– Hello and thank you for calling Superfast, where, for the right price, all of your high-speed internet and cable TV needs can be met. This is Jane and I’ll be assisting you on this call today. To whom do I have the pleasure of speaking with?
– Hi Jane, this is John. I’m…
– Hello Mr. John, thank you for your call. How is your day going so far?
– Um, fine I guess, thanks. I’m actually calling because…
– Good to hear. Mr. John, can I have your last name to pull up your account information?
– Yes, Johnson.
– Thank you, Mr. John. Can you verify the address where you currently have service with us?
– Yes. 123 4th St, Apartment 5. Springfield, USA.
– Wonderful, thank you. I see that you have been with Superfast since 2018 and I wanted to take a moment to thank you for being a valued loyal customer for three years and ten months. We truly appreciate your business.
– Sure, you’re welcome. So I’m actually calling bec…
– Now Mr. John, how is it that I can help you today?
– Yes, I’m calling because I noticed an unusual charge on my account and would like to request that it be removed.
– Oh I’m sorry to hear that Mr. John, let me have a look. Which charge are you referring to?
– It’s the $70 charge on page 3, listed as “Technician Service Fee.”
– I see, yes, I would be happy to assist you with that today. However, I am also seeing that you do not have a cable program with us. May I ask how you get your TV entertainment?
– I have Netflix, but I’m really not looking to…
– Netflix, of course, but what about sports? I’m pleased to tell you that we are offering an incredible Sports Superfan Package that includes over one hundred channels and unlimited streaming starting at $99.99/month, would you like me to sign you up for that today?
– No, thank you, I’m just calling to resolve this charge that was made in error and…
– Of course, Mr. John, I understand. I can help with that today. Let me pull up the charge to investigate. While I wait for my screen to load, can I interest you in our Movie Aficionado package? It features a wide range of blockbuster hits, behind-the-scenes specials and pre-release ordering so you can start watching your favorite movies before they even leave the theaters! This one starts at $89.99/month…
– No, I’m really not interested in any of that. As I said before I’d really just like to clear this charge.
– Very well, I understand. I’m pulling up the itemized receipt now. It looks like this was billed to your account last week as a result of a service call, is that correct?
– Yes, our internet went out and the router reset that I performed didn’t restore it, so I had to call a technician who came the following day. As it turns out, when you last upgraded my internet speed, the router you provided was not capable of handling the increase and failed.
– Oh, I am so sorry to hear that you are having trouble with your router. Was the problem resolved during the technician’s visit?
– Yes, it was, but this $70 charge…
– I am so happy to hear that it was resolved. Now I see that your current speed is listed as 300 megabits per second and I wanted to inform you that this week only we are offering an upgrade to 500 megabits per second to all existing customers free of charge with the purchase of our Family Entertainment Bundle which features a mix of…
– No, please, none of that. I’m currently on the low-income plan and do not want to pay more than I already am. I just want to get this charge removed, I am very busy today…
– I understand, thank you for your patience Mr. John while we work together to resolve this issue.
– I’m actually not feeling very patient at the moment, Jane. I really need to get going. Can you please just remove the charge?! At no point was I informed that there would be an additional fee for technical support and I’m really not understanding what this is about.
– Well Mr. John, I can explain. When you schedule a technician for a home visit we automatically post a one-time charge to your account as part of our billing protocol, but we remove it before the end of your billing cycle. The representative that assisted you previously should have explained that.
– Well, they didn’t, and now my bill is coming up as double what I normally pay.
– Not to worry Mr. John, we will get this sorted out for you. Now, before I make the final adjustment to your account, can I ask, are you happy with your current internet service?
– No, at the moment, I can’t say that I am happy with the service I am receiving…
– Mr. John I am sorry to hear that, I’m sure there is another plan we can get you on that will fit your needs. What specifically aren’t you happy with?
– Oh my god… I don’t feel like you are hearing me. I don’t want to change my plan at all. I don’t want to pay more. I don’t want to upgrade my speed. I don’t want to have to deal with another failed router. I don’t want to have to call another technician to replace the failed router. I don’t want to have to deal with another random service fee that may or may not eventually be removed from my account as a result of your supposed “billing protocol.” What I do want, Jane, is for you to remove this charge immediately so that I can get back to my life.
– I understand, and thank you for clarifying that, Mr. John. Before I finalize this refund, I’m going to place you on a brief hold so you can take our quick, automated customer satisfaction survey, and I would greatly appreciate it if you could give me a 10 out of 10 review for our call today.
– What?! No! No hold!
– Yes, a brief hold, thank you.
– Wait but what about the charge?
– Thank you again, Mr. John, for calling Superfast. We greatly appreciate your business and I look forward to serving you again soon. Please hold – transferring you to our survey now!
