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@REPLYADDR The Real Bev <bashley101@gmail.com>
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On 9/30/23 1:08 PM, VanguardLH wrote:
> The Real Bev <
bashley101@gmail.com> wrote:
>
>> I will have to deal with their Customer Service function in one way or
>> another. I have found that people who say that my call is important
>> to them are lying through their teeth. If I had to do it I would
>> probably regard the investment of an hour of my time as the price I
>> have to pay.
>
> Just an hour? I`ve too often been on the phone well over 4 hours trying
> to get them to resolve a problem.
>
> First-level techs answering incoming support calls are keen on reciting
> canned replies from a database. They throw some keywords at the
> database to get a list of candidate responses. Often they`ll have you
> do actions that you already performed before calling them. Desite you
> telling them that you did that, they`ll still want to read to you their
> canned responses. Often I pretend that I did what they wanted: they say
> to do what I`ve already done, I pause as though I was doing it, and then
> say that didn`t work, and they move on to their next canned response.
> Eventually when it becomes clear that they`ve ran out of canned
> responses, I use the special trigger word: escalate. No matter how long
> you discuss the problem, they won`t release it, but they are also under
> pressure to handle as many calls as possible, so they want to move onto
> the next call.
>
> State you want to ESCALATE the issue to a higher tier of tech support,
> and ask if they`ll give you an issue ticket number, so if you call later
> you can refer to the ticket number to avoid the rigamarole of going
> through 1st level techs again. Saying "escalate" triggers them to end
> the call after issuing a ticket to send to higher support. Sometimes
> the call ends at that point, and you wait for higher support to call you
> back, or you get redirected to another department, but be sure if
> redirected that you get the name of that higher support department, and
> possible what number to call to reach them directly. If the redirection
> fails (you get disconnected), you have a number to reach that department
> instead of having to go through 1st level support again.
this is the BEST outcome. "Average" outcome is somewhat different.
"Elevate" also seems to work. I do that after their first wrong/stupid
attempt. The phrase "next tier" is sometimes helpful.
The `chat` functions are kind of worse because if you move to a
different tab/screen the bastards will probably kick you off for
non-responsiveness.
The real killer -- "Let me put you on hold..." and the dial tone kicks in.
--
Cheers, Bev
"Look again at that dot. That`s here. That`s home. That`s us. On
it everyone you love, everyone you know, everyone you ever heard of,
every human being who ever was, lived out their lives." -- Carl Sagan
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