Human Encounter at Bell. It Can Happen.
I hadn’t intended to continue my rant about Maw Bell, but fair’s fair and there’s a positive experience to share with my fellow optimists.
No phone service yesterday …hours on a cellphone… 8 calls to be exact.
5 of those ended in disconnection after up to an hour on hold and the 3 humans we spoke to were of the “My job sucks and you suck and my goal is to get rid of you as fast as possible.” variety. The one that agreed to get a supervisor had us waiting for hours for a call that never came.
Today, however, I had the miraculous luck of reaching a delightful human being. This didn’t happen through the regular repair and service channels, and his department doesn’t do anything specifically related to our repair needs. Nevertheless, this young man had the lines back up temporarily and techs here replacing faulty equipment within a few hours. He was polite. Kind. Friendly. I won’t reveal his name or location, but called back to thank him and wanted to acknowledge his existence here in light of my rants. His company may still be an inefficient monopoly, but I’m betting they don’t change him.
I’m not naïve enough to think that the customers repair and support people deal with are all delightful, polite and kind. No doubt some percentage (pick your own) are jerks and/or morons. This is not a justification for the same behavior on the part of anyone who has chosen to work in customer service.
Awesome service from Bell after this 11 month saga? I’m still pinching myself happily. 
