Wednesday, 27 October 2010
The Curse of the Customer Service Centres
I still remained calm and was greeted with. "Thank You, before we put you through to one of our technical staff, please enter your customer reference number using your telephone key pad". Panic set in as I throw all the paperwork out of my desk draw, I had put the phone on loudspeaker by now and heard, "Sorry I didn't get that, please enter the number again." by now I've started shouting at an automated person on the other end of the phone.
Success and I'm through to the next stage, "Thank You, all our agents are busy at the moment but you have been put in a queue and will be answered shortly", There then followed the boring music dispersed with a message that if I didn't want to wait they do have a useful Internet Question and Answer section. Again I shouted at the machine, I HAVEN'T GOT ANY INTERNET !!!
After 20 minutes I've cleaned my nails and torn my account letter into the shape of a duck, finally there is life on the other end of the line with an Indian accent calmly saying, "Hello I'm Tom, how can I help you". Now I don't wish to show any disrespect, but how is it that everyone that works in Indian call centres have English Names?
I explained my problem and was asked what the make and model of the modem was, well that's what I think he said. It's a Netgear ADSL2 was my replied, "Just hold a minute and I will look that up", replied Tom with some enthusiasm. Back on hold again followed by, "That was a ADSL2, well I've spoken to my supervisor and he said we don't deal with that model in our department, I'll just put you through to the right place". Before I could scream NOOOOOOOO I was backed to the music again and found myself on my hands and knees knocking the receiver against the waste paper bin.
I'm reminded of the days in the 50's and 60's when the television picture used to go distorted and buzz, Father used to get out of his chair, thump his fist on the top to make it go right, if only he had the magic button.