Community Chat

[on the bay]

I hope it's not just me.

I find I am explaining the problem or question and no matter how many times I repeat it, the answer is just a pat answer as if they are reading from a page that doesn't in any way answer the question!

Once in a blue moon I get someone who actually understands and helps! I had this experience the last few days with after about 6 or 7 calls I got someone who was really knowledgable about how to figure out a stupid website and figuring out how to fix a complicated problem! I could have cried from relief and gratitude and I told her that.

I think people are hired who have limited knowledge and just are given a script to read.

That and getting past the horrible automated voice that repeats I can help you and clearly it doesn't so I am finally yelling over and over "representative"! or "let me speak to a human being!" so by the time I get to a poor live person I am so

frustrated I am trying very hard not to take it out on that real person!

And when they say can I help you with anything else, I make sure to mention to adjust their automated voice and make it easier to speak to a live person. And hitting 0 doesn't seem to be an option anymore as it will say that is not an option.

I just hate things like this and am so glad when I am not having to deal with stuff like this and finally get it solved.

Whew! Ok vent over ,now onto Christmas movies!

[MaverDaver]

I do all the time. It's very difficult to find someone who understands your issue AND can resolve it. Oh yeah, those menus -- I believe they do it just to p*ss us off and give up.

My dog recently had a medical issue and was hospitalized overnight. On Dec. 11th I called the emergency vet and asked them to e-mail his records and bill to my pet insurance company. I also called my vet and asked the same of them. Guess what -- just checked and neither has done so. 

Will be making the second round of calls come Monday morning.

IT'S HARD TO FIND GOOD HELP THESE DAYS.

[on the bay]

@MaverDaver,

Yes! It shouldn't be that way!

I hope it gets straightened out on Monday!

Tell them, "Do you know who you are talking too?!"

They will wonder

[Tori3569]

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@on the bay wrote:

@MaverDaver,

Yes! It shouldn't be that way!

I hope it gets straightened out on Monday!

Tell them, "Do you know who you are talking too?!"

They will wonder

---

Well, that definitely wouldn't work.  Vet offices are very chaotic at times and admin tasks often have to be delayed.  

[TheWanderingOne]

I am so fed up with "cut and paste from a script" customer service that I could scream!

Delta Air Lines has 2 venues that they direct customers to for support - their X feed and a messaging feature thru their app. Both start out with bots, which are unable to comprehend the simplest of tasks - thankfully most travelers can figure out how to execute those things themselves. When you insist on a "real human", you get an offshored contract employee who doesn't speak English, and doesn't really need to because they just grab prompts from their script and paste the response. It's horrible. When I call the medallion line, I do get thru right away, but maybe only 10% of the time do I get a rep who will actually listen. There have been numerous complaints about it, but the airline doesn't care.

The same thing with American Express. They no longer have fluent English speaking, US based customer service. Just offshored contractors who pick and choose from a script. It's infuriating. 

[CelticCrafter]

Most times they don't understand or care to understand.

We are dealing with a carpet installation issue and have told the schedulers DO NOT send the same the crew back and who have we seen walking up the driveway 3 times.

I guess TPTB figured they already paid the crew and they aren't sending someone else because they don't want to pay someone to do it right.

There are times when they have to bite the bullet...

[Marsha2003]

Oh, I agree with the frustration.  I was dealing with ATT for hours last week.  I'm not exaggerating.  They have call centers in the USA, but to get to one of those is almost impossible.  As you said, you get an offshore representative who can only read from a script.  That's fine if you have a common problem, but if your problem is complicated and uncommon, you cannot get help.  I can't tell you how many times I would just hang up and call back trying to get someone who could actually help me.

It took three in-person service calls multiple hours each time at my house to resolve the problem.  After each visit, I had to go through the whole rigamarole again to get the next service person out and they STILL haven't buried the cable after two weeks.

For a few days, calling and dealing with ATT was my full-time job.

[on the bay]

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@Tori3569 wrote:

---

@on the bay wrote:

@MaverDaver,

Yes! It shouldn't be that way!

I hope it gets straightened out on Monday!

Tell them, "Do you know who you are talking too?!"

They will wonder

---

Well, that definitely wouldn't work.  Vet offices are very chaotic at times and admin tasks often have to be delayed.  

---

@Tori3569,

I know, I was just kidding. I often think of that though. I have a well known relative and laugh with them while saying this.

[on the bay]

@TheWanderingOne,Exactly! Everything you said.

I know it used to be if you asked to speak to someone from America they would transfer you, but I bet that doesn't work everywhere anymore.

[San Antonio Gal]

I despise having to call customer service with any company these days.  It's so frustrating.