Our satellite dish went all wacky last week. All we get on the television screen now is an error message. So, after fiddling with it for some time, trying to get to
The Daily Show and failing miserably, I called SBC. The following is a report of how the conversation went...
CS = Customer Service person (this is a euphemism for Totally Incompetent Jackoff)
Call #1
CS: Thank you for calling SBC. How can I help you?
me: Our satellite dish doesn't seem to be working, and we've had some wind and rain recently. I wonder if the dish blew over or something.
CS:
(runs me through a battery of tests, twice for each, which I just did before calling, with the same results... all tests failed) Do you have bad weather there now?
me: Um... yes. We have we've had some wind and rain recently, and I was wondering if the dish blew over or something.
CS: It's likely the clouds. See what happens in a few hours. If it's not better, call us back.
me: I'm sorry... What good will that do?
CS: To see if the weather clears up.
me: Um... okay.
(hang up, exhausted from all of the repeatedly-failed tests)
Call #2
CS: Thank you for calling SBC. How can I help you?
me: Our satellite dish doesn't seem to be working, and we've had some wind and rain. I think the dish might have blown over. I talked to someone about three hours ago, and he said to call back if it was still broken by now.
CS:
(runs me through the same battery of tests, again twice each, with the same failing results)
me: Maybe the dish blew over.
CS: Can you see the dish?
me: Hold on. Let me see.
(exit to back porch in rain, climb slippery stairs, climb rickety ladder, peek up at severely sloped roof) No, not from here, but I see the cable.
CS: The dish isn't dangling or anything?
me: I can't see if from here, but the roof is really sloped. It's likely up higher.
CS: Well, we generally don't send a tech out unless you can see the dish hanging.
me: I can't see it from here. It might be hanging, but higher up where I can't see. The guy who installed it took 5 hours and did a crappy job inside. I wouldn't be surprised if he did a crappy job outside, too.
CS: Let's do the tests again, just to make sure.
me: *sigh*
(do all tests twice again, fail and fail)
CS: We can send out a dish tech, but it'll be $99.
me: That seems excessive!
CS: Well, you could go try to fix it yourself.
me: So, I can pay you $99 to come fix something I pay you for monthly, or I can go climb on my wet, slippery roof and fix it myself?
CS: Yes, ma'am.
me: I want to talk to the person in charge.
CS: The manager has the same rules, ma'am.
me: Maybe so, but this is ridiculous and you can't help me, so give me to the manager.
CS: Hold on, ma'am.
me:
(holding)
CS: Welcome to SBC, how can I help you?
me: *sigh*
(recap whole story, so far)
CS: Let me see what's going on. Okay, let's run some tests.
me: You have got to be kidding me.
CS: We need to rule out any software issues.
me: I think we've ruled that out. I want a dish tech to come fix my broken satellite dish.
CS: I can't schedule it until we do the tests.
me:
(run the tests... surprise... fail)
CS: Okay, so it'll be $99 for a tech to come check that out.
me: I have to pay you $99 or go climb on my roof in the rain to fix it myself? I won't pay $99. I thinks that excessive and inane when I pay you for this service.
CS: I'll tell you what I'll do. I can give you $50 off.
me: So, I have to pay you $50 or go climb around on my roof?!
CS: No, you pay $30.
me: How's that?
CS: Oh... wait. 100 minus 50 is 50. That's right. $50!
me: Please transfer me to someone higher up.
CS: Wait, I'm getting a message from my supervisor. She said we can give you a $99 credit this one time.
me: So, the tech is free?
CS: Yes. I'll pass you to the scheduling people.
(he disconnects us and I get a dial tone)
Call #3
CS: Thank you for calling SBC. How can I help you?
me:
(trying to breathe deeply and hold it together) I was scheduling a dish tech and got disconnected.
CS: Let's do some tests to make sure it's not the software.
me: NO! I want a tech to come out! I've done the damn tests 34,000 times!
(so much for holding it together)
CS: Okay, ma'am. In what city are you located?
me: San Francisco, California
CS: Okay
(long pause)... Is that considered northern or southern California.
me:
(big cartoon question marks actually appear above my head) That would be northern California...
The appointment was set up for tomorrow, eventually. There was more debacle to be had around the scheduling, but it's just not worth going into. SBC... Corporate America in action!
note added 1/11/05: A dish tech did come out on Satuday. According to Claudine, who was here when he came, he said the dish was installed impromperly the first time and had some loose parts. A-HA! I did the 'I Was Right' dance.