I'd like to share this experience that might feed you with ideas on what customers need: a stable good service.
In regards to this issue, I have made an email to Swisscom management hoping that they help me in putting more energy in the problem I have. This is the email I wrote:
Dear Swisscom management,
Hope you are doing well even within the COVID situation.
I am a Swisscom internet customer and I've been having an unstable internet connection for the last 2 months. I work at Roche and have permanently videoconferences and every 15 mins I get disconnected from those VCs.
Your support team doesn't seem to understand how serious this problem is (every time I call I have to explain again from scratch...for the last 2 months...) and every person that comes does something, leaves and then I have to start again the support request, instead of having someone that follows up my issue.
Tomorrow I will contact the Roche lead for this type of situations that manages the Swisscom relationship to share the issue that I have and to see if there is a systemic problem and thus if they can recommend an alternative service provider for the employees so they don't end up having the same loss of time that I've been experiencing.
The reason why I contact you is because I am done with navigating the customer support of Swisscom after 2 months.
Hope you understand the nature of this email and help me with putting more energy within your Customer Support Service in solving this issue.
@Marcelo11 Thank you for the mail you wrote to the management. I'm really sorry to read about your negative customer experience and would like to check your case and get in touch with you by private message.
@DomiP@Black Mamba Thank you very much for your feedback regarding the improvement of our community. It is much appreciated by us.
Best regards Ivan
Swisscom Mitarbeiter im Bereich Social Media & Community Management. Employé Swisscom dans le domaine Social Media & Community Management.