DISQUS

Paul Ellis · 1 year ago

Hilarious post Bob! Comcast recently took over my cable/internet service recently (ugh!) and it has been a train wreck. So I had to call them, and their system is really impressive. After making you wait 30 seconds for the system to "find a representative to help me" it would just tell me "I'm sorry all representatives are busy. Try calling later. (click)"

Get this though, I wrote in a complaint on Comcast's website about it, and (gasp) they actually called me about it. I wasn't home, so I'll have to call them back to see what they say.

Bob Caswell · 1 year ago

Thanks, Paul. Whatever happens, you have to report on what type of phone system Comcast uses for the phone number they left you for people calling to complain about phone systems...

Paul Ellis · 1 year ago

Yeah, I'll report back. The number they left is a local number, but it could still be redirected to a machine.

Adam Sorensen · 1 year ago

I love it, Bob.
You are so right. Often I've wanted to reach through the phone lines and smack the person on the other end. Why can't anything be done about this problem.

Bob Caswell · 1 year ago

Adam, good to hear your voice here! My current conspiracy theory that answers the "why" question is that there's a secret club made up of hundreds of the top consumer companies. They meet monthly to make sure no one is doing more than the others. They agreed long ago that they can compete on anything but phone support.

But my theory breaks down, in that, it could be cheaper to fix these problems (it's not hard, people!) than to finance a secret club.

Michelle Forstrom · 1 year ago

Bob,
Ok, can I just say "Ditto!" to all you wrote! I have to deal with this on a daily basis practically and it's nuts. The worst is the "phone support" that never has the option of dealing with a human being--then you're just stuck.

And who came up with the brilliant idea of speaking your choices or info into the phone while the computer tries to "understand" it over the dull roar of your childrden or other background noise.

I do have to say, though, that nothing erases "finance charges"
or gets the free-bees rolling your way like trying to cancel a credit card or service. My favorite line in that conversation would have to be "May I ask why you're canceling this service?"

"No, it's just too personal."

Or if we're Jerry Seinfeld we could always respond-- "Spite. I don't care for the salesman who sold it to me."

Bob Caswell · 1 year ago

Nice, Michelle. I definitely have experienced the "don't go!" response when canceling. Funny too, how canceling is usually not the easiest option to find. It's buried somewhere three levels into the right choice of options...

Heidi Quist · 1 year ago

I'm just finding you now--good to find you! (Do you remember me? Danielle's old roommate?) Anyway--yes, ditto--especially the "our options have change"--I had a temp job at a company and did some airline booking for a DVP and their line had that on it. Six months later, I came back to that temp job and the phone line had the same message. I wondered how long ago those options changed? Anyway, I would also add the language barrier I've too often run into even after I've gotten a real person on the line. They don't use colloquial American and since I'm not a computer guru, it's not at all helpful for me to have them tell me the specific real names of things when they want me to do something. I ranted a little about that on my blog in March, too, curiously enough:

Bob Caswell · 1 year ago

Hi Heidi, nice to hear from you! And, yes, I definitely remember you...
I love how blogging can keep me connected without me having to try very
hard. Interesting points on your phone experiences... I'd love to read
your rant. Feel free to drop a url in a comment or send me an email.