Staying Impartial (Esat Summary Update)

LegacyUser

I'd like to take back a bit of what I wrote yesterday. When I typed it
up, I had just gotten off the phone with some Customer Care reps who
told me different things and my emotions went a little too far. For
this spokesperson job, I have to be more impartial.

So, I would like to say that Customer Care weren't briefed properly on
the subject of SurfNoLimits. These folks, for many it's their first
job, took the brunt of our anger and frustration, without yelling back
at us or calling us names (come on now, I know a few of you did call
them names). And I sit here, in a place they probably don't read to
defend themselves, and call them drones. That's not right or
professional.

When I re-read this today, I realized how bad it sounded and how I
shouldn't have said it. So, let's rephrase the below, okay?

3. 75 hours. This has gotten completely twisted around. This is where
the number came from: anyone who was using SNL for more than 75 hours a
month got the letter. That's it. There is no 75 hour limit in place
right now. Customer care reps weren't briefed properly and gave the
info that they had. (In fact, both ACT and Sarah we a bit taken aback
when we told them what Customer Care had been telling people.) If you
called and complained and Customer Care put you on a "list" or whatever
they said, Esat will honor that and not cut you off. Don't try calling
today, it won't work. The Customer Care reps all say that you had to
have called in by sometime last week (or earlier...the stories are again
all different).

E

LegacyUser

Nicely done. Esat are most definitely not the only company with "glitching" internal communications.

It's nearly always the case that the folks at the "coal face" are the last to know.