Please, NetStar, do yourself and everyone else a favor and hire a computer engineer! I do not mean just some guy who fills the position of a computer engineer, but an actual computer engineer! Do you not understand how ridiculous it is that an internet service provider does not seem to employ anyone with at least a bachelors degree in computer engineering. And no, this is not the same thing as information systems.
Further, it would probably be best for you if you did not have your technicians handle customer service. Or maybe, if you're that strapped for help, at least teach them a couple things about customer service. I really could care less if the technician is tired of hearing from me. I am your customer, and I will continue to call until you fix the problem. Since I am paying your for a service, I will not feel bad complaining if you do not deliver that service.
And while we're talking about service, I also don't care what excuses you want to give me, there is absolutely no excuse for a google web search to take over 30 seconds to complete! Dial up internet doesn't even take that long. I also don't care if the service is working just fine wherever you are, because it is not working here. As we both know, wherever you may be, it is not the same as where I am. We are on different networks which are given different amounts of bandwidth. So, the fact that it is working just fine for you does not mean that it is working for me.
What you have at AUC is an amazing opportunity to get yourself tons of new customers. Every semester, there are over 100 students on average coming to the island for nearly 2 years. Many of them will begin their time on the island in the on-campus apartments, which you currently hold a monopoly on for internet. If you provide good internet, we'd have no reason to switch companies when we leave at the end of first semester. This means that from each person you impress in the dorms, you'll likely make an additional couple hundred dollars during their time here. As it stands now, I'd be very surprised if a single AUC student chooses to remain with NetStar when we leave the dorms. While your tech may not care about this (and I know he doesn't, because I've heard him say he hopes I get CaribServe), your sales people and management certainly should!
Let me make this very clear for you. You are losing tens of thousands of dollars because you cannot provide adequate customer service or adequate internet service. Stop telling your customers that they're lying to you (even if some of them are), stop accusing them of just downloading too much porn (because some of us don't), and just fix the problem. Whether you want to acknowledge it or not, there is a problem, make no mistake.
Why do I have to explain these basic concepts to you? Must you be so extraordinarily dense and insensitive to your customers' concerns? Fix the problems, respond to your customers, and stop sending your business into obscurity as everyone switches to CaribServe. Because, we are switching to CaribServe, and if anyone is not aware of why they should, I am just one of many AUC students that would be more than happy to fill them in.
No comments:
Post a Comment