I managed a phone shop for 3 years in a town of 75,000 in the UK for one of the 4 cellular networks. The council had to take down a mast while redeveloping a building. This provided coverage to 1 half the town as it has a large valley. A replacement never got put back up. I joined the store roughly 4 weeks after this had happened.
We helped customers report this each day via the website and i escalated internally a million different ways. The installation date was given and always pushed back each time it came around.
You could not get a signal. We told everyone this upfront and offered 30 day refunds outside company policy in case people regretted their choice. I constantly got a-lot of grief for this as our return rates were so high, but it was either that or run or reputation within the community and slowly lose business as word of mouth travels. We found out the network had actually “restructured” the entire internal networking team and that all the reports being completed online were not monitored.
Somehow we were one of the best performing stores in our company and had one of the highest service reviews consistently despite not actually having a mast for half our customers. Its been 2 years since then and they still haven’t put a mast up yet.
I managed a phone shop for 3 years in a town of 75,000 in the UK for one of the 4 cellular networks. The council had to take down a mast while redeveloping a building. This provided coverage to 1 half the town as it has a large valley. A replacement never got put back up. I joined the store roughly 4 weeks after this had happened.
We helped customers report this each day via the website and i escalated internally a million different ways. The installation date was given and always pushed back each time it came around.
You could not get a signal. We told everyone this upfront and offered 30 day refunds outside company policy in case people regretted their choice. I constantly got a-lot of grief for this as our return rates were so high, but it was either that or run or reputation within the community and slowly lose business as word of mouth travels. We found out the network had actually “restructured” the entire internal networking team and that all the reports being completed online were not monitored.
Somehow we were one of the best performing stores in our company and had one of the highest service reviews consistently despite not actually having a mast for half our customers. Its been 2 years since then and they still haven’t put a mast up yet.