Rant for today

Avatard · 01-05-2010, 03:27 PM

Why do I have to enter my account number into my phone to proceed to the next menu, or speak to a representative, if they will only ask me for the same info again? This probably amounts to literally thousands of man hours wasted each year, and yet every time I ask why, the answer is invariably the same:

"It's a new computer system, and we just don't have that information available to us at this time".

Oh really?

/rant

MILK · 01-05-2010, 03:29 PM

Quote:

Originally Posted by Avatard

Why do I have to enter my account number into my phone to proceed to the next menu, or speak to a representative, if they will only ask me for the same info again? This probably amounts to literally thousands of man hours wasted each year, and yet every time I ask why, the answer is invariably the same:

"It's a new computer system, and we just don't have that information available to us at this time".

Oh really?

/rant

If I call a company that has voice recognition I just speak gibberish into the phone until a 'representative' comes on the line. It's fun to cuss at them too, "I'm sorry, I didn't recognize that.."

Rider · 01-05-2010, 03:35 PM

Automated phone systems FTL. Why the fuck do I need to dial one for English? And please when someone does pick up the phone please speak English as well.

Kaneman · 01-05-2010, 08:26 PM

There is not much that pisses me off more and faster than dealing with an automated phone system. First of all, it is insulting, period. Secondly I'm so infuriated by the time that I get to a phone rep I'm liable to track them down and Dexter them when they ask me for my account number.

YOU FUCKING WHORE, I'VE ALREADY ENTERED MY ACCOUNT NUMBER 20 GODDAMN TIMES. If ever there was an excuse to skull fuck someone to death the automated phone service is it. I absolutely dread calling any large company for support, payment or anything else. God, just thinking about it makes me want to eat someone's throat for dinner.

Oh, and the speaking gibberish thing might get you to a rep...or it might get you hung up on by the automated system.

I've been a phone rep before, so I've been on the other side...and dealing with an automated system still makes me want to kill someone.

marko138 · 01-05-2010, 03:36 PM

Yeah, that pisses me off too. Don't waste my time.

Captain Morgan · 01-05-2010, 04:07 PM

I will agree. However, having worked the other end of it, I can speak from experience and say that we had no idea why you were calling. The automated system routes you to someone best able to handle your call (or at least it should) and the rep on the phone simply sees your account on the screen when the call comes in. We always asked for your account number because we had no clue who you were. For all we know, you could have punched a bunch of random numbers into the screen. That said, I would always try to ask your NAME. If the name was the same as the one on the screen and you had multiple accounts, I'd ask which account you wanted to talk about.

We had certain things we had to verify to make sure we were talking to the account owner, but sometimes it helped to ask the account number just to hear how the person answered. We could look at how long the account had been opened and get an idea if they were who they said they were. If some guy called me who'd had his account for 15 years, but had to read the account number off a piece of paper, something would seem fishy and I'd press for more info than was just required. It was just simply one of the things I did, but wasn't necessary for the job.

But I agree, it is annoying to punch your number into the phone, only to have the person ask you what the number was. And yes, sometimes the systems would not populate your account on the screen, but I always let the person know that when asking for the number by saying, "I'm sorry, but your account didn't come up when you called in. Could you tell me your account number so I can bring it up, please?"

marko138 · 01-05-2010, 04:08 PM

Quote:

Originally Posted by Captain Morgan

I will agree. However, having worked the other end of it, I can speak from experience and say that we had no idea why you were calling. The automated system routes you to someone best able to handle your call (or at least it should) and the rep on the phone simply sees your account on the screen when the call comes in. We always asked for your account number because we had no clue who you were. For all we know, you could have punched a bunch of random numbers into the screen. That said, I would always try to ask your NAME. If the name was the same as the one on the screen and you had multiple accounts, I'd ask which account you wanted to talk about.

We had certain things we had to verify to make sure we were talking to the account owner, but sometimes it helped to ask the account number just to hear how the person answered. We could look at how long the account had been opened and get an idea if they were who they said they were. If some guy called me who'd had his account for 15 years, but had to read the account number off a piece of paper, something would seem fishy and I'd press for more info than was just required. It was just simply one of the things I did, but wasn't necessary for the job.

But I agree, it is annoying to punch your number into the phone, only to have the person ask you what the number was. And yes, sometimes the systems would not populate your account on the screen, but I always let the person know that when asking for the number by saying, "I'm sorry, but your account didn't come up when you called in. Could you tell me your account number so I can bring it up, please?"

Never thought about that. Makes sense, but still annoying.

wildchild · 01-05-2010, 05:11 PM

Quote:

Originally Posted by Captain Morgan

I will agree. However, having worked the other end of it, I can speak from experience and say that we had no idea why you were calling. The automated system routes you to someone best able to handle your call (or at least it should) and the rep on the phone simply sees your account on the screen when the call comes in. We always asked for your account number because we had no clue who you were. For all we know, you could have punched a bunch of random numbers into the screen. That said, I would always try to ask your NAME. If the name was the same as the one on the screen and you had multiple accounts, I'd ask which account you wanted to talk about.

We had certain things we had to verify to make sure we were talking to the account owner, but sometimes it helped to ask the account number just to hear how the person answered. We could look at how long the account had been opened and get an idea if they were who they said they were. If some guy called me who'd had his account for 15 years, but had to read the account number off a piece of paper, something would seem fishy and I'd press for more info than was just required. It was just simply one of the things I did, but wasn't necessary for the job.

