Does anyone else suffer through the ecxcruciating pain of navigating the convoluted maze of getting a real human to solve a telecommunication problem?
In my neck of the woods, I thought I discovered the painless method to bypass the lengthy wait on the phone to solve a problem with the phone bill. My secret shortcut was the online “chat” room with a human agent.
It used to be so quick. No queues. No one else in line. Now, I get a Robot.
Robot: Hello. How may I help you today?
Me: I’d like a real live person please.
Robot: I can help you.
Me: I’d like a real live person, please.
Robot: Do you mean an Agent?
Me: Yes.
Robot: I can help.
Me: No, I need an Agent.
Robot: Is it in regards to phone, TV or other technical problems?
Me: An Agent for Account Management.
Robot: I can direct you to an Agent regarding phone, TV or other technical problems.
Me: An Agent.
Robot: Would that be “Chat Online” or “Return Phone call?”
Me: Chat
Robot: One moment please. I will transfer you to an Agent. You are now 24th in the queue.
By the time I was connected to an Agent, I liked to think I was helping a trainee in dealing with human relation problems online. He/She felt good at helping me and I felt good offering training experience.
Not all the agents were trainees, but most seem to use that useful catchall phrase, “Let me consult with my colleague about this unique problem. ” As if my bill with the incorrect balance of a couple of extra zeroes was most unusual. To me, my bill made perfect sense in the hands of a vengeful robot who resented my request for a re al live Agent each time I called.
To be honest, there wouldn’t be any problems if my Hubby hadn’t called “Technical Assistance” for help in adding a second email address for himself. It seemed such a simple request except that trainee managed to remove the entire email program and decided to call it a day, leaving his colleague to fix the problem tomorrow.
After that nightmare was resolved the next morning, Hubby and I agreed that technology sucked big-time. However, the nightmare persisted in that our corrected online phone bill arrived under Hubby’s new email which he quickly forwarded to mine. Unfortunately I could no longer access the billing statement as it was now under Hubby’s new email and passcode.
So, that’s why I’m dealing with that vengeful robot again and waiting for a real human. . . again.
chocofigbee 
I hear you! These automated systems are THE WORST! Honestly, there have been times I have wanted to take both the computer and phone and throw them out the window. With one company, I finally found out who was in charge of their customer service and wrote them a not-very-nice email! Surprise of surprises, a. real human actually wrote back with a direct line to call them and we got the issue resolved. But what a headache. All I can say is this is why we need chocolate. And lots of if! Hang in there!
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Definitely drives a nice sane person in search of dark chocolates and mini-donuts! Wow–a real human wrote you back. Maybe I should try that too. Many thanks for dropping in and commenting Barbara. Always great to hear from you. . . . 🙂
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I hate dealing with the tech end of things. Even my son who is my tech support, hates it. Getting a human on the phone is something they are trying to eliminate.
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I’m always grateful when I actually get a human voice, but with technology so advanced, even then, are we truly getting a human voice or is it clever AI? Thank you for your comment, Marlene. . . 🙂
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