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Originally Posted by Cyber Wolf
my BIGGEST gripe is the people who call the 800 numbers and just assume they're talking to someone who's working at that company and in that company's building.
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Far be it from me to sympathise with the (L)users, but I can't help but be on the customer's side on this one. I get OH SO SICK of calling people to deal with something, only to find I'm in fact talking to someone else.
Me: Hi, is that ACME, Inc?
CS Agent: Hi, yeah. My name's Steve. How can I help you?
Me: Well, I've got a question about such-and-such a service. I ordered it, and it seems to have arrived, but it's not quite X or Y.
CS Agent: Ah, right. Yeah. We've heard that a lot.
Me: Oh. Okay.. well, what's the answer?
CS Agent: I'm really not sure.
Me: Ohhkay. Could you possibly ask someone else?
CS Agent: No, I'm sorry, I can't.
(20 minutes go by)
CS Agent: I don't actually work for ACME Inc. I'm in a different building, in a different part of the country. I'm afraid I can't walk over to Tech Support and ask them for you, and I can't put you through.
Now, maybe I'm being unreasonably picky here, but I didn't
choose to call CSC-co, and I
did try to call ACME Inc. I don't think it's wholly unreasonable to expect that when I call a company on the number they advertise, I'll get someone who actually works for them. Or, at the very least, someone who knows someone who actually works for them. Or even, failing that, someone who knows a phone number for someone who actually works for them and can put me through or make a call on my behalf.
It's like my bank; I call my branch on an 0870 number. For the 'merkins among us, that's a number which is long-distance (but domestic) no matter where in the country you dial from. I'm ringing my branch because I'd like to speak to them about something related to my account. Which is held at that branch. Still with me?
So
why, oh why would my bank think I'd like to talk to some central call centre, then? I specifically went to the trouble of looking up my local branch's number. And then, to add insult to injury, the call centre people can't do certain stuff. They have to connect me - get this - to my branch.
Am I so unreasonable?
Kev