So I just read an article on the Costa Rica times and it got me to scratching my head. I am going to pull specific points that I want go go over and explain how I feel he made it harder on himself. I had this same issue and it was nothing to fix it. Easy and was done in 24hrs.
“I hate calling customer support in Costa Rica as it ends up being a complete waste of time and energy so I thought I would circumvent this nuisance by going to the office in Jaco and speaking to an actual person to explain my problem.
I think I decided to make my errand running day on the hottest day of summer at the beach, Checking the temperature it was 89 degrees but felt like 107. After picking up a couple of packages at Aerocasillas I went by the Cable Tica office at about 12:30. I expected it to be closed as it was lunch time but the sign on the door said “We will be back at 2:30″. I can normally kill 30 minutes to an hour but killing 2 hours is not all that easy.”
1st you may hate calling them, but you can do it from the comfort of your own home and you would not have had to stand out in the heat of the day and or kill time. Especially when you know it is going to feel like 107 outside! That is insanity. I don’t know about you, but I know that if they close for lunch, which mind you they all do why would you show up at 12:30? You expected it to be closed. So why go there? I’m confused by this. Again I know that most places that close for lunch I assume won’t open back up until 3pm. So you leave your house, you do an errand you could have done on the way home not on the way there an you arrive at lunch time when you knew they would be closed? You think it is their fault? So that was your 1st mistake here. You should have made it your 1st stop when they opened. Actually your 1st mistake was not calling customer service.
“The answer was one that most of us living in Costa Rica have received……that is not my job, here is the number of customer service. I tried desperately to have her arrange a technician to come to my home……..the answer was no, there would be no thinking outside the box nor proactive client support.”
Well of course this was your answer. Its not a matter of them thinking outside of the box it is a matter of the way things are done. In the states you can’t just walk in and say I need a technician to come out to the house and they will send one. Just doesn’t happen. You call the customer service number. Again if we did do mistake #1 by not calling them in the 1st place this would not have been an issue.
“I wonder how people that do not speak Spanish get to the English menu on the customer support lines in Costa Rica. “Para ingles marque dos” – if you do not know Spanish how would you know to push 2 for English?”
Ok so you come to a country and you expect it to be in English? ok another mistake. Here is the thing. I don’t have a lot of Spanish, but I knew a few things before i got here. If I made a call and I heard that I would have picked up Ignles and Dos, Which I think 99% of English speakers would know to press 2 for English from that. I know that on my cabletica its 9.
” I then went through explaining my problem in Spanish after which he said please hold and hung up on me. YAY!!!!”
Yes because this never happens in the states at all when you call big companies. I can’t tell you how many times I would spend a ton of time on the phone with someone telling them my issue and they go, “Please Hold” and the call is disconnected.
““Can you please send someone out to my house to check the signal for more than 3 seconds?” I begged.
“No…let me tell you how to reset your modem.”
I hung up as I was not in my house nor did I want to hear her anymore.”
OH my god really? This is what they all do. I can’t tell you how many times this has happened to me in the states. It is part of their check list and it is what they have to do in order to go though it. Why did you call when you were not at your house and couldn’t do what she asked? Again you mistake not theirs.
“I returned home that evening and spoke to a friend of mine on Skype during which the call dropped about 6 times in a matter of 20 minutes. I asked him what can I do to get someone at my house. The answer although ridiculous I knew was true. When I called customer service I needed to unplug the modem and tell them that the lights were on but that there was no Internet.
This is Costa Rica, it is just one of the games you have to learn to play to adjust to life in the country. I still love it here but sometimes I need to vent.”
OK this isn’t ridiculous at all. I have had to do this in the states a number of times to have them come out.
This experience would have been no different in the states if the writer did this same thing. He would have went thought all the same stuff. So no Costa Rica is no different in this regard than anywhere else in the world!
Now let me tell you how I handled it when our got hit by lightning here and it wasn’t dead, but it was having issues. So I unplugged it and I called the customer service number and pressed 9 for English. Now I had to hang up and do this a couple times as it still gave me Spanish options, but that is ok I was in the comfort of my own home so no worries. I did get someone who spoke English. I than told them my problem and he said, “let me walk you though resting your modem” I did not move off my couch. I said I did it all and he said, “Ok we will send someone out”. I than said, “Can you send a new modem with him it seems the lights are all non-functioning so I think it should be replaced.” He than said, “Yes sir that is not a problem” Guess what the next day someone was here with a new modem and my issue was fixed!
Ok so why do we make things so hard on our selves? Really if you don’t know how things are done here and have been here more than 3 months you should know. If you don’t know maybe call a friend or ask someone on Facebook who has lived here. Check out one of the many Expats groups that have a ton of information on just about everything when it comes to living in Costa Rica. This guy was just looking to cause himself more problems than what was needed.
Have a great day!