I can’t decide exactly where this punch needs to be placed, but in these posts, I think I’ll prefer to be more inclusive than exclusive. So in this case, I’ll tag punch number two for both Verizon Wireless, and for people who answer technical support lines for a living (and let’s not forget about those people that designed said techinical support system).
Backstory: I needed to switch telephone service from Melissa’s old phone to a newer one that we bought via Ebay, because her old one’s hinge failed. So I called verizon to switch her line from her broken phone to the newer one.
First call: Five minutes on hold, answered by a woman. I explain what I want. She puts me on hold. Fifteen minutes later, a different woman answers, as though the first woman did not exist. I re-explain my problem to woman #2. She makes the whole thing entirely more complex than it needs to be, and refers me to another number I need to call to accomplish want I want (side note: I realize that these people are trained to speak to the lowest common denominator (ie – they can grunt and screech ape-speak), but perhaps *someone* out there in tech-support land would consider *my* level of expertiese before boiling everything down into soft, chewable language that isn’t correct?).
Second call: Spent about three minutes “talking” to an automated system, which could not help me. Then spent 20 minutes on hold, waiting for a person. Then I gave up and went to work.
Third call: Spent another fifteen minutes on hold (while I was working… Being on hold requires no attention), then talked to a dude. He swapped the service around for me in about five minutes, and I was done. I mentioned my problems to him, he promised to let his manager know (which I know is likely a fruitless exercise, but I tried) and that was it.
So there you have it. About 70 minutes spent on the phone for something that I should be able to do automatically from any touch-tone phone, in two minutes.
What do you think? Who deserves this punch in the face more? The tele-help system (which is designed to prevent customers from being helped?) or the first two slack-jawed Verizon employees that couldn’t accomplish this relatively minor task?