Detest automated phone systems!!!

[bettymae1121]

I'm a travel agent and a lot of the airlines are going to voice recognition systems. I have to say, the one American has so that I can assign my clients seats works pretty well, it almost always understands me. But generally I have no patience for them, and (with the exception on the American seats line) I just say "agent' and it will transfer me to a live peron. Usually, the only reason I'm calling an airline is because I have a huge mess on my hands that I can't resolve through my own airline ticketing system, a simple voice recognition system isn't going to be able to help me!

 

[DWGal210]

My favorite part is when the pretend person voice says, "We value you as a customer." Ummm, no you don't because if you did you would pay some poor unemployed soul minimum wages to deal with me.

YES!!! I completely agree!! Ticking me off is NOT the way to show you care!

 

[NeverlandClub23]

I actually like automated systems. I'd much rather that then be transferred all over the building, put on hold for 30 minutes, hung up on while being transferred, just trying to get to the right person. Also I think it's easier to choose what my issue/inquiry is than to tell someone who could really care less then rely on them to get me to the right person.

 

[C.Ann]

Wonderful, aren't they? And BC/BS is among the worst.. Thank goodness I don't have to deal with them anymore..

Earlier this week I had to make a call and after I went through a good 12"prompts", I finally got a live person.. But - that person couldn't help me so she had to transfer me from Dept.A to Dept.B.. Dept.B said I had to talk to Dept.A and transferred me back to that woman again.. She said no - I had to speak to Dept.B and transferred me back there again.. This went on for a good 6 times - back and forth - and finally I just hung up..

Called another agency that handles the same matter - a live person answered the phone - and I was all set in a matter of 10 minutes..

All I can say is it's a good thing that I don't let other people get to me anymore or they would have heard me screaming all the way over on the west coast!!

When all was said and done, I actually sat here and had a good laugh over it.. Isn't "technology" wonderful??? Pretty soon you will never be able to speak with a "live" person..

 

[Ephany]

Some systems are set up so that if you hit 00000, they'll hang up on you. Some days at work I can spend the whole day on the phone with various insurance companies and I've had it take over an hour to track down someone who can actually help me. Very, very, very frustrating!

 

[jlima]

Similar thread here:

http://www.disboards.com/showthread.php?p=35264414#post35264414

The last really bad phone system I got stuck in, the magic word was "specialist" rather than representative. Bogus.

 

[kacaju]

I hate those things. I'm another one who gets so frustrated trying to do the voice prompts, I just want to scream!!

 

[DawnCt1]

Great suggestions!! Dawn, thanks for that link - I will for sure use that!!

I also don't understand why some companies won't let you push 0; one place I called said, at the end of all their prompts, to push 7 for a person. 7?!?! How does that make sense?!

Another problem I have is when I reach India. Often there is a communication/language issue. If the person who answers has a particularly heavy accent. I will ask for the Spanish help desk, "mesa de ayuda español, por favor". Your call will be transferred and everyone there will speak perfect English.

 

[LuvOrlando]

Some systems are set up so that if you hit 00000, they'll hang up on you. Some days at work I can spend the whole day on the phone with various insurance companies and I've had it take over an hour to track down someone who can actually help me. Very, very, very frustrating!

I've noticed the current trend for this too. I know the suits think they've outsmarted people like my but the last laugh is on them, I tend to fire the company and stop buying their products or services. No amount of marketing can undo that sort of thing for me I always wonder why these big companies spend millions on marketing then undo all of it with dumb nickel & dime decisions like this

 

[Nickimouse]

I hate these systems as well. Voice recognition doesn't work all that well when they don't recognize me swearing at them because I'm so frustrated!

Does the computer recognize that?

I've switched doctors over these systems. My old family practice installed one that would leave you on hold for half an hour and then disconnect you. I don't know how they stayed in business because it was impossible to make an appointment.

One time I said,"you have got to be freaking kidding me" and I got a representative. So maybe it does work!