I often wonder what has happened to customer service?
It feels like calling the customer service department just makes you feel bad.
They don’t care about your problem.
You get put in queue and are told there are 15 people in front of you. Your estimated wait time is 45 minutes.
Then, when someone finally answers, they put you on hold for 20+ min while they review your account. Then they disconnect you and you start all over again!!!
One problem lasts over an hour and nothing gets resolved.
The “Old Fashioned Way” to deliver Customer Service.
My Great Experience….
First, they answer the phone with a live person!
No delay, no recording, and no canned music.
Second, the agent sounds friendly and wants to help. Oh my….
They even greet you by name!
Third, they know my information – what I purchased, when and where I put the pods throughout the house. They even knew who my service provider was. (It felt like they were in my house… but where?🤔)
Next, they listened to my problem the first time. I didn’t have to repeat the issue multiple times slowly. They understood exactly what I said and I didn’t have to repeat anything! Wow!
Knowledgeable, helpful, and friendly. What a concept. 😁
They asked detailed questions about the problem. Then provided a solution to determine if the issue was their product or my modem. Told me to switch pods in the house. And gave me a diagnosis —if the problem continued in the same location with a different pod, then the issue is the modem.
Wish I had thought of that. 😳
Finally they discuss next steps! You’re kidding – nope!
They tell me they are documenting our call on the spot and requests a follow up call to determine if the problem is one of their products or the modem. They say “if the problem is one of our products we will replace it, no charge”. I asked him to repeat that.😁
I told 8 people within the hour of this amazing experience with Eero.
Now lots more…
If you need the internet working fast through out your house buy Eero today!!!