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| I *HATE* unannounced transfers! |
by radiowave911 |
2005-02-28 20:07:27 |
My wife came downstairs about an hour ago..."You didn't tell me that you had your number down here disconnected" When I transferred my POTS line I had down here I asked that my existing Vonage number be kept as a virtual number, as I had given it out to a number of people. That is the number she tried. I checked my account and it wasn't listed, but my last statement showed a charge for it though 3/13! I called tech support, got someone who barely speaks english, who tells me he has to put me on hold to check the account. After sitting on hold in what is obviously another queue for at least 10 more minutes, someone in Customer service answers. At least I didn't spend as long in queue as I did in the first place (call time has now exceeded the 1 hour mark - I've spoken with a live person maybe 10 minutes total).
2 Things - I don't care if you outsource your call centers (well, actually, I do, but that's a whole other thing), make sure the people answering the calls for your US based business can speak english clearly! Second, if you are the person taking the call and you need to transfer the caller to another department, say so! I don't mind that I chose the wrong options on your IVR as much as being transferred without being told that I am going into yet another queue! Comeon the line and say something like "I will have to transfer you to customer service to get this corrected, please hold while I make that transfer". How hard is that? At least the customer service guy I got was able to take care of the problem for me. My number should be back in 24 to 48 hours. He also credited me for an entire month of service...all I have to pay next month are the taxes.
</rant>
Note that I am not picking on non-english speaking peoples, just those that man call centers for english speaking customers. I would have the same problem were I, say, spanish and had to deal with an english speaking person that did not speak spanish very well at the end of a spanish tech support number for a spanish company. |
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[ Reply ] |
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well... | by bastetsmuse | 2005-02-28 20:36:34 |
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What's customer service? | by jmaxsohmer | 2005-02-28 20:41:39 |
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