for myself but I’m sure for others who share the same mutual feelings and who have by now experienced their new packages that the cable before wasn’t the best but we the customers were contented. My personal experience with this flow digital cable that I have only had for a mere 3-4 months, is that on a good day I would have the challenge of just being unable to get the television on using Flow’s remote and when I finally did everything would be in the colour green or the sound would not even play. Displeased and frustrated I made several complaints till I was even accused by a customer service representative of not doing something right, promises were made to have the technicians find a solution to this newly found problem but to date no one ever came. Frustrated and annoyed to be paying a monthly bill for the poorest service ever I decided to have it disconnected. I returned the cable box, presented my identification and even signed the disconnection form, I also requested that the technicians remove the box that’s attached to the house which is yet to be moved.
Relieved to have Flow a thing of the past, one month later I received an e-bill for $200, confused and “confused” I decided to visit the office in St. John’s. Upon entering the door I proceeded straight to customer service where I was told to wait, so I waited, me standing for seconds turned to minutes then an half hour, I watched as the CSR lazily and unconcerned about the three (3) customers waiting I included, passed up and down completely ignoring us. When trying to get someone’s attention for a simple question I got not even a simple answer. The security as a spokesperson for us the waiting customers decided to ask the CSR if she was ready when she in turned replied with an attitude “no” and stomped off. I watched as the other lines moved and persons were in and out the door while I still stood waiting in what seemed like “in vain”, I grew impatient and left with my unresolved matter.
As an ex Customer Service Representative I believe in the term “fake it till you make it” an employee may not be fond of their job, but I would like to think it’s their daily bread, that employee may be having a bad day or whatever the case, it should not reflect in one’s attitude towards customers. In my mind, I thought private firms were more work ethical, and these types of unethical behaviours were only seen at a government office. In my opinion and from observation with the Flow company the communication between staff members is broken and needs to be more fluent, information needs to be clear and factual and customer service needs to be improved, training sessions should also be introduced. This, in turn, should create better working relationships and better customer service which would possibly attract more customers.