Posted on: December 19, 2008 9:36 am
 

Issue #1

As I get older, I am finding that progress is not always a good thing.  The list of pet peeves is growing.  Maybe it is me, but I think we as Americans and as human beings deserve better.

For example, I have been having a problem with my internet service.  I tried to call to get some assistance and had to go throw 5 minutes of talking to a voice prompter and getting sent to supposedly someone who can help me.  But my call gets routed to INDIA.  No, not Indiana, India.  The person on the other end of the phone doesn't speak fluent English nor does she have a clue what she is talking about.  I am placed on hold three times, abd my cellphone says that call lasted in 57 minutes 32 seconds and I am disconnected from the call with no resolution.  I call back, and I am placed on hold again, only to find out that my call has once again gone to India.  When I asked for someone in the United States to speak to, I am told that there is no one to transfer the call to in America.  So I hang up, I called back the next day at 9am, and guess what, I am directed to India again.  Then they try to transfer back to the United States and I end up in India again with another representative.  WHY?  Are call centers and Customer service positions so hard to fill here in the United States that we have to outsource them to INDIA?  Maybe it is because I deal with a very large Internet provider, Verizon.  But wait, if they are so big, why do they have to outsource to India?  So, to make my ordeal even worse, I have been trying to solve the same problem since September, and everytime I call - no one in India can solve the problem, they try to transfer me - I get disconnected - no one ever calls me back - and I can't get it resolved.  I received a letter yesterday with a new 877 number to call.  I got someone in Texas - in the United States of America and her name was Summer.  I explained my problem to her, she assured me she would be able to help me with the issues I was having.  She asked if she could place me on hold for a few "short moments" and guess what, she transferred me to INDIA.  What is this world coming to.  (And, my problem is still a problem.)  Guess I need a new internet provider. (And as sad as this is, it is true)

What happened to real live people answering phones and directing calls?  Why do we have to talk to voice activated machines or computers to get to talk to people?  Where did the human touch go?  I made a decision recently that I only talk to people.  If they can't answer the phone, I just stay on the line, pretending that I do not have a touch tone phone and wait for a person.  Then, I call and the computer answering machine says press or say one to be routed to customer service.  So now I can't even get to a human I have to speak to the computer.  In this world of bad customer service, shouldn't a friendly voice answer the call when you are calling for service or to schedule an appointment or to pay a bill?

But wait, now if you want to talk to someone and pay a bill, you have to pay a fee.  But, if you use the automated service, there is no fee.  Really, that should be reversed.  Since people need jobs, we should have automated services to take payments.  If you want to use automated payments, then pay the fee.  If you want a human being, it should be free - and maybe, just maybe, businesses will hire more people and a slight economic stimulus will happen.  More jobs for unemployed people, friendly voices on the other end of phone to help customers, and less machines.  Sounds like a plan to me.

What ever happened to thank you notes?  I haven't received one in about 20 years.  And I miss them.  It is just a little note to acknowledge the receipt of a gift, or a nice gesture, or a job well done.  It would cost about eighty cents to send one - go to the Dollar Store, but a pack, write a short thank you inside, including what you are thanking them for exactly (the gift of a baseball glove that you gave me for my birthday or stopping by to see me when I wasn't feeling well) and a stamp.  It shows someone that you really care.

And, for the last of my thoughtful thoughts, what ever happened to smiling?  What ever happened to just being nice?  Can't we just smile, say hi to people we pass in the mall or in the store. Can't we be pleasant, even if we aren't in the best mood just be kind.  Forcing yourself to be nice may actually improve your mood. 

Thanks for letting me share my thoughts - I would really like you to share some thoughts with me.............

And by the way, MERRY CHRISTMAS AND HAPPY NEW YEAR!

 

Category: General
 
 
 
 
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