Chatlog with Aliant

[anigo]

('GinaP') has joined the session
Thank you for contacting Aliant. All of our customer service representatives are currently serving other customers. Your 'chat' will be answered by the first available representative. We appreciate your patience.
('Aliant') has joined the session
GinaP: Hi there. Can you tell me if I'm currently hooked up to your ultra high speed service?
Aliant: I can verify. May I have your phone number including area code, and your full name to verify your account information?
GinaP: 902-XXX XXXX - Gina P
Aliant: Please wait a moment while i bring up your account.
GinaP: sure
Aliant: You are now subscribed to Ultra High Speed. Did you notice a difference in speed?
GinaP: Not at all. I've just run a speed test and I'm only getting a little over 884kbps.
GinaP: On the download. The upload is even worse barely 400
Aliant: Please wait a moment while i transfer you to the Trouble Resolution Team so that they may troubleshoot.
GinaP: thanks
Party ('Aliant') has left the session
('Dennis') has joined the session
GinaP: hullo Dennis
Dennis: hi i will test the speed up to the modem ... one moment please
GinaP: k
Dennis: no the speed has not been increased, I will submit a request to do so now
GinaP: Can you possibly also submit something to credit my account for the ultra high speed I should have had for the past month and a half?
Dennis: there is a ticket to do it Saturday already
Dennis: I will transfer you to the sales chat again
Party ('Dennis') has left the session
GinaP: ok, thanks
('Aliant') has joined the session
Aliant: Hello. How may i help you?
GinaP: I have had a fairly frustrating time this past week. About a month and a half I had a telemarketer sign me up for ultra highspeed
GinaP: and nothing ever really happened except that my invoice increased.
GinaP: On saturday my internet went down altogether and somebody told me they'd be out today to fix it.
GinaP: So I took the day off, but apparently they "fixed" it there, and didn't tell me.
GinaP: However... (bare with me while I rant for a few more minutes)
Aliant: Please take your time.
GinaP: however.. it wasn't fixed here. Apparently I needed software, since I'd subscribed a long long time ago.
GinaP: So... instead of waiting until next week before I could be reconnected - when the software would come in the mail - I drove to town and picked a copy up at the Aliant store.
GinaP: (Oh, by the way, you've got Futureshop listed as a representative for this kind of stuff... you might want to re-think that, they don't speak very highly of you)
GinaP: AAAAAAAAANyway... I picked up the software but now my networking doesn't work (and it used to before, but that's ok, I'll figure it out eventually) and I still don't have any ultra high speed!!!
GinaP: Ok, I think I'm done now. :)
GinaP: Can I at least get a credit for the ultra high speed that I should have had the past couple of months?
Aliant: I actually was in a chat session with you awhile ago. I can downgrade your account to regular high speed and issue a credit for what was invoiced. I sincerely apologize for the problem's you have experienced.
GinaP: Oh, thanks for the apology. I really would like to have the ultra highspeed, so I'd rather my account not be downgraded.
GinaP: But a wee credit would be nice.
GinaP: :)
Aliant: I can certainly do that. So you wish to have High Speed completely disconnected?
GinaP: Um... I would like to have the ultra high speed. To do that do you need to disconnect the high speed?
Aliant: As it stands now, you should be on Ultra. When i transferred you to the Problem Resolution
Aliant: Team, were they able to assist you?
GinaP: Yes, they said that there was a ticket in for me to get upgraded to ultra on Saturday. And that's ok.
GinaP: It's just that I believe I've been billed for the ultra for a month and a bit.
Aliant: Were you able to connect to the internet at all?
GinaP: Finally, about 2 hours ago, yes.
Aliant: What i will do is credit your account from when ultra was added to today.
Aliant: That's a full credit since it was not working at all.
GinaP: that would be very wonderful, thanks very much
Aliant: It's my pleasure and again, i apologize for the problems you've encountered. Is there anything else I can help you with today?
GinaP: No, thank you for listening to me rant. I appreciate your help here


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Comments

[kyra-ojosverdes.livejournal.com]

"listening to rants" is a seriously undervalued job skill. :-)

[fyremaven.livejournal.com]

wow.

i'm flabbergasted.

see, sometimes things DO work out!!!
:D