topic Re: How long does it take in Community Chat

How long does it take

excpa — Wed, 19 Jul 2017 15:50:28 GMT

to find an intelligent person to deal with?

I spent 3 days on the phone trying to find someone to change my insurance coverage. While I was waiting for a call-back (within 10 minutes was actually closer to an hour) I had plenty of time to research other insurance companies. By then, it had become a challenge. I made several more calls to my current company and, finally, got connected to the one intelligent person in the company. She spoke clearly and at a reasonable rate. She understood what I was trying to do. And, best of all, she took care of it and confirmed that it had been done. Every company has one of these, but rarely more than one. All the others seem to read from a script and do not respond well when asked to deviate from that script. (Script: How many children are living in the home? Answer: None Script: What are their ages? )

I'm glad I'm old so I won't have to deal with this much longer.

Re: How long does it take

Cakers3 — Wed, 19 Jul 2017 15:54:29 GMT

@excpa wrote:
to find an intelligent person to deal with?
I spent 3 days on the phone trying to find someone to change my insurance coverage. While I was waiting for a call-back (within 10 minutes was actually closer to an hour) I had plenty of time to research other insurance companies. By then, it had become a challenge. I made several more calls to my current company and, finally, got connected to the one intelligent person in the company. She spoke clearly and at a reasonable rate. She understood what I was trying to do. And, best of all, she took care of it and confirmed that it had been done. Every company has one of these, but rarely more than one. All the others seem to read from a script and do not respond well when asked to deviate from that script. (Script: How many children are living in the home? Answer: None Script: What are their ages? )
I'm glad I'm old so I won't have to deal with this much longer.

@excpa I think many companies today hire young pups who have scripted training and nothing more.

Customer service can be a cr*p shot for sure. Been there and sometimes you can get 3 different answers from 3 different people It sure can be frustrating.

Re: How long does it take

millieshops — Wed, 19 Jul 2017 16:02:26 GMT

@excpa lol Only forever! And it's so frustrating.

I spent almost an hour between computer time and phone time this morning so that I could pay my water bill. Since day #1 with my company, they've been paid automatically from my checking account.

And then, some wise guru decided they needed a new system, but apparently couldn't program it to continue using the same info they already had. BUT - a CS warned me - I should be very careful about the timing of setting up a new withdrawal system because they well might end up double dipping. Good programming, huh?

The rep I spoke with today (second one today, 4th within this 3-month saga) seemed confident we finally had it right, but I won't feel confident until the billing and payments actually match for a few months.

Re: How long does it take

Mominohio — Wed, 19 Jul 2017 16:20:41 GMT

I've had many similar experiences, myself, and agree it is frustrating.

There are some things I now do.

First and foremost, if I can't understand you, because the call center I reach is out of the country, I hang up and try two more times, to attempt to get service inside the country or with someone who has a good grasp of the English language.

If I can't get state side service, I'm done with your company. I'll cancel my services, and I'm done. Period.

Even if I get state side service, but they seem clueless, I keep asking (and some places it becomes demanding) to speak to a supervisor. Again, hanging up and calling back multiple times can sometimes get you someone who is that 'one intelligent person'.

I feel I have to work way too hard sometimes, with companies and their service centers/call centers.

The best we can all do, is whenever possible, leave that company. Money talks.

Re: How long does it take

TenderMercies — Wed, 19 Jul 2017 16:48:17 GMT

My current insurance company (Allstate), as well as others I've used in the past have always used local offices to deal with any kind of customer service issues, so I can't see I've had to deal with call centers located out of the country when it comes to insurance. However, I have dealt with call centers in India, and I have never had an issue understanding them, and most of the time they are a heck of a lot more intelligent than people I deal with in customer service, face to face, on a daily basis. Considering that I'm currently typing on a product made in China and waiting for many QVC purchases that were manufactured in China, I can't really complain about American companies outsourcing jobs to other countries.

Re: How long does it take

jaxs mom — Wed, 19 Jul 2017 16:52:28 GMT

Maybe you need a new insurance Co? IDK, I had to add my kid to my policy recently since she got her license and then I had to add her car and it was fast and simple. And no I don't have a local agent, I just called the 800 number. I've also had to call twice to get the kid roadside assistance after she had a flat two different times and again had zero issue with my insurance Co for that.

Re: How long does it take

SXMGirl — Wed, 19 Jul 2017 19:25:07 GMT

I only use one insurance company for home and auto, and I can get in touch with my agent if I need to make a change or add to my policies. i think that I have been very lucky in that respect. Since I use Teacher's Insurance through Horace Mann, I did have an agent for a long time who missed two appointments with me. I immediately called the home office, told them my problem, and told them that I needed a new agent asap. They assigned a new agent, who I knew was very good, while I was on the phone. That is the type of service that I expect, especially since insurance is not inexpensive.

Re: How long does it take

Big Sister — Wed, 19 Jul 2017 23:17:46 GMT

I predict it will only get worse. Take a good look at the younger people today, most of whom don't really want to work but feel entitled. They might have graduated from HS but can't read and comprehend well, can't spell well, and some can't do simple math. Many of them are on drugs.

I feel lucky if I can get someone on the phone who speaks English and understands what I am asking.

Re: How long does it take

Big Sister — Thu, 20 Jul 2017 06:56:28 GMT

Many people don't know this, but you can ask for someone in the US to handle you call. I did this just the other day.

Call center employees may speak English but the accent is too strong to really understand them.

