I’m having a hell of a time with my current ISP (sitting at 18 days now without a connection) and I’m having to bite my tongue every time I’m talking to them (Remember The Human and all that)
Whilst the front line support are nice people and answer the phones quickly they are honestly pretty useless and they never really sound like they know what they’re talking about, also seemingly none of the departments seem particularly good about communicating what’s going on so it’s hard to get a straight and useful answer out of them.
Have you ever lost it with a rep? What happened? and did it ever help push things along?
Honestly this is pretty much it. Sometimes you have to be pretty aggressive to get companies to do the thing you need; they will take advantage of the social friction required to keep you in predatory arrangements. They literally design it to be frustrating so you’ll give up. Like you, I try to make it clear to the person I’m speaking with I have no problem with them just the business. But if the corporations require me to get mad to do the right thing I will get mad.
I have a friend whose family immigrated to Fiji from India before coming here. He’s bi-cultural, and his super-power comes from his heritage.
Also, he will wait on the phone and talk to as many reps as required in order to get a discount. In CANADA, his full-up TV package - sports, streaming, movies, 1gbps internet, etc - is $1 for the next 2 years. Then he’ll call again and bring up the days where things didn’t work, mention how this is a consistent pattern they promised to eliminate, and launder all that into another 2 years just so they can be rid of him. He outlasts them.