Customer service humbug - grrrrrr
Had a bellyful of dealing with customer services on the phone and via the web this week.
I really hate those call centres based in India. The operators obviously reading some kind of script and usually talking at a rate of knots with no real understanding of what you are trying to tell them, keep repeating themselves as they are typing up your problem. The whole performance is so infuriating.
My bank customer services via India was frustrating to say the least but thankfully the person who called me back was based in UK and from then the problem was sorted out quickly. However Virgin media was a nightmare. My digital cable has been problematic for some time, constantly cutting out or relaying fragmented images. Then finally the TV on Demand stopped working. Knew after checking everything myself it would result in them having to replace my old box.
Spent ages on the phone trying my best to explain the problem to the Indian based customer services agent. His response was so condescending like I'm an idiot or something - have I tried this and have I tried that. He kept repeating himself, starting each sentence with the common colloquialism used over there. "I am telling you". He couldn't understand my explanation of the problem so in the end out of sheer frustration, I told him just to write down exactly what I am saying. He did just that but every few words he read it back to me starting with the irritating "I am telling you". Took almost an hour. Felt completely drained after going through that rigmarole. What a complete waste of my time and money for the call.
Well the lady who phoned me back the following day to make the appointment was UK based. She said the notes were comprehensive enough so there was no need to go over them. What a relief. The engineer who came on Friday evening verified that it indeed needs a new box.
Then again there's Genes Reunited. Last week quite unceremoniously they launched their website upgrade. One minute I was typing in the notes section of my family tree and the next minute it all went crazy - hadn't a clue what was happening.
An hour later logged again and found the site had a new face. Looks brilliant, modern and easy to use. Problem: kept receiving an error icon in the corner of the tree page and I couldn't access the notes section underneath because the family tree section was set in a fixed frame. There was no physical way to move the page up or down.
After emailing the supports team and receiving back several replies from various people who I knew were writing rubbish, I set about proving it. Furious, I viewed the site from different peoples computers to check it wasn't just my computer as they were trying insinuate then back home sent them the full error code and my website suggestions point by point. Thought somebody at the other end would take the hump at the tone of my email.
No response this time but checking on the site last night found they have done exactly as I suggested. Now except for one url link which is still not opening to the correct page the whole site is great - more user friendly. Couldn't help feeling slightly smug.
I'm sure I'm not the only one who dreads having to deal with customers services. I keep thinking what do people do who are not so pushy or IT savvy. Must cost them a bomb in phone calls. Just wish they would listen to the caller before starting their spiel or read emails properly and stop their arrogant attitude.