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Out of the Blue

An issue on the server end of my email popped up last night, and I got to spend 20 minutes listening to prerecorded messages from Network Solutions offering all sorts of helpful "did you know?" tidbits, none of which included the fact that the outage I was reporting was apparently system-wide (even though it was only impacting one of my email addresses). At least the woman who I finally spoke with assured me they were working on it. But as comforting as that sounded, I was met with the same outage this morning, so I dug out a "gold VIP" contact email they sent me at one point to thank me for being a loyal customer for over 15 years to try and cut through some red tape. Sure enough, this got me someone on the phone immediately, who then informed me that he was in sales, and he could transfer me to the tech support department, which now has an extended wait (since if it is still a system-wide outage they are informing customers one at a time). Apparently I'm only a VIP when I'm buying something from them: After that I'm just another blinking light looking to waste their valuable time. After an hour I finally got someone to clear up the error, but I seem to be missing emails, and was unable to phrase my question about this in a form my technical support person was able to understand with her somewhat limited grasp on English. Ever notice it's customer service experiences like this that are *never* followed by one of those brief surveys to let them know how they're doing?

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12. Re: Out of the Blue Aug 7, 2012, 14:39 NegaDeath
 
About 5 years ago I worked in a support call centre for the old Cingular wireless in the US. The job was horrible, absolutely soul crushing. Going off script gets you in trouble. All customer questions had to be entered into their slow as molasses database, no exceptions. Even if you know the answer if they didn't see your mouse open it you got dinged marks (yes they remotely record the screen as well as the call). Training was kept minimal. I remember when the iphone first came out, the training session to explain the new systems JUST for that phone were woefully insufficient. Most of just prayed we didn't get a call from an iphone customer. Ultimately your reduced to an automaton designed to warm a chair.

I try to keep that experience in mind when dealing with annoying support departments. Certainly there are bad people out there but the majority of issues are going to be the managers designing the system, not the end rep. Hell I even feel sorry for them.
 
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