Re: How long does it take

SharkE — Wed, 19 Jul 2017 23:22:03 GMT

Amen ! We are scared what will happen to us when we have to go to nursing home. Be mistreated, drugs taken by others, not properly tended to

Scary, we want to die before it gets to that point.

Guess I'm not helping the Comm Chat. I was just telling others offline this board is getting so depressing, Really a downer any more.

Re: How long does it take

Drythe — Thu, 20 Jul 2017 00:13:54 GMT

A year of two ago I dislocated my arm playing tennis.

BCBS called to ask me a litany of questions including:

WAS THIS AN ACCIDENT?

Re: How long does it take

kivah — Thu, 20 Jul 2017 02:43:54 GMT

When I wanted to change insurance agents, I googled insurance companies in my area. Then I went to Yelp to read reviews. I like having an agent because he/she can check out many insurance companies and get me the best rates. When I email my insurance agent - of several years --- he responds in a NY Minute. I don't have to speak to people who don't know my situation.I also referred him to a neighbor and she also likes him.

Re: How long does it take

Ms tyrion2 — Thu, 20 Jul 2017 03:10:45 GMT

@Big Sister wrote:
I predict it will only get worse. Take a good look at the younger people today, most of whom don't really want to work but feel entitled. They might have graduated from HS but can't read and comprehend well, can't spell well, and some can't do simple math. Many of them are on drugs.

I feel lucky if I can get someone on the phone who speaks English and understands what I am asking.

You cannot be serious.

I recently saw a chart indicating that opioid addiction is increasing for those over 60.

There is ample evidence on this board of a lack of spelling and grammar skills and the demographic here is certainly not "young".

If the young feel "entitled" It is the fault of the parents who are probably close to the ages of the demographic here.

Re: How long does it take

JaneMarple — Thu, 20 Jul 2017 03:23:16 GMT

@Ms tyrion2 wrote:
@Big Sister wrote:
I predict it will only get worse. Take a good look at the younger people today, most of whom don't really want to work but feel entitled. They might have graduated from HS but can't read and comprehend well, can't spell well, and some can't do simple math. Many of them are on drugs.

I feel lucky if I can get someone on the phone who speaks English and understands what I am asking.

You cannot be serious.
I recently saw a chart indicating that opioid addiction is increasing for those over 60.

There is ample evidence on this board of a lack of spelling and grammar skills and the demographic here is certainly not "young".

If the young feel "entitled" It is the fault of the parents who are probably close to the ages of the demographic here.

YES to all of the above!

Re: How long does it take

Lindsays Grandma — Thu, 20 Jul 2017 05:50:37 GMT

@excpa wrote:
to find an intelligent person to deal with?
I spent 3 days on the phone trying to find someone to change my insurance coverage. While I was waiting for a call-back (within 10 minutes was actually closer to an hour) I had plenty of time to research other insurance companies. By then, it had become a challenge. I made several more calls to my current company and, finally, got connected to the one intelligent person in the company. She spoke clearly and at a reasonable rate. She understood what I was trying to do. And, best of all, she took care of it and confirmed that it had been done. Every company has one of these, but rarely more than one. All the others seem to read from a script and do not respond well when asked to deviate from that script. (Script: How many children are living in the home? Answer: None Script: What are their ages? )
I'm glad I'm old so I won't have to deal with this much longer.

Howv old is so old you won't have to deal with this much longer? Hmmm, are you planning on going somewhere or leaving any time soon?

Re: How long does it take

Hippiified — Thu, 20 Jul 2017 06:20:49 GMT

@Big Sister wrote:
Many people don't know this, but you can ask for someone in the US to handle you call. I did this just the other day.

Call center emloyees may speak English but the accent is too strong to really understand them.

Yes, I do that all the time. It's the law.

Re: How long does it take

Hippiified — Thu, 20 Jul 2017 06:26:23 GMT

@Big Sister wrote:
I predict it will only get worse. Take a good look at the younger people today, most of whom don't really want to work but feel entitled. They might have graduated from HS but can't read and comprehend well, can't spell well, and some can't do simple math. Many of them are on drugs.

I feel lucky if I can get someone on the phone who speaks English and understands what I am asking.

That doesn't sound like any of the young people that I know.

Re: How long does it take

CelticCrafter — Thu, 20 Jul 2017 09:25:51 GMT

It's not only phone service.

I have neighbors across the street that was having problems with their air conditioner and the service company showed up 6 times in less than 2 weeks.

The last time they showed up they also sent a supervisor with the service tech. Seems as though it may be fixed as no one has been back in a week now.

Re: How long does it take

Dash — Thu, 20 Jul 2017 11:00:22 GMT

@Drythe wrote:

A year of two ago I dislocated my arm playing tennis.

BCBS called to ask me a litany of questions including:

WAS THIS AN ACCIDENT?

Not such a dumb question. Sometimes joints can be dislocated without an accident. My son has "loose ligaments" and has dislocated his shoulder and other joints without being involved in an accident. It just happens.

But, I see your point, most dislocations are caused by force in an accident. The question was asked to determine subrogation rights. So, the better question might be to ask the type of accident and where it occurred. If a car accident, at a place of business or someone's house, then there might be subrogation rights. The questions are asked to determine what other insurance might be available and whether you have a potential claim against someone for your injuries.

Re: How long does it take

excpa — Thu, 20 Jul 2017 13:26:25 GMT

@Lindsays Grandma Pushing 80, hard.