Tuesday, November 22, 2005

Better Living through Technology - Posted by Chris

I called today to cancel our cable Internet service. We’ve moved to DSL (cheaper and more consistent). I won’t mention our cable provider by name, but let’s just say they’re “Crapcastic!”

Upon dialing the 800 number to cancel our service, I was first asked to provide my telephone number, and then prompted to enter a series of 1s, 2s and I think a 4 (or maybe it was a 3). A nice voice informed me to please wait while my call was being routed. After about 30 seconds, I was asked once again to enter my telephone number (didn’t I just enter that about 2 minutes ago?).

Several more keystrokes and I am once again waiting for the next available representative. A few minutes pass and then I hear “Hello, how may I assist you?” I explain that I wish to cancel my service.

“Can I have your telephone number?” Holy crap, didn’t I already type in my telephone number at least twice? Now you might think that the representative was just verifying my number, right? No, she was typing it in AGAIN because she had to ask me to repeat it yet another time when she messed it up.

Aren’t computers supposed to make are lives easier? Why would I want to pay a company for Internet service when their telephone computer system can’t store a little 10 digit number for the duration of my support call?

Telephone Support Service Update (November 23, 2005)

If you want to get to a human faster, here's a link to a "cheat sheet" for a number of companies' customer support telephone systems.