Talking to Robots-How Do You Feel About It?

The first option I hear to get to a real person is the one I choose. It is usually the wrong department but they always transfer me to the correct one. This bypasses the maze of automated responses.

Also, I often ask to talk to a supervisor if my problem is not being handled in a prompt manner.

I bought a new computer a few months ago and had a question about some of the hardware. I called up customer service and got some non-english speaking person who was a very dim bulb. He just kept repeating the same thing over and over without ever answering my question. Then he would put me on hold for 10 minutes come back and say the same thing.

I got fed up and asked to talk to his supervisor. Once he got on the phone he answered my question within one minute. After that I almost always immediately ask for a supervisor.

jpinMilwaukee- That was my experience, just yesterday. Another advantage of asking for a supervisor is that often he/she has more flexibility in dealing with problems that are a little bit off the beaten path.

The problem is though, that sometimes the first line clerks have been told not to refer to a supervisor. That can be very frustrating.

"Your call is very important to us....."

You have a legitimate reason to be angry. Most of the phone robots I have encountered actually do constitute bad service. In the 21st century, most vendors try to make life as easy as possible for themselves by making it considerably less convenient for you, and you do have a right to complain. Don't let them propagate the lie that anyone who doesn't like it is a troublemaker.

I like the robot sometimes. Because sometimes you can resolve your issue without talking to someone. But they need to have that button to push to direct you to someone during the first menu. Because sometimes, I just need to talk to someone!!!!!

I hate the robots

They also usually have more flexibility in solving the problem. Whenever price/quality issues arise, I always ask for a supervisor. The first defense usually tells you that they can't do anything about price or maybe offer a small discount. The supervisors usually have much more leeway when it comes to pleasing customers.

My wife, before we were married, got a new cell phone. A couple of weeks later somebody rear ended her while she was stopped at a light. When she tried to use her cell phone, in town, she could not get any service. The purpose of the cell phone was for situations just like this and the thing wouldn't work.

When she tried returning the phone they charged her a 200 dollar cancelation fee which she felt she shouldn't have to pay. She made call after call after call and got all the way up to the VP of Customer Relations before she got what she wanted. They not only cancelled the $200 cancellation fee but even returned her money that she paid for the short amount of time that she had their service.

Brandon- Not only less convenient, but much more complicated. I consider myself a pretty sharp person, but I often find the menus ans sub-menus mind boggling. I really get angry, when the robot goes through the menu choices, I don't find one which suits my situation, and I am then prompted "to return to the main manu".

Often I get the feeling that the company thinks, that if they can make things complicated enough, some of the callers will give up and go away, which is what probably happens.

I had an interesting experience a few days ago. I had to call a health insurance company about two separate issues, one a customer service issue about myself, and an issue about purchasing a policy for my mother.

Guess which call brought a human being on the phone instantly?

Don't talk to robots!

One day they shall--and I've been saying this since 1981, though I was only two years-old at the time--one day they shall RULE THE WORLD!

just call the 800 number and DONT enter an option.

the robot, 9 times out of 10 , passes you to a LIVE person to helpyou through the robot maze. hehe

Talking to robots
Quite often hitting the 0 button 3 or 4 times will get you a human. Of course, sometimes it just gets you a different menu, and sometimes it simply gets you cut off altogether.

There is a new book out by Lynne Truss called "Talk to the Hand". It's about rudeness (it's not an etiquette book, but a series of essays) and one chapter is devoted to exactly the telephone menu tree sort of thing. It's hilarious, and right on target.

BTW - what do you all feel about robots that say "Great!" in a perky female voice after you've entered the information it requires? Can't they simply say "thank you", just for feedback, without the fakery? I put that "Great!" right up there with "My name is X and I'll be your server tonight" for pure irritation.

And what about the New Age music twangling along in the background?

Lovely opportunity to vent!

Generally, I don't like dealing with automated phone menu messages, but the exceptions are when I'm paying bills over the phone with a credit card. There's 2 or 3 that I do that way. No line-up.

A few months ago, our local phone company changed over from the menu message thing to a voice recognition service. Wow, that can be even more bloody annoying than the above!

If you don't speak clearly or loudly enough, the "voice" becomes befuddled. How the heck would it work if you've got an accent or twank in your own voice?

Sometimes it's just easier to keep with what you've got.