When dealing with a real person on the phone, you have a few options that may or may not be in your best interest. Many companies have opted to outsource, so you are not sure whom you will get on the phone and language barriers do not help. Other times, you receive a voicemail and you just have to pray you will receive a call back. Or, the classic, getting someone on the phone that does not really care about you or your problem. It’s just eight hours and a paycheck at the end of the week for them.
You can call the automated support line and deal with pushing buttons until you get carpal tunnel or disconnected. I called a company once to deal with an issue I was having. They had just introduced their IVRS (Interactive Voice Response System). Oh, the joy! I was instructed to speak my commands or use my keypad on my phone. There was no option to speak with a customer service representative at all. I spoke and pushed and was then given an email address to send my request if my questions or problems had not been solved.
I sent an email to the address, more fun here! I was not allowed to send more than one request and had to wait at least 48 hours for a response. That was it. They were done with me and I still did not have my problem solved. I understand moving along with the times and the efficiency of automation, yet, I still question the lack for full supported customer service.
Companies rely on customers. We all, at some point, are, or will be a customer. We deserve then, especially after spending the money that we have spent on gadgets and other services, to receive the best that company has to offer. I know it may not always be easy. People are people and won’t always be having a good day, but just who should suffer for that? If I just spent $200 on a Kindle and I am having a problem downloading something, the last thing I want to hear is, “Did you go to our website?”