Community Fibre. - Blocked from escalating problem to a manager

[AppleCrab]

Please can anyone point to some good advice on what to do about the following call centre issue:

 

a) You call X company about a problem

b) You can't resolve it with the call agent (due to their fault/limitation/poor communication)

c) So you ask to escalate to a manager

d) They tell you there are none available right now, but they'll get one to call you back within X time (eg 24/48 hours)

e) You wait the full time allotted, but no call comes

f) You call again, and start at A, only to repeat the steps with no hope of escalation or resolution.

 

I know that I can write to them, but is there a more immediate way to get the attention of a manager or member of senior staff when trying to resolve a non-straightforward issue, with more immediacy, as well as actually speaking to a genuine manager?

I invite advice, links & discussion - I bet many of us have experienced this or similar, so a solution here could be helpful to many I'm sure!

 

Thanks in advance to all who engage with this!

[jk2054]

what company is this?

[AppleCrab]

Does it really matter? Unless it becomes explicitly relevant / needed, I'd rather avoid naming them just yet, but if it helps they are my internet supplier.

But I've encountered this with several companies in the past; so it seems to be a common tactic.

I'm interested in hearing a general good way to deal with this tactic, if anyone has such a thing! 

[dx100uk]

moved to the broadband forum.

stop being secret squirrel then we can help you.

you were also asked this on the facebook forum.

dx

 

[BankFodder]

I agree with my site team colleague above. We need to know all the facts including which company you are dealing with and an explanation of the problem.

It really is too difficult to start giving speculative advice on some speculative problem that you have laid out as a generalised scenario

[AppleCrab]

Ok, sure!

The company is Community Fibre.

The issue is that while my internet speed from tests is extremely fast, I still experience delays in loading websites, connection issues on conference video calls, etc.

I called & spoke to an agent, who had extremely poor communication skills and kept misunderstanding the problem & going round in circles.

After half an hour of this, I asked if I could speak with a manager, but was told none was available.

He eventually promised one would call me back within 24-48 hours, but no call came.

I have now written to them explaining everything, 

I am waiting for a response (I have an acknowledgment of the complaint).

The 'manager will call you back' is a broken promise I've experienced a few times from different call centres/companies over the years, which is why I was curious how others have dealt with that & if there's a good general approach to this.

Virgin Media (whom I was with in the past, and had a number of issues) were notorious for a whole range of awful examples of customer service, and this was their favourite it seems!

[dx100uk]

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