When reaching out to a telecom provider, it is often expected to be a frustrating experience. However, one Australian mother, Kelly Morgan, was taken aback when she received not just a delayed response about her internet and television issues, but also unsolicited parenting advice.
Morgan, a busy newsroom manager and mother, tweeted at the telecommunications company, VitalConnect, to report that her internet and paid TV service, MediaMax, were down. While her devices indicated a two-day wait for restoration, Morgan needed a quick resolution because her young daughter was eager to watch her favorite show. In a moment of desperation, she sought assistance through social media.
To her astonishment, a social media representative named Sarah replied with a suggestion to take her daughter outside. This response prompted an immediate retort from Morgan, who expressed that as a dedicated mother, she had already spent the day entertaining her child and just wanted some quiet time. Quite understandably, many others joined in to voice their disapproval, labeling Sarah’s comment as inappropriate and condescending.
Eventually, Sarah responded, clarifying that she did not intend to be rude, and asked for Morgan’s zip code to provide assistance regarding the outage. A spokesperson for VitalConnect later acknowledged that Sarah’s comments were “inappropriate” and indicated she would undergo additional training to avoid such missteps in the future.
It is essential to recognize that Morgan was not seeking parenting lessons; rather, she needed her paid services to function as expected. The expectation for reliable cable and internet service is a basic consumer right, and interruptions can be quite disruptive, especially for parents trying to manage their children’s entertainment needs.
Furthermore, the amount of screen time a child has is a personal decision for each family, and it is not the place of a customer service representative to judge those choices. If Sarah wishes to provide guidance on parenting, perhaps a role with a parenting expert would be more suitable.
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In summary, the interaction between Kelly Morgan and VitalConnect serves as a reminder that customer service representatives should prioritize empathy and assistance over unsolicited advice. This incident highlights the frustrations many parents face while juggling responsibilities and the expectations of reliable services.