Kenneth Sousa, PhD

Bryant University Professor; IT consultant; love hockey, beach and traveling. Reading when I can. Invest in your future by engaging in the present.

[Kenneth Sousa, PhD @kensousa]

@uber another customer service snafu . This one is larger. And a critical situation. Two calls no response from driver.

[Kenneth Sousa, PhD @kensousa]

@MarriottVacClub MVC said they would do that when I called. I understand marketing well, your sales people are the most aggressive I've ever met in my life. Especially, when I check in to a hotel/VC. They pestered me to a limit that I had to say ... I'm not doing the sales call in a stern voice.

[Kenneth Sousa, PhD @kensousa]

@MarriottVacClub As an owner, I was getting nagged at hotels and properties for years. I called MVC to say take me off the contract list. They said they did. Michelle S called to sell me. Management: Solve this issue. Otherwise, I'll keep raising this issue higher! Stop!!!

[Kenneth Sousa, PhD @kensousa]

@Uber Part2: Name was not my driver. Told him to pull over his driving while texting in app. Told him to go back to airport immediately or I'll call state police. He immediately returned back. My driver was there. I texted him through the app. Not sure what this was, but scary.

[Kenneth Sousa, PhD @kensousa]

@Uber Part1: I reserved a ride from PVD Mar22. It was very dark. A car w/uber pulled over. I said are you *name*? He said yes and I got in car. He pulled away, didn't ask for pin. As he drove, he was on the Uber app. Noticed a name displayed on a screen on the back seat.

[Kenneth Sousa, PhD @kensousa]

@Uber reservation driver was incompetent. Kept saying approve the ride. Asked him how I do that. Over and over again. Try getting in touch with customer service?!? Cant. What a frustrating situation.

[Kenneth Sousa, PhD @kensousa]

@GlassesUSA Follow up poor experience w/eyeglass order. After visiting eye dr, they noticed that the Rx entry to website had + not -. Did enter it wrong. The question is how did QC w/reg optician miss that with uploaded Rx. The point to providing the legal Rx for valuation.

[Kenneth Sousa, PhD @kensousa]

@usahockey Let's go boys! Be in the moment. It's all in your hands. I know you're proud of the two three things on your chest. USA and three colors. 🏒🥅

[Kenneth Sousa, PhD @kensousa]

@NBCOlympics Watching the hockey game, can't hear your analysts at all. Too much crowd noise and music. Can barely hear the play by play when play is on. Go USA 🏒

[Kenneth Sousa, PhD @kensousa]

Poor CS is contagious & is customer non-service. @uber the newest. Cant find anything to solve the problem on website. Called CS. Said cant help me, hung up. AI going in circles. Now an "agent" I had to re-explain the problem. They didn't read my messages. Ridiculous! Mess!!

[Kenneth Sousa, PhD @kensousa]

Whats wrong w/ @GlassesUSA. Worst company! Sent email saying glasses shipped. Next day, cant ship; production issues. Huh? Got them. Cant see w/them. 800 AICS WASTE of time! Cant return only exchange. Yet say full refund 45 days. Get your act straight! Sent terrible CS review.

[Kenneth Sousa, PhD @kensousa]

We all know that customer service is a complete mess in many companies. AI, poor training, understaffed, etc.

@dunkindonuts, I called last week; a recorded response was to email. Did that Nov18. No response. Called again, same message. Please respond to your messages!!!

[Kenneth Sousa, PhD @kensousa]

Cust svc horrible. And AI will resolve this? Save $ sure. Wont solve problems quickly/efficiently. Example. @Zoom Over 90 minutes waiting in "chat". Then, have to re-explain problem. They just copy/pasted URLs that i have already looked at and do not work to the current product.

[Kenneth Sousa, PhD @kensousa]

@BrownHealthcare Lifespan @SharecareInc should get their act together. Faxd req for recs on 11/11. Heard zero. Called 12/11. Person said the LS form fax# not right. She submitted req. As of 12/30, they responded to expedite matter. 3 companies are a joke. Chg me for poor service?

[Kenneth Sousa, PhD @kensousa]

Another video player error on @philoTV. Tech support can't solve it. Better software engineering & testing on @amazonfiretv and @insignio tv. Less commercials. Good channels & price.

[Kenneth Sousa, PhD @kensousa]

Be careful of @philoTV on @insignia. Unstable app on @amazonfiretv. Works on Kindle & phone w/same network. Both errors and unstable app. Tech Supp is not helpful! Consider this before installing/purchase. They should spend time on SW engineering and not employee commercials.

[Kenneth Sousa, PhD @kensousa]

It's interesting. When you are looking for a new car, how a bad experience carries over to all dealers owned by the same organization. @GriecoToyota @griecohyundai smithfieldtoyota.

[Kenneth Sousa, PhD @kensousa]

@BCBSRI Clearly something is wrong at my former employer. CS and claims been horrendous. Three calls, last call 2 wks ago, no follow up. Put on hold for 5-10 minutes multiple times. New CS people are "cheaper" but no organization and business experience. #disappointed

[Kenneth Sousa, PhD @kensousa]

@BCBSRI, the call is over. Over 53 minutes. With four "can I please put you on a brief hold?" All offshore and outsourced CS do that. Why? To speak to internal people for answers they do not know. Does the extra time on CS create efficient metrics for BC? I would suggest no.

[Kenneth Sousa, PhD @kensousa]

For the love of mighty @BCBSRI, the decision to outsource CS was horrible. No reason for claims issues to be this difficult to resolve. When I worked there and for many years after, CS people KNEW claims details very well. And, provide better headsets to CS.