But I agree, it is annoying to punch your number into the phone, only to have the person ask you what the number was. And yes, sometimes the systems would not populate your account on the screen, but I always let the person know that when asking for the number by saying, "I'm sorry, but your account didn't come up when you called in. Could you tell me your account number so I can bring it up, please?"

that all makes sense EXCEPT i don't care how long i have a cell phone account i will always have to read the number off of the bill or whatever. probably why it takes them a bit to believe it's me when i call in. LOL

marko138 · 01-05-2010, 05:13 PM

Quote:

Originally Posted by wildchild

that all makes sense EXCEPT i don't care how long i have a cell phone account i will always have to read the number off of the bill or whatever. probably why it takes them a bit to believe it's me when i call in. LOL

Yeah, there are very few account numbers I have memorized. Bank account is about it.

z06boy · 01-05-2010, 05:17 PM

I hate that crap too and then have to verify address...blah...blah...blah when I'm just calling to ask a simple question about something.

I understand about establishing ownership of the account but it's still annoying as feck.

01-05-2010, 03:27 PM	#1
Avatard Crotch Rocket Curmudgeon Join Date: Nov 2008 Location: Here to integrity Moto: Li'l red baby Ninja Posts: 7,482	Rant for today Why do I have to enter my account number into my phone to proceed to the next menu, or speak to a representative, if they will only ask me for the same info again? This probably amounts to literally thousands of man hours wasted each year, and yet every time I ask why, the answer is invariably the same: "It's a new computer system, and we just don't have that information available to us at this time". Oh really? /rant __________________ Insert free thought here.

01-05-2010, 08:26 PM	#4
Kaneman AMA Supersport Join Date: Nov 2008 Location: Odessa, TX Moto: 2000 Honda CBR1100XX Blackbird Posts: 4,931	There is not much that pisses me off more and faster than dealing with an automated phone system. First of all, it is insulting, period. Secondly I'm so infuriated by the time that I get to a phone rep I'm liable to track them down and Dexter them when they ask me for my account number. YOU FUCKING WHORE, I'VE ALREADY ENTERED MY ACCOUNT NUMBER 20 GODDAMN TIMES. If ever there was an excuse to skull fuck someone to death the automated phone service is it. I absolutely dread calling any large company for support, payment or anything else. God, just thinking about it makes me want to eat someone's throat for dinner. Oh, and the speaking gibberish thing might get you to a rep...or it might get you hung up on by the automated system. I've been a phone rep before, so I've been on the other side...and dealing with an automated system still makes me want to kill someone. __________________ 1982 Honda XR80 - blown motor, 1993 Kawasaki ZX6D - sold, 2001 Suzuki Bandit 1200S - sold, 1984 Honda Magna - sold, 2001 Kawasaki ZRX1200R - blown motor, 2007 Suzuki DL1000 V-Strom - totalled, 2003 Yamaha FZ1 - sold, 1994 Honda Magna - sold, 2001 Honda CBR600F4i - sold, 1998 Suzuki DR350 - stolen, 1989 Honda Super Magna - sold, 2007 Yamaha Stratoliner, 2000 Honda CBR 1100XX Blackbird Last edited by Kaneman; 01-05-2010 at 08:28 PM..

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01-05-2010, 03:35 PM	#3
Rider Moto GP Star Join Date: Feb 2008 Posts: 12,156	Automated phone systems FTL. Why the fuck do I need to dial one for English? And please when someone does pick up the phone please speak English as well.

01-05-2010, 04:07 PM	#6
Captain Morgan Let's do another U-turn Join Date: Feb 2008 Location: Indiana Moto: 2009 V-Strom Posts: 3,816	I will agree. However, having worked the other end of it, I can speak from experience and say that we had no idea why you were calling. The automated system routes you to someone best able to handle your call (or at least it should) and the rep on the phone simply sees your account on the screen when the call comes in. We always asked for your account number because we had no clue who you were. For all we know, you could have punched a bunch of random numbers into the screen. That said, I would always try to ask your NAME. If the name was the same as the one on the screen and you had multiple accounts, I'd ask which account you wanted to talk about. We had certain things we had to verify to make sure we were talking to the account owner, but sometimes it helped to ask the account number just to hear how the person answered. We could look at how long the account had been opened and get an idea if they were who they said they were. If some guy called me who'd had his account for 15 years, but had to read the account number off a piece of paper, something would seem fishy and I'd press for more info than was just required. It was just simply one of the things I did, but wasn't necessary for the job. But I agree, it is annoying to punch your number into the phone, only to have the person ask you what the number was. And yes, sometimes the systems would not populate your account on the screen, but I always let the person know that when asking for the number by saying, "I'm sorry, but your account didn't come up when you called in. Could you tell me your account number so I can bring it up, please?"

01-05-2010, 05:17 PM	#10
z06boy Letzroll Join Date: Feb 2008 Location: Lake Norman area, NC Moto: 07 Red R1 & 07 Blue R6 Posts: 5,265	I hate that crap too and then have to verify address...blah...blah...blah when I'm just calling to ask a simple question about something. I understand about establishing ownership of the account but it's still annoying as feck.