Abhorrent customer service, inadequate business processes, lack of care for customers

The service is not working well for the last 3 days. They aren’t open after hours or weekends which is when most of us are home and need service. Someone named Mikhael Ford called to stop me from canceling service and promised to help me with troubleshooting, possibly a new router, and sending a new tech in Setember 2023. Currently in almost mid-December 2023 and no assistance. Also, apparently I’m entitled to SIM cards and I accidentally selected the wrong location for them and for over 6 months I can’t deselect that pick up location or cancel it to get the SIM cards im promised. Huge waste of time and money. If you have other options where you live don’t sign up to this terrible service. Additionally, they do not follow up trouble tickets you log on their app or website or via email and at times they close your ticket without resolving your issue. They need a total business process overhaul, a retraining of all customer-facing staff, and a recall of their call center deployment to India. Indian employees answer your calls and with no disrespect from my end I must state the obvious. They speak a different version of English, perhaps a differ t dialect or pronunciation. They do not understand me and vice versa there is no meaning to be had in our dialogue. They write down your issues in their system but have no ability or authority to problem solve.

Rain’s entire business process as it pertains to their 4 and 5g service needs to be evaluated, broken down, assesses, and re-engineered. You need a technical help desk. You need a billing department that can reply in less than the promised 24-48 hours. You double billed my dad and he had to cancel the service before anyone was willing to help. You need an Adequate testing and quality assurance process. And you need to learn to care for the customer and make this known across business units.