Your Florida business phone service was once provided by Brighthouse Networks, and now that they’ve been bought out by Charter and rebranded as Spectrum, suddenly your rates have gone up.
Legacy Brighthouse Networks customers who came along for the ride are understandably disappointed that Charter has already broken their word to maintain rates. Wasn’t it just in January that Charter promised that you wouldn’t see any changes in your service or price package?
It’s time to call Spectrum to ask about that. Make productive use of your hold time as you wait for Spectrum’s customer service team to answer your call. As you sit on hold, consider the effect that annoying mergers have on your business. Ask yourself if these mergers serve customers or if they are designed to appeal to stockholders. Or worse, do these mega-mergers exist to line the pockets of CEOs?
Changes in rates and plans are just part of the problem.
When Frontier took over some of Verizon’s territories in 2016, widespread outages meant that many businesses in the Tampa area experienced a disruption in service. When customers can’t reach you, you can’t do business.
The outcry quickly reached the Florida Attorney General’s office, with customers complaining of lost internet service, extended waiting periods on customer service lines, missed service appointments, and no automatic billing credits for customers who lost service. It took the Attorney General stepping in to chip away at this monolithic disaster.
Now back to Spectrum. Changes in service and pricing packages are stage one of the merger’s impact. Stage two: there is talk of layoffs as they centralize their customer service department. It’s too soon to say how that will go, but the possibility that customers will get lost in translation during this centralization effort is very real.
Once upon a time, business owners had a personal connection–an actual relationship–with their service providers. Somewhere along the way, huge conglomerates like Brighthouse Networks thought they could get away with supplanting those personal relationships with incomplete notes in customer profiles created by various customer service representatives that had no real loyalty or investment in individual customers. A move by Spectrum to centralize customer service creates an even greater distance between customers and the “connection” they formed with Brighthouse Networks when they first signed up.
It doesn’t have to be this way. Florida business phone customers can have old-fashioned customer service coupled with the best telecommunications technologies and sidestep the problems arising from mergers altogether. Small, Florida-focused companies like VoiceOnyx offer the personal touch.
This is how customer service should be: You want to make a change to your service or you’re having trouble with it. You call customer service, and not only does the person who answers the phone know your name, you know theirs. You’ve been working with them since you signed up for your service. At this point, you know the sound of each other’s voices.
At VoiceOnyx, that’s how we do it. We’ve have been completely dedicated to Florida businesses for ten years, and we operate solely within our state. Every relationship is cultivated to go the distance. Loyalty, excellence, and service–just marketing buzzwords for our competitors–actually describe VoiceOnyx’s commitment to our customers.
For those who are frustrated by the arrival of Spectrum and Frontier and the interruptions in service, raised rates, forced plan changes, and alienation that inevitably followed, the solution is to think small. Small local providers like VoiceOnyx are the antidote to annoying mega-mergers.