How long does it take

excpa · ‎09-12-2015

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.

Cakers3 · ‎06-17-2015

@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.

"" Compassion is a verb."-Thich Nhat Hanh

millieshops · ‎03-09-2010

@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.

Mominohio · ‎08-08-2010

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.

TenderMercies · ‎06-03-2017

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.

jaxs mom · ‎04-18-2012

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.

Don't Change Your Authenticity for Approval

SXMGirl · ‎07-07-2010

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.

The next time that I hear salt and ice together, it better be in a margarita!

Big Sister · ‎05-15-2010

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.