Here is the deal. We are in the year 2007, literally we sent a man to the moon 50 years ago, have supercomputers that have mapped the entire human genome, and can calculate Pi to a gazillion decimal places in about 1 minute. Why is it then when I call customer support and want to talk to a person, the machine makes you input your account number via touch-dial, but then when you finally talk to someone it is gone. You have to give it to the person so they can type it into their computer. Apparently, the computer that the customer service rep types into doesn't talk to the computer that you typed the number into using the phone key pad.So, obviously I am getting frustrated by the time I am talking to "Joe Smith" with an Indian accent, and have to ask him all about why I would possibly have to tell him the number again, after typing it into the system. Then Joe thinks I am a dick for harassing him because he is just doing his job, and he is right. Here is the other thing, don't ask me my name and then mispronounce it 100,000 times during the call. Either don't ask me how to say it, and then mispronounce it, or ask me how to pronounce it and then get it right, or don't feel the need to say my name more than once. Because, basically ending every subsequent sentence with my mispronounced name really is over the top. But I digress.
Where does the first number I type into go? Does it get lost in the ether? Oh, and BTW, don't bother not trying to put it in, or give it a phony one, because I already tried that and it doesn't work. Does the first number I enter send it to some marketers database? Which leads me to my second problem...
We all know that if you have a problem with a company, and you are talking on the phone with them, then you need to get a name and extension for it to get resolved, so they don't just yes you to death and hang up and laugh. But now companies are starting not to tell you anything but first names and regions. Here is the deal, don't tell me you are "Joe from the California office". I have a hunch that calling back customer service when the problem never gets fixed and asking for Joe from California won't be fruitful.
Basically, it is getting to the point where I would rather have a root canal than go through the call customer service dance again.
4 comments:
You could pull the move I coined years ago with United. I got my hands on the phone number for some lady who was a manager in charge of flight scheduling. I basically called her every time there was a flight delay from LAX to SFO which was every flight every day. It got to the point where she knew who I was and probably knew I was going to call every Monday and despite her actually having a real job in a real office at United, we both knew that the conversation was futile.
I have had a theory for a while, I think that they get you to enter the account number merely as a time killer so the wait is reduced (or seems to be). 3 minute wait with a 30 second activity (liten to menu, enter account #) is a 15.6% reduction in waiting time. Not a bad ploy.
It always gets me that I go through the whole enter your account number ect, then i have to redo it when i talk to the agent. But Hungry Howies Pizza in Michigan knows its me, and my last order. blows my mind.
Dan, MOB here....Kate sent me your hilarious site. Here is my Customer Service 'tip'. When prompted to enter ANYTHING, dial '0' or ask for Agent. They'll assume you are hearing impaired and you'll bypass all the #s BS. It has worked for me MOST of the time!